new STR just went live - how do i get reviews?

Question

Hello. My airbnb posting just went live yesterday.  I obviously have zero reviews.  Should I have my local friends stay in the Airbnb and give me reviews so that I can get the ball rolling?  or should I just wait for the reviews to come in organically from outside bookings?

John Underwood · Answer

I'd lower the price slightly below your competition and get real reviews.

Be customer focused. Answer inquires as quick as you can. Checkin with people after they arrive to make sure everything is good with the house. Tell them you strive for a 5 star experience.

Have your automated checkout message say if there is any reason they don't think you deserve a 5 star review to contact you first and see if there is anything you can fix.

Michael Baum · Answer

Hey @Marc Shin, is it also on VRBO? If not get it on there asap. No reason not to use a top platform.

Regarding the friends thing, that is dirty pool IMHO. I would have them stay there and critique the feel and comfort etc of the place. Shake down runs help sort things that guests will find that you might have missed.

That is what we did for part of our first year and it was very helpful. I just let various groups stay for free and just pay for the cleaning. Had some good recommendations and comments that helped us get things sorted.

No way I would have friends leave 5 star reviews just to get a 5 star review.

Mike Grudzien · Answer

Two thoughts:1) stay in your STR for a day or two and you'll discover things it needs or that would be nice to add2) use several touch-points to communicate with Travelers/Guests.--reach out and thank them upon getting the booking and ask if they have any questions--send a "Welcome" email or automated message during the week prior to arrival--reach out the day after arrival to ask how everything was the first night and ask if there is anything that the property needs--reach out at the end of the stay (that morning or within 24 hours) and ask how everything was, anything to improve, anything to add to the house and then offer an incentive for returning guests.My 2 cents,Mike

John Underwood · Answer

Absolutely stay in your place as Mike said.

You will see things the cleaners will never let you know about.

We stayed in our PF will putting up the Christmas decorations and found a cracked plastic shelf in the fridge.  We usually do any touch-up paint while we are there also.

Brian G. · Answer

@Marc Shin ask every guest that stays with you for a 5 star review after their stay. “Guest, every 5 star review is critical to our success. It would mean the world to me if you leave us a great review. Thanks for staying with us!”

James Carlson · Answer

Yep, this.

My two most recent STR investors/buyers went above and beyond with their listings. Great amenities, great photos/drone shots, great design. And because of that, they each got more than 10 bookings within the first two days. They'll roll up good reviews quickly and organically.

Don't worry about manufacturing reviews. Just be the absolute best host you can be for the first year -- communicate clearly and quickly, make sure cleaning is top-notch, make sure all amenities work (hot tub is hot, TV remotes have batteries, etc. etc.) Real reviews from real guests are always going to come across as more genuine.

After you build up reviews, the unsaid truth is that you can then afford a less-than-stellar review. But at first, just be a great host and you'll get great reviews.

Andrew Steffens · Answer

I have not heard of that.  I think most people searching in a given area are not looking to prey they are purposely looking for lodging.

Matthew Becker · Answer

I have several vacation homes and several local STR's my wife and I run.  One thing most host don't do is stock the kitchen up well.  I believe people should have everything they need to cook with and nice kitchen items to use to cook.  Coffee, Tea, creamer, snacks plus all spices and condiments.  I generally list my property low for a month just to get some booking and 5 reviews.  You have fixed cost so it is better to get some bodies in there so you can get market rent later.  You can also put it on furnish finder and try to get a medium term rental until busy season.  Give large discount for a medium term tenant and max out on the busy season with short term.    Depending on where you live this is not a great time to rent in my area.  We are very busy April to Nov and slow Dec to March.   Right now 2/3 of our places are full with people staying for 30 days or more.  Last thing thougt of is have a little box of books and toys for little kids parents always appreciate it.  Just toys for kids under 7.  Cards and board games for older kids but they will all have tablets or phones unfortunately.  This of course is all based on who your market is.  I have a 2BR on the front range in CO and half of the time it is just parents and few kids.  I was surprised how many small families we get.

Matt Mertz · Answer

Like @John Underwood mentioned, you need to set the expectation of a 5 star review.

We're very specific on our messaging automation.  We send a message the first morning after their stay asking if there's anything we can do to make sure it's a 5 star stay.  It sets your expectation on the guest's rating and also tells them you care enough to make sure the stay deserves 5 stars.  The rest is up to you: be responsive and a good host.  If you do your job, the guest will gladly hand out a 5 star.