I came up with an idea i print a guest experience paper , and what can improve or if there was something inconvenient for them , and i leave it on the table for them, some guests fill it up , this leads the guest to take out the frustration on the paper instead of the reviews
I so appreciate this information. As a cleaner for Airbnb’s for 3 years - I’m tired of my hosts expecting these type of things being magically fixed while ignoring my mentions, not answering my messages while I’m cleaning and letting them know, and not being given the time and pay to properly cover the expectations. I hope my hosts see this video.
Quick suggestion, next time let the guest know that you’ll send a toaster to the house within a day or two (or better yet pay for Target/Walmart’s same day delivery). The broken toaster is not a “major” issue and depending on your property’s location, you could have one from Target delivered within a couple hours. Most guests will be ok with that, if not, they’ll never be satisfied no matter what you do.
I like both styles. Thanks for your many videos that has helped me out as a new host starting eight months ago. I like how your previous styles are straight and to the point when I have a question. I do find this style would be nice interspersed between your postings.
Great video! I actually LOL! I can so relate. I am always surprised by the number of little things that fly under the radar that should be caught by my team? Too often they are 'found' by a Guest. Further, I have had maintenance issues that were identified by a team member that simply were not resolved--even after I ordered the needed part(s). I recently started to use a task manager spreadsheet. Ironically, its success will ultimately be determined by my team's willingness and ability to act. PS - The toaster was likely broken by your housekeeper while cleaning it.
We always allow guests todo early check in, letting them know there room may not be ready. We offer leaving their luggage in the office and we will install it their room when ready. Giving them the option to hangout out in the garden or at our bar cafe or go out and enjoy their day. Works well for guests and housekeepers.
Amazing! For some of us that’s tough because we don’t have anywhere for them to hang out while they wait. My cleaners also don’t want to be slowed down by a guest, otherwise it jeopardizes their ability to do all the turnovers on the schedule for the day.
Yes I understand that but often early guests are keen to get out and enjoy Jamaica, so being able to store their stuff securely they are happy to do that and make best use of their stay. Totally understand everywhere has different circumstances but for the Judy House it works very well for our guests. One Love 🇯🇲❤️
It's not the guests responsibility to inform the host of multiple issues (as you've pointed out in this video). I've personally done it, and I get retaliatory comments from the host. Even though the hosts email greeting said to inform them of issues. And we get called a Karen, like this. I've personally encountered this after staying in a place with multiple maintenance issues, and resorted to leaving a 3 star review on a stay. Airbnb has removed my review four times now, and reinstated it each time, because it is factual and does not violate their terms. That particular stay was in a great location, but I will not return, nor recommend it to friends.
Hi Matt, I just discovered your informative channel. My husband and I started airbnbing 10 months ago and became super hosts and a guest favorite. So far so good but we suddenly had the month of August not get any bookings and its making us worry, we started searching for places to stay in our area with our homes criteria but our home wasn't popping up in the search. We updated or listing and contacted AirBnB but nothing still and this supposed to be a busy time. Have you experienced this before and do you have any advice for us. Thank you, were enjoying your show :)
I came up with an idea i print a guest experience paper , and what can improve or if there was something inconvenient for them , and i leave it on the table for them, some guests fill it up , this leads the guest to take out the frustration on the paper instead of the reviews
I love that!!!
@juliannamarie1959 thank you
I so appreciate this information. As a cleaner for Airbnb’s for 3 years - I’m tired of my hosts expecting these type of things being magically fixed while ignoring my mentions, not answering my messages while I’m cleaning and letting them know, and not being given the time and pay to properly cover the expectations. I hope my hosts see this video.
Really really appreciate all of this information and extremely happy for you success 🙌
I love they way you handle problem
Quick suggestion, next time let the guest know that you’ll send a toaster to the house within a day or two (or better yet pay for Target/Walmart’s same day delivery). The broken toaster is not a “major” issue and depending on your property’s location, you could have one from Target delivered within a couple hours. Most guests will be ok with that, if not, they’ll never be satisfied no matter what you do.
I like both styles. Thanks for your many videos that has helped me out as a new host starting eight months ago. I like how your previous styles are straight and to the point when I have a question. I do find this style would be nice interspersed between your postings.
Great video! I actually LOL! I can so relate. I am always surprised by the number of little things that fly under the radar that should be caught by my team? Too often they are 'found' by a Guest. Further, I have had maintenance issues that were identified by a team member that simply were not resolved--even after I ordered the needed part(s). I recently started to use a task manager spreadsheet. Ironically, its success will ultimately be determined by my team's willingness and ability to act.
PS - The toaster was likely broken by your housekeeper while cleaning it.
Everyone of these issues you named except the toaster I blame on your cleaner. 💯
Exactly! But you don’t have to have these issues if you’re prepared. I didn’t for years, then I let it slip. Gotta stay on top of things.
We always allow guests todo early check in, letting them know there room may not be ready. We offer leaving their luggage in the office and we will install it their room when ready. Giving them the option to hangout out in the garden or at our bar cafe or go out and enjoy their day. Works well for guests and housekeepers.
Amazing! For some of us that’s tough because we don’t have anywhere for them to hang out while they wait.
My cleaners also don’t want to be slowed down by a guest, otherwise it jeopardizes their ability to do all the turnovers on the schedule for the day.
Yes I understand that but often early guests are keen to get out and enjoy Jamaica, so being able to store their stuff securely they are happy to do that and make best use of their stay. Totally understand everywhere has different circumstances but for the Judy House it works very well for our guests. One Love 🇯🇲❤️
You are homely and a good storyteller. If I ever go to Toronto, ill come stay
I liked this format.
Amazing! Thanks for letting me know.
I like the stories.
Great! Stay tuned.
Yes,for backpackers rooms x3
Dam, I know how Karen’s can be in my line of business. 😂
It's not the guests responsibility to inform the host of multiple issues (as you've pointed out in this video). I've personally done it, and I get retaliatory comments from the host. Even though the hosts email greeting said to inform them of issues. And we get called a Karen, like this. I've personally encountered this after staying in a place with multiple maintenance issues, and resorted to leaving a 3 star review on a stay. Airbnb has removed my review four times now, and reinstated it each time, because it is factual and does not violate their terms. That particular stay was in a great location, but I will not return, nor recommend it to friends.
Any advice for a lake property? Including boat or jetski rental?
Hi Matt, I just discovered your informative channel. My husband and I started airbnbing 10 months ago and became super hosts and a guest favorite. So far so good but we suddenly had the month of August not get any bookings and its making us worry, we started searching for places to stay in our area with our homes criteria but our home wasn't popping up in the search. We updated or listing and contacted AirBnB but nothing still and this supposed to be a busy time. Have you experienced this before and do you have any advice for us. Thank you, were enjoying your show :)
Best on 2x speed
How many guests have you personally helped and still rated 3 or 4 stars?
Oh gosh on nearly 4000 reservations, it’s hard to say exactly. But I’ve a 4.92/5 rating, so it can’t be that many.
Oh my goodness. 😅
Wow. What a waste of time.