5 things Airbnb Guests Expect from Vacation Rentals in 2021

[Sofia Sharkey]

As the short term rental industry continues to expand, so do the expectations from both guests and hosts. Sometimes it is worth taking a step back and asking ourselves if our expectations are reasonable or out of line for the industry. This is something that we all learn with experience and we can tell when a guest is a “seasoned guest” or a “newbie” trying to learn the ropes of the online platforms. Either way, there are common things that guests should and should not expect from their vacation rental host. In this post I dive into those expectations and provide my own perspective based on experience. As usual, I hope you enjoy this read and let me know your thoughts in the comments.

Cleanliness

Whether you are doing the cleaning yourself or you are hiring out a team of cleaners, cleanliness remains one of the top criteria for excellent ratings. Guests are expecting to walk into a clean place where surfaces have been sanitized and clutter or “things” are put away. A clean place includes clean linens, dishes, floors, and surfaces after every booking. While hosts are not expected to do a deep cleaning between every booking, the place needs to be spotless when guests arrive and appealing to the eye.

Easy Check-In

Are you still leaving the key under the doormat? Do you require guests to meet you so you can deliver the key? While this works for some hosts, most guests expect a hassle-free check-in process that allows them flexibility. More importantly, they don’t want to have to mail back a key because they forgot to put it back when they checked out. Welcome to the rise of electronic door locks! There are many options available that make check-in smooth and easy for guests. Hosts don’t need to worry about the guests losing the keys or taking them with them. If you don’t have an electronic lock installed yet, I invite you to check them out! (Our choice will be another post for another day)

Uniqueness

Airbnbs and home rentals in general are attractive because of their uniqueness. They feel like a home away from home. Guests can expect to see books, art, paintings, board games, and decor they wouldn’t find in a hotel. In the world of short term rentals, it’s all about the guest experience and standing out. While guests love to be surprised by a special touch, they don’t want to be surprised to find cluttered areas or unfinished areas not photographed. One good tip is to reference some of those characteristics in the listing so guests are not surprised when they walk in! It can be a pull to the location if this piece of the home is beautiful or gives them a heads up to steer clear of the basement if they have seen one too many horror stories.

Area Recommendations

Especially in vacation rental markets, guests expect to receive area recommendations from their hosts. Most platforms have features for you to post those recommendations, on Airbnb you can create a guidebook for each property. This way guests can access your recommendations anything and you don’t have to manually type them for each guest. I like to include a variety of places for food, drinks, entertainment/attractions special to that location, sports, groceries, and music.

Easy to Follow Instructions

This is a big one. If finding your place or parking is cumbersome, make sure to upload screenshots of how to find it. Provide instructions in your welcome messages and prepare your guest for arrival. Guests expect this information to come to them as opposed to having to ask for everything, a few key areas you’ll want to provide instructions on are:

• 1. Parking
• 2. Operating electronics (Wifi password, thermostat settings, TV)
• 3. How to check-in
• 4. How to check-out and specific time

BONUS! Here are two things guests should NOT expect from their hosts and their properties!

Deep Cleaning

Yes, you read correctly. Most hosts are not hiring teams to do deep cleanings between every booking because they would take multiple hours to complete. There is an exception to luxury stays where you’re paying a higher dollar but most standard cleaning teams are tasked to do “airbnb cleanings”, which I described earlier. The standards for the cleaning teams are high and while they try their best, they may need some of your help to complete the turn overs on time. Don’t be surprised if a host asks you to bag all your trash or run the dishwasher before you leave.

Discounts and waiving cancellation policies

While hosts sometimes offer discounts, this is not an expectation a guest should have before or after booking. Also as a guest, familiarize yourself with the cancellation policy before booking. Hosts are not expected to waive their cancellation policies if you can’t fulfill your trip. While sometimes exceptions are made, we all need to be responsible travelers.

I hope this information helps hosts and guests have smoother stays at short term rentals! I’d love to hear from your experience so please let me know your thoughts in the comments.