Have you ever overheard a customer at a coffee shop meticulously outline their 20-step process for getting their perfect cup of coffee? While such detailed preferences might seem rare, they’re often just the tip of the iceberg. More commonly, customers might simply request whether they take milk or sugar. This principle of varying preferences translates into the short-term rental space as well.

As a host, you’ll frequently encounter unique or unusual requests from guests. These might range from extra pillows to special dietary requirements or personalized recommendations. Balancing between providing excellent accommodation and avoiding overwork can be challenging. It’s crucial to discern when a request is feasible and aligns with your service standards, and when it might stretch your resources too thin.

The key is to establish clear guidelines and boundaries for what you can and cannot accommodate. Setting up a well-defined set of services and communicating these clearly to your guests can help manage expectations. Additionally, leveraging property management software can streamline requests and ensure you’re able to handle them efficiently without compromising your well-being. This balance allows you to offer exceptional hospitality while maintaining your own standards and avoiding burnout.

Fulfilling Unusual Requests

When dealing with an unusual request, figure out the complexity of it. Will it cost you a lot of money? Does it take a lot of time to organize? The bigger the request the more reluctant you may be to do it. If you haven’t already, we suggest you join a short term rental FAQ or group on social media so that you can ask and answer questions of your fellow short term rental operators. One of them may have experienced this request before and can advise you further.

If you’re okay with the request, figure out whether or not you’ll pay for the request. If they want extra towels, for example, you may charge them a small extra cleaning fee or cover it entirely. If they want champagne in the room with chocolates, then you’ll most likely charge for the items as well as the time it takes to set up. It’s about understanding what’s being asked and whether or not you’re comfortable with it.

It is your property and your business, so you are not beholden to fulfilling every guest request. However, some guests may complain about not being able to meet their special requests.

If you host your properties on some Online Travel Agency sites, you are probably well aware of their various rating systems. Listing your properties on Airbnb will undoubtedly bring the stress of trying to become a SuperHost — that is needing a 4.8 star rating among other things. Your exceptional service and dedication to your properties will always have an impact on your subsequent ratings. But how can you guarantee that you’ll always get five star ratings, every time?

Steps to Five Star Ratings

If there was a clear-cut answer that guaranteed consistent five-star ratings, everyone would use it, and platforms like Airbnb might have to reconsider their criteria for SuperHost status. However, there is one unique strategy that emerged from a recent Hospitality on Autopilot clubhouse discussion that might just offer a game-changing approach. During the session, we invited our audience to share their success tips, and one member revealed an intriguing tactic that had yielded remarkable results for their business.

The process is both simple and effective. Here’s how it works: after your guest’s stay is completed, you promptly give them a five-star rating. Then, immediately follow up with a message to the guest, letting them know that you’ve reviewed them and would greatly appreciate a review in return.

This technique operates on a few key principles:

1. Prompt Review Exchange: By giving the guest a five-star rating first, you set a positive tone and create a sense of reciprocity. Guests are more likely to mirror your rating if they feel appreciated and valued.
2. Gentle Reminder: While guests typically receive a notification prompting them to leave a review, they often overlook it. Your direct message serves as a friendly reminder, increasing the chances of them completing the review process.
3. Enhanced Engagement: Letting guests know about the rating you’ve given them adds a personal touch and can boost their motivation to reciprocate. This nudge not only prompts action but also reinforces their positive experience.

Implementing this straightforward approach can significantly impact your overall rating and help ensure that your properties consistently receive five-star reviews. It’s a simple yet powerful way to maintain excellent feedback and continue building a stellar reputation in the hospitality industry.

Although it does take a little bit more effort on your part to actually get the review, your five star rating shows that you care about them too. If it doesn’t work for you, then no harm done as this method is completely free, and just one little extra step! If you feel that this information has been helpful in any way, we recommend that you stop by one of our Clubhouses. Our Hospitality on Autopilot with a special guest session runs every Tuesday at 5:55pm EST, where we have an industry professional come in and discuss their knowledge.