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    Dealing with the unexpected

    Here’s how to anticipate hosting challenges and be prepared to handle them.
    Автор: Airbnb (20 лист. 2019 p.)
    3-хвилинне чтиво
    Оновлено 20 лист. 2019 p.

    Highlights

    • Anticipate guest needs to eliminate common pain points like arrival issues and travel delays

    • When challenges arise, your communication style is what guests remember most

    • Minimize household issues by doing regular home maintenance and having support (like a plumber and repairperson) at the ready

    Despite your best efforts, problems just happen sometimes. Perhaps a guest can’t find the key you left for them, or the plumbing gets backed up. Although it’s extremely rare to encounter a major issue, successful hosts plan for the unexpected. If you’re properly prepared, a problem can become an opportunity for communication rather than a crisis. Here are some tips for handling challenging hosting moments.

    Be available and responsive

    Make sure you’re available to communicate as your guests' needs arise. Guests understand that things happen—it’s the way you respond that will be the most memorable marker of your hospitality. Be available to respond quickly to guest messages through the Airbnb app and perhaps also by text message, if that suits your hosting style. If you’re far away from your property, it can also be helpful to have a local contact, like a neighbor, friend, or housemate who can assist in person if needed.

    Have a support team, and keep their numbers handy

    From clogged toilets and leaky roofs to malfunctioning appliances, many of the most common issues hosts experience are related to home maintenance. So make sure to think in advance about any repair people you might need to have ready in your contacts. Scheduling regular maintenance on your home can also help prevent unexpected repairs.

    Resolve guest issues

    If you have a challenging interaction with a guest, your communication style can go a long way toward finding a solution that works well for everyone. Remain calm, use your best listening skills, and strive to respond with respect and understanding. In the event of a guest issue that you can’t solve on your own, Airbnb’s Resolution Center is a tool that can help with navigating conflict.

    Below are some common guest pain points and suggestions for handling them gracefully:

    Getting to your listing
    Travel plans can change, and delays are often out of your guests’ control. You can minimize stress and mishaps by staying in touch, adding check-in instructions to your listing, and providing a lockbox or smart lock for accessing your space.

    Arrival
    Guests are often tired when they arrive. Make it easy for them to settle in to your space by providing a written house manual with simple instructions for accessing basics like wifi.

    Cleaning and turnovers
    Early guest arrivals, late guest checkouts, and issues with cleaning can all cause challenges. Here are some ideas for mitigating potential issues:

    • To prevent early arrivals, ask for your guests’ travel information in advance and share your check-in time along with your reasoning (“Please check in no earlier than 3:00 PM to allow time for the cleaners to prepare your room”). If you know guests will be arriving on an early flight, consider offering to store their luggage and provide some sightseeing tips to occupy them until check-in time.
    • Provide your guests with a clear checkout time and the reasoning behind it, for example, because you need time to clean before the next guests.
    • If you have concerns about tight turnover times between guests, set your reservation preferences to leave room in your calendar for cleaning between each stay.
    • Make a checklist of cleaning tasks for yourself or your cleaner to make sure nothing gets overlooked. Cleaning mishaps are one of the most common reasons for poor reviews.

    Take safety precautions

    Savvy hosts equip their spaces with safety features like a smoke and carbon monoxide alarm, fire extinguisher, and first-aid kit. Many travelers filter for these features when searching for properties, so be sure to add them to the amenities checklist in your listing.

    It’s a good idea to have an emergency plan that’s easily accessible to all guests (you could include this in your house manual). Your plan should include two ways to escape from every room in your home and the contact information for local emergency services. Select a meeting spot at a safe distance from your home where guests can go in the event of a fire or natural disaster.

    For more home safety advice, visit Airbnb’s Trust and Safety page.

    Highlights

    • Anticipate guest needs to eliminate common pain points like arrival issues and travel delays

    • When challenges arise, your communication style is what guests remember most

    • Minimize household issues by doing regular home maintenance and having support (like a plumber and repairperson) at the ready

    Airbnb
    20 лист. 2019 p.
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