Whether you have a rental on Airbnb, HomeAway, VRBO, Flipkey, a hotel, inn, or bed and breakfast, there is one common denominator to attract new customers and to get current guests to come back again: good reviews. There are things you may not be able to control when guests write bad reviews, but there are a few easy things you can do to encourage guests to write good ones. Here are a few ideas.
1. Hire good employees.
It seems that one of the most common causes of bad reviews is poor customer service. When the customer feels like they’re not being heard, or that they are being treated badly, the guest will be inclined to write a bad review. The solution to this is to hire employees who are experienced in guest services and know the industry. Sometimes a disgruntled guest can be next to impossible to please, but if the employee knows how to handle the situation, a bad review can be avoided. While this suggestion is more for hotels or bed and breakfasts, it is something to keep in mind as an Airbnb host as well. You, as a host, are the good employee, so make sure to remember that when a guest has a complaint.
2. Provide extra amenities, like makeup wipes.
There’s no “requirement” for amenities, especially for a private rental. But if you, as a host, go above and beyond to provide thoughtful amenities like makeup wipes or slippers, the guest is bound to notice and, in turn, write a good review! Here is a review a guest wrote when she encountered Accent Amenities Spa Scents makeup wipes in her rental:
“I used these makeup wipes at a Best Western in Pueblo, CO and absolutely loved them. I ordered a small pack for personal use. Highly recommend.”
3. Provide accurate photos and descriptions of your rental.
Providing true photos when it comes to advertising a business like a hotel or bed and breakfast is imperative. Same goes for private rentals; you should post accurate photos and full descriptions of your neighborhood. When a guest feels like they expect something else right away with your rental, they will see faults with everything you offer, resulting in a bad review. Be honest in your descriptions; if guests know what to expect, there are better chances for your rental to exceed those expectations!
Good reviews are key for a booked rental. An easy way to get good reviews is by providing the right amenities. While some things are out of your hands as to why a guest had a bad stay, as long as you treat them with respect, provide extra toiletries, and are transparent with what you offer, hopefully, the guest will remember and want to tell it to the world. Remember, if a guest does write a bad review, it is smart to reply personally to the guest to mend the situation.