Reestablishing Our Passion for Guest Satisfaction (Airbnb Hosting is NOT Passive Income!)

In today’s episode, we’re getting (painfully) real. 

We felt the need, after seeing a flood of negativity in online STR spaces, to bring this all back to its foundation – why do we work in hospitality, anyway? What does it mean to truly serve the guest? And, how can we go above and beyond in that mission?

As open and honest as ever, we recount some educational examples from our recent, and not so recent, past – including breakdowns in delivery of service, frustrating lapses in communication, a broken couch, missing knives, and so much more.

The truth is, guest satisfaction is our top priority. This industry, your business, and ours – is built on that very fact. Sometimes it’s helpful to unplug the daily/weekly machine of how and when we do things to reverse engineer our “why” – and rededicate ourselves to the things that really matter.

What’s in a 5-star review? What is your problem and what isn’t? What is the baseline, for the guest and for us? And, how are they different? These important questions, and more, are addressed today. We hope tuning in inspires you to do some soul searching of your own, too, to reignite the flame of hospitality excellence that got you into this work in the first place.

(00:01:22) #STRShareSunday: @BeachnBoard

• Gold medal for aesthetic and photography
• Great use of color to stand out in style 
• Clean and functional website

(00:03:10) Why Do We Work in Hospitality?

• Unpacking the negative lean in online hosting spaces 
• It’s all about guest satisfaction

(00:06:29) STR & Service-Based Business Stories to Learn From

• Lessons in communication from a local roofing company
• Negative blowback from their ineptitude 
• Annette shares a story about picky remote work guests
• Knowing when getting back to baseline isn’t enough 
• We’re all representatives of the industry 

(00:18:07) Tips for Going Above & Beyond for Your Airbnb Guests

• Guests don’t want a refund – they want it done right 
• Accepting the challenge of hospitality 
• Recounting lessons learned from a broken couch 
• Be more mad about the problem than your guest is
• The truth about (some) 5-star reviews  
• The guest doesn’t HAVE to tell you anything

(00:29:25) Stop the Bashing: STR Guest Satisfaction is #1

• Represent our industry with positivity and progress
• Walking the line of caring without letting feedback weigh you down
• Training your comms team with appropriate direction 
• How to approach host-to-guest reviews in OTAs

Download a transcript of this episode.

Resources:

• Video: Airbnb Host: No Refund and Gamble Bad Review? 
• Airbnb Essentials Checklist: hostchecklist.com

#STRShareSunday

@BeachnBoard

This week’s featured STR is from Rhode Island. @BeachNBoard offers three stunning pet-friendly properties in Narragansett, RI. These homes are characterized by their light and airy atmosphere, as evidenced by their bright and immaculate listing and social media photos. With a straightforward booking process, crisp website, and clear rules and amenities – @BeachNBoard ensures a seamless vacation experience.

• Instagram: @BeachnBoard 
• Website: beachnboard.com

We would love to feature YOU, so don’t forget to use #STRShareSunday to get your chance!