- I'm an Airbnb Superhost who owns two properties. Here's what I wish my guests knew before each stay.
- When guests share why they're coming, I can see their personalities and tailor suggestions to them.
- If I'm not getting a five-star rating, I don't want one at all.
As an obsessive traveler, I've always been fascinated by the world of hospitality.
Throughout my career in public relations, I was fortunate to work for some of the world's best hotel brands, which gave me a behind-the-scenes look into what it takes to provide an exceptional guest experience.
Now, I'm an Airbnb Superhost with high standards that I strive to uphold daily at my two rentals in upstate New York: Trout Landing near Lake George and Gallant Fox in Saratoga Springs.
Although not all hosts are like me, here's what I wish people knew before staying at my Airbnbs.
It's really helpful when you tell me why you're coming
Booking an Airbnb can feel like going on a first date … but with a house. You might wonder, will it look like the photos? Did it overexaggerate its features? Will it satisfy your needs?
As a host, I feel similarly, though my perspective is more of a protective parent: Will you take care of my baby and return her on time?
When you send me a message to introduce yourself and explain why you're visiting, I get a glimpse of your personality and feel more at ease about welcoming you.
Plus, learning more about you, your guests, and the purpose of your trip helps me to provide you with better recommendations. (More on that next.)
I spend a lot of time curating local recommendations
I've explored every corner of Bolton Landing (for Trout Landing) and Saratoga Springs (for Gallant Fox), visiting local restaurants, trails, shops, and more.
And as fun as it's been, I did it because I want to give guests my personal recommendations. Anyone can Google, but as a host, I want to suggest places, tips, and tricks that a quick search won't uncover.
When I know who's staying at my Airbnb, I'm better able to curate my recommendations.
My rentals are a point of pride that I've spent months perfecting and testing
To put my Airbnbs to the test, I've hosted family and friends, demanding their most persnickety, perfectionist feedback.
I've also stayed with my husband and our daughter in every season, making real-time improvements to increase functionality or add missing amenities.
Airbnb is a marketplace, so your rental options (and the people who host them) will vary. However, many hosts, like me, are dedicated to providing an exceptional experience for guests.
I hold my breath for your check-in
I used to work for hotel brand Le Méridien, which commissioned some proprietary research about the guest experience.
One finding from it has stuck with me: The first 10 minutes of a guest's arrival set the tone for their entire stay.
For my rentals, that translates to: Did I provide clear enough directions, or did you drive past the house a few times before finding it? If you're arriving at night, did my motion-sensor light illuminate the driveway and stay on long enough for you to unpack your car?
Did the personalized key code work on the first try? Did my home look spotless when you walked in? A smooth and seamless arrival is key — it sets the stage for you to instantly feel at home.
Give me a five-star review or no review at all
Think about your last Google search: How often do you venture past the first page of results?
Just as first impressions matter on search engines, they're equally crucial on Airbnb, where listings with higher review scores rank higher in the algorithm.
Although four stars may seem commendable elsewhere — even the Merriam-Webster dictionary defines it as "of a superior degree of excellence"— it doesn't cut it on Airbnb.
The success of my business hinges on achieving five-star reviews.