Communicating Successfully

• You are the sole point of contact for guests.

• Be proactive—confirm guests have check-in details, directions, and instructions.

• Respond promptly to messages.

• Use inclusive language to welcome all guests.

• Utilize the Airbnb app, quick replies, and scheduled messages for efficiency.

• Send check-in instructions at least 24 hours in advance, especially for guests with accessibility needs.

Committing to Reservations

• Do not cancel confirmed reservations.

• If unavoidable, cancel as early as possible and notify Airbnb for assistance.

Delighting Your Guests

• Under-promise and over-deliver to exceed guest expectations.

• Use realistic photos—avoid ultra-wide angles or excessive editing.

• Regularly maintain the space to ensure all amenities are functional.

• Add small extras, like a welcome note or complimentary snacks.

Ensuring a Clean Space

• A clean space is crucial for five-star reviews.

• Thoroughly clean all areas between each guest’s stay.

• Pay special attention to details like dusting, removing hair, and sanitizing surfaces.

• Run through the cleaning process yourself if hiring a cleaner.

Cleaning Strategy Tips:

• Start laundry early to allow time for multiple loads.

• Sanitize high-touch surfaces (remotes, doorknobs).

• Refresh beds, towels, and decorative elements.

• Open windows while cleaning to freshen the air.

• Sweep and mop floors last to collect dust and debris.

Cleaning Checklist:

• Dust and clean all surfaces.

• Vacuum, sweep, and mop floors.

• Remove pests, cobwebs, mold, and stains.

• Use fresh, stain-free linens and towels.

• Sanitize all bathrooms.

• Refill all soaps and toiletries.

• Store personal items out of sight.

• Clean and put away dishes and cookware.

• Ensure appliances are clean and functional.

• Remove all trash.

• Maintain a fresh, clean smell.

Offering a 5-Star Stay

• Great reviews drive bookings.

• Address low ratings by enhancing the guest experience.

Setting Expectations

• Provide a complete, honest description of your listing.

• Include high-quality photos with clear captions.

• Highlight unique features and potential quirks (e.g., street noise, creaky floors).

• Avoid using ultra-wide angles or over-editing photos.

Setting Realistic Expectations

• Be transparent about drawbacks, such as bright morning light or nearby construction.

• Ensure listing details accurately reflect the property.

• Accurately list the number of rooms and bathrooms.

• Do not exaggerate amenities or distances to attractions.

Welcoming Guests

• Cleanliness is key—your space must be spotless.

• Small touches enhance the experience (e.g., welcome note, cozy blankets).

• Ensure all amenities are available and functional.

• Provide essential kitchen items if applicable.

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