94% of guests want to see the reviews before booking.
There’s no denying that in 2023 reviews make a huge difference to how we buy and book things. When booking a hotel, you look at reviews of the brand and ratings to make sure you’re making the best decision. In contrast, for properties on Airbnb, it’s the individual house and its amenities that guests look to. Using the reviews and comments of past guests to learn about a property and how they found the experience of staying there. Typically businesses, let alone properties, with less than 4-star ratings are not considered trustworthy, and may have an impact on future bookings.
It’s scary to think that despite your best efforts, an unreasonable guest, or someone who is having a bad day, can so dramatically impact your business. But there are some things that can be done, steps to take, and tips to follow to make sure you’ve done everything in your power to help the guest have the best possible experience and leave you with a great review at the end of their stay.
Red flags which lead to a bad review and star rating:
- The pictures on Airbnb do not match what the actual property looks like.
- When the property is not presented well, the furnishings and decorations do not match the guests’ expectations.
- When keys to the property are hard to find upon arrival or only 1 set of keys are provided when more than 1 guest is staying.
- Not having detailed instructions and step-by-step guides for guests.
- Not having a House Manual which shows guests how remotes, bin days, and air conditioning units function for the property.
What can be done if you get a bad review, and how to manage that scenario:
1. Respond to the review.
Reach out and reply to the person and try to understand their issue and why they had a bad experience.
2. Address the issue.
Once you understand the guest’s problem, you can work with them to try to resolve or explain the issue.
3. Action the feedback.
When you know what the problem is and why someone left you a bad review, you can take that feedback onboard and do something about it.
Unfortunately, in some cases, despite your best efforts, negative reviews can be unavoidable. They can sometimes occur due to a misunderstanding or a breakdown in communication or instruction. This can result in a frustrating experience for the guest, even if this occurrence is an outlier in what would typically be an excellent stay and experience at your property. The best thing you can do is tick all the boxes and make sure you have done everything you can to ensure your future guests continue to have a positive experience.
It is also important to note that not all people will leave a review, as much as this can be a missed opportunity for building up your portfolio of positive reviews.
BNB Butler’s best practice for getting good reviews:
- We always have a team member on call and available 24/7 to support guests. Our team is empowered to resolve a guest’s issues, and guests are not handed off to another department – leaving a bad taste in people’s mouths; this kind of experience is common with larger and less personable property management firms.
- During our onboarding process, we create high-quality instructions and guides for guests to follow at check-in and throughout their experience at the property. These guides are straightforward and easy to follow. They are also updated regularly to ensure that they are always accurate.
- We develop bespoke House Manuals for each property, describing the home’s key features and unique attributes and how it works. Our House Manuals also include some basic troubleshooting steps and resolutions for common concerns, i.e. “The extra firelighter for the fireplace is located in the red trinket box on the mantle.”
- Our cleaning services are carried out by trained staff who have been background checked and are dedicated to a specific set of properties. This means that once a property’s layout is set, the cleaning team maintains the style and aesthetic. These details ensure that each guest has a clean property to use and everything is arranged to make all of the standout features shine.
Some elements that can lead to a good review go beyond the house itself such as:
The property is in a good location.
Be it close to the city for events or out in the country for some peace and quiet. When the property matches what the guest is looking for, it helps leave a positive impression and a positive review at the end of their stay.
Offerings in the area.
The same goes for the offerings and amenities in the area. When there are good cafes, restaurants, parks, and activities to participate in, it can be very beneficial to share these with your guests and contribute to their opportunity to have a great stay at your location. The overall guest experience will be positive and in turn lead to a positive review.
Key takeaways
1. Communication is paramount.
Give people clear instructions for finding keys and critical information. This means your automated communications and systems are in place to provide accurate details to guests at the right time.
2. Give people a number to call.
Checking in to a property, finding your way around or discovering that something doesn’t seem to work is one of the most significant contributors to a poor review and giving people a number to call and be heard is the best way to resolve this frustration for guests.
3. Get the basics right.
Ensure the property is clean, soaps are topped up, clean towels are provided, and any other daily necessities that people would not regularly travel with, such as a hair dryer or ironing board, are available.
4. Guide the guest.
Invest in a House Manual to provide guests with all the additional information that they will want to know about during their stay. Where they can go, what activities they should check out, and even a bit about the history of the area they are staying in.
At the end of the day, it’s all about the guest experience. How good it was overall will be reflected in how most guests review your property and additionally encourage others to visit for themselves.
Suppose any of the above recommendations are ignored or not prioritised. In that case, the likelihood of a mistake or misunderstanding occurring and leading to a negative review increases. If this does occur, it is essential to reiterate that listening to the customer and allowing them to explain their point of view can often diffuse a situation, as most people will recognise that they are being heard and that their feelings and concerns are being acknowledged.
This communication element, as well as the overall experience that guests are immersed in when staying at your property, is what BNB has been focusing on for the last year. By prioritising an excellent guest experience and the availability and quality of contact that our property managers have with guests, we can keep ratings of our properties high whilst still continually seeking to improve the stay.
Our team constantly strives to improve the services we provide and how we deliver value to clients. Having a great team and an integrated process for providing these services can not be underestimated in acquiring positive reviews and resolving and improving the not-so-positive ones.
