How can you ensure that you provide the highest quality service every time, even to the most demanding guests?

Whether you’re an Airbnb host in London, Dubai, Lisbon or Hong Kong, you’re likely to meet a discerning guest. You know the guests we are talking about – those who find fault with the little things and test your patience as a host. Read on for our five tips to keep even the grandest of guests happy and maintain good reviews.

If you’re honest about the accommodations and amenities you advertise in your Airbnb listing, you’re unlikely to run into an annoying guest. Guests want to know what they are booking, so make sure your messages are accurate. If they think they are getting an “Art Deco apartment in the heart of Paris,” but they are coming to a minimalist loft on the outskirts of the city, then you will probably get a bad review. Part of providing quality customer service is to define realistic guest expectations.

When guests arrive, something might go wrong, and you, as the host, must be available, preferably 24/7, so they can write to you or call you for support. If you have a job, sometimes it can be more difficult to answer a call or arrive promptly at your apartment. Make sure you have another reliable person or management company to take care of guests’ concerns. Always take their complaints seriously.

If you are not using a professional cleaning organization, pay special attention to cleaning your bathroom drains. The last thing a guest wants is for the hair of previous guests to start floating due to a clogged drain in the shower. Make sure the toilet, bath, and shower are completely flawless. If you have a shower curtain, change it regularly to avoid mold. If you are concerned about the additional cost of hiring a cleaning lady, consider adding a cleaning fee to your ad.

One of the biggest complaints a guest will mention in their review is the uncomfortable bed. Don’t scare potential guests; buy a medium firm mattress so it isn’t too hard or too soft. Provide a wide selection of pillows and quality linens so they can get the best night’s sleep.

No matter what you go for trying to please guests, you will still occasionally meet a guest who is dissatisfied with something. It is important to stay cool and not react emotionally to their complaints and criticisms. Make sure you set very clear messaging expectations from the start on Airbnb, include internal policies in your ad, and always do your best to remedy the situation. After all, even Airbnb super hosts will have to deal with demanding guests, the best you can do is be honest and clear from the start. If you are not working with a professional hosting management company airbnb, please contact Airbnb to help resolve any disputes.

We are Letyourflat – a professional management company. Our services include airbnb booking management, guest communication, price optimization, professional cleaning and maintenance. Leave a call today and get a consultation to find out how we can help you as a host.