I’m sure you already know this if you clicked on this article, but reviews are everything when it comes to vacation rentals. Reviews = more bookings. The more reviews your listings has, the higher the chance a traveler will choose your place over others. If they like everything about your rental (e.g. location, amenities, style, etc.), reviews will seal the deal
because knowing that past guests had a positive experience makes them confident that they’re making the right choice.
So how do you guarantee that a guest will leave a 5-star review? We have it down to a science here at Baja BnB-we follow these exact steps with every reservation, for every property we manage, and we love the ease of automation it brings.
Communication. Communication is hands down one of, if not the most, important factors in a positive guest experience. This includes prior to, during, and after the stay. Communication is also important because Airbnb favors hosts who have quicker response times; it will help bump your place up in the search results. If guests send a booking inquiry with question/s, make sure you get back to them as quickly as possible, thoroughly answering their questions and concerns, thanking them for considering your place for their trip, and letting them know you’re happy to help with any other questions they may have. This is key because it tells them what kind of host you are and what they will be dealing with. Travelers want someone they can rely on and communicate effectively with. If they do book instantly, you should send a thoughtful message letting them know you’re available for any questions and that you look forward to hosting them.
The next important part of communication is sending check-in instructions, directions, and
your welcome guide if you have one (if not, any local information/websites that would be helpful if it applies to your area). Even if you have it set up so that Airbnb or whichever platform you use automatically emails this information and/or attaches it to the booking details, I strongly recommend still reaching out personally letting them know they should have
received it. Newer travelers sometimes don’t realize that they need to look at check-in info, special directions, etc., prior to traveling, and it also just shows them that you care.
Guests will often send a message after checking in, and even if they don’t, it’s nice to send a quick message saying you hope they’re all settled in and they can contact you during their stay if they need anything. If any issues arise and the guests reach out, it is important to respond and attempt to fix whatever the problem may be as quickly as possible. Things happen and most guests are understanding of this if they know you genuinely care and that the problem is your priority. The final component in communication is sending any check-out instructions, wishing them safe travels, and thanking them for staying at your place.
The 3 C’s. We call the next component of achieving 5-star reviews the ‘3 C’s’. They relate to your home itself and its overall quality as a vacation rental, and they are cleanliness, comfortability, and chicness. Every rental should be clean, comfortable, and at least a little stylish. Combined, these will give you the best shot at a good review, and you’d be surprised at how the lack of just one can easily turn a guest off.
Cleanliness is a must, and this is as simple as making sure your cleaning staff (or you if you're doing the cleaning) has high standards (and that you are paying them accordingly!) And by standards, think those of a quality hotel room. Details like making sure all the dishes are clean, the coffee maker filter is emptied, shampoo and conditioner bottles are filled up, the list truly goes on--surfaces and crevices are a big one people miss. It’s a good idea to have a detailed cleaning checklist so nothing can be forgotten.
Comfortability is achieved through a good night’s sleep (comfortable mattress, linens, extra blanket, etc.), and through having convenient, functioning amenities (check out our post ‘Airbnb Essential Amenities Checklist: A Beginner's Guide’). When it comes to the last C, chicness, your place doesn’t have to be a luxury rental to be stylish. The way an interior is designed directly affects the people inhabiting it for better or worse, and there are simple, thoughtful ways to create a pleasant environment (Check out our post ‘A Short Guide To Designing and Decorating Your Airbnb‘ for more ideas).
A little something special. If your guests aren’t already loving their experience with a communicative host and arrival to a comfortable, clean, and chic rental (they are), finding a
little something special will really seal the deal and have them remembering this gift when they go to write a review. This could literally be anything-fresh fruit, chocolate, a bottle of wine, sparkling water, or my personal favorite, something from a local business that plays on your rental’s location (tequila is of course a common one for our properties here in Cabo).
Lastly, don’t be afraid to send a kind message post-check-out to a guest asking for a review. Travelers are going back to their everyday lives and some will just forget about it, and 99% of the time, if you simply ask, they will be happy to take a minute out of their day to do it if they had a great experience. I hope these tips help you automate the way you handle bookings and feel more confident in giving guests a positive experience.
If you want advice on your Airbnb and/or are interested in investing in the Los Cabos area, feel free to reach out to us. Happy renting!
This article was written by Isabel Rowe, co-owner of Baja BnB, a property management company based in Los Cabos specializing in short-term vacation rentals, servicing areas in Cabo San Lucas, San Jose Del Cabo, Todos Santos, and the East Cape.
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