When renting out your place via Airbnb (or any other platform) you want as many good reviews as possible because that means it will be much easier to get new bookings in the future. Obviously it is important to prevent potential guest complaints in your reviews. Let’s look at the most common complaints and see what you can do about it:
Your property is not like the photos
Make sure that your photos are a realistic representation of your property. You shouldn’t be modest about your offering, but more than often owners tend to exaggerate. Just be honest and show your property the way it is. Make sure your property is cleaned up (like it is all the time!) and take quality photos of every room from multiple angles. Then potential guests know exactly what to expect and they will not complain in the end!
Your property is not clean
Your guests are paying to stay in your place, so it should be clean, no excuses! Nevertheless, this is a complaint that frequently pops up. If you don’t have the time or energy to do the cleaning yourself, then you really need to hire a professional cleaning service. If you work with a key holder, then it is probably his/her job to keep your property clean. Make sure you have checklists in place for your cleaning personnel so they know exactly what you expect from them.
Give special attention to the kitchen, bathroom & toilets. Also keep in mind that cleaning is not only about vacuuming or taking out the trash, you also need to plan for basic maintenance: repaint walls, get rid of rust spots in the tub, clean out kitchen cabinets, remove bad scents from the sinks, …
So just make sure that cleaning issues do not end up in your reviews!
The guests didn’t feel welcome
Your guests expect a warm welcome, and I would argue that this is even more important for Airbnb rentals than it is for hotels. So, make sure that you or your keyholders are not in a bad mood when your guests arrive at your doorstep. Be nice, show interest in your guests and provide them with info about your property and the environment. Also make sure that you compiled all the important information in a manual. Put this manual together with some tourist guides ready available. Also make sure that you give your guests some options in order to contact you or your keyholder (phone, email, whatsup, …). It’s a good idea to provide something to drink for your guests when they arrive. They will be grateful for that.
Related post: The first step towards 5-star reviews on Airbnb: good communication
The WIFI didn’t work
WIFI is getting as important as electricity and water these days. So, make sure your internet is working and provide the network name, username & password even before your guests ask for it. You can send them this information in advance and make it available on a visible place or in your local guide.
Appliances not working or not available
If you have appliances that require some extra explanation then provide all necessary instructions in your local guide (think about kitchen appliances, motorized sun-shades/window blinds, washing machine, …). Also make sure to be honest about the amenities that you provide in your Airbnb profile. If appliances are not working or broken, then get them fixed as soon as possible or remove them both physically and in your Airbnb description online.
In summary
Be honest about how your place looks like (the photos) and about what you provide or it will fire back at you in your reviews. Have the right procedures in place to clean & maintain your property. Be nice to your guests, let them feel welcome and provide detailed info about your property (procedures, appliances) and the environment… And as a result: let the good reviews come!