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    Дізнайтеся про основні вимоги Airbnb до господарів і поради для отримання 5-зіркових відгуків.
    Автор: Airbnb (9 серп. 2021 p.)
    5-хвилинне чтиво
    Оновлено 9 серп. 2021 p.

    Переваги

    • Respond to inquiries, accept bookings when possible, steer clear of cancellations, and strive for positive reviews

    • Hosts who are consistently unable to meet these requirements may face suspension or removal from Airbnb

    • To help your guests feel comfortable, keep your space tidy and stock the essentials

    What’s expected of Hosts?

    We want to give you helpful guidance so you know what’s expected and can aim for a 5-star stay every time you share your space.

    We ask all Hosts to meet four basic requirements: being responsive, accepting reservations, limiting cancellations, and maintaining a high overall rating. For Hosts who fail to meet these basic requirements by consistently falling below expectations, penalties can apply.

    Beyond the basics, you’ll also get reviewed by guests who stay with you—every stay is reviewed for accuracy, check-in, cleanliness, communication, location, and value. Hosts can also face penalties for falling short of these standards.

    Continue reading to learn more about the four basic requirements along with guest expectations.

    Already a Host? Check your Insights to see how you’re doing.

    Basic requirements

    To help create comfortable, reliable stays for guests, all Hosts must meet four basic requirements.

    Be responsive

    Responding quickly when guests reach out shows that you’re an attentive and considerate Host. How frequently and quickly you respond to booking requests and inquiries is measured by your response rate. We ask Hosts to respond to these types of messages within 24 hours.

    Accept reservation requests

    No guest likes to have to send 4 or 5 requests to find an available place. To help create a better guest experience, we expect that if your calendar shows you’re free, you accept most requests. Make sure your listing’s calendar reflects the days you’re able to host. This way you’re more likely to get reservation requests that you can actually accommodate. You can use your availability settings to block time off between bookings, or to prevent requests for same-day reservations or reservations too far in the future.

    Avoid canceling on guests

    We take cancellations seriously and ask all Hosts to avoid canceling on guests—their travel plans depend on it! You may be charged a cancellation fee if you cancel a confirmed booking, so it’s best to avoid canceling confirmed bookings unless there are extenuating circumstances.

    Get positive reviews

    Guests like to know they can expect a consistent level of quality, no matter where they book. At the end of each stay, guests will review their experience with you, which is one of the ways prospective future guests evaluate you as a Host. Your overall rating is your average review score from all the guests you’ve hosted.

    As a Host, you’ll have an opportunity to rate guests too—on their cleanliness, observance of house rules, and communication. Your feedback helps us ensure that guests are treating the spaces they stay in as if they were their own.

    Earning great reviews from guests

    We’ve found that Hosts who get great reviews tend to focus on five things: cleanliness, essential amenities, accurate listing details, a smooth check-in, and proactive communication.

    1. Cleanliness

    Guests will expect the clean and tidy space they see in your listing photos. Make sure you give yourself enough time to clean between guests, especially when you have back-to-back bookings.

    Guests will have the opportunity to rate the cleanliness of your space, and the average of these ratings will appear on your listing page.

    Here’s what’s expected on cleanliness:

    • Remember to follow Airbnb's 5-step enhanced cleaning process as you clean
    • Clean every room guests can access, especially bedrooms, bathrooms, and the kitchen
    • Check that there’s no hair, dust, or mold on surfaces and floors
    • Perform a turnover between each stay, swapping in fresh linens/towels and clearing trash and leftover items from previous guests

    Here are some tips for an extra-clean space:

    • Space your bookings to give yourself more time to prep between guests; you can update your reservation preferences to block a night or two before reservations
    • You can charge a cleaning fee and use the extra money to pay for cleaning supplies or hire a professional cleaning service
    • Leave cleaning supplies in your space so your guests can take care of spills and accidental messes

    2. Essential amenities

    We recommend all Hosts provide essential amenities so guests have what they need to be comfortable and have a good night’s rest.

    • Toilet paper
    • Soap
    • Linens/sheets
    • At least one towel per booked guest
    • At least one pillow per booked guest

    3. Accurate listing details

    Setting the right expectations before a trip can contribute to a better experience for both you and your guests. You can help travelers decide if your space meets their needs by providing clear info and must-know details like whether you allow pets. A detailed listing and profile help attract the guests who are looking for a place just like yours.

    Guests will have the opportunity to rate the accuracy of the information you provide.

    Here’s what’s expected for your listing information:

    • A correct and up-to-date address (this will be shared only after a guest has booked)
    • Accurate bedroom and bathroom privacy details
    • Listing photos that fairly represent the condition and layout of the space
    • Amenities that are as advertised, present, and functional

    To make your listing details shine, here are some tips:

    • Use a variety of high-quality photos with captions and write a detailed description of the space.
    • List all of the amenities you offer, and make sure each is available and functional.
    • Mention any instructions for special amenities, like a hot tub or fire pit, and note if they’re only available during certain hours or times of the year.
    • Provide house rules to clarify what you do and don’t allow, like smoking, pets, or additional visitors.
    • Let guests know if there are parts of the listing that are off-limits, like a garage or the attic.
    • Be honest about unexpected factors—for example, a noisy construction project—that will impact your guests’ stay.
    • Make sure your space matches the nightly price you set. A very high price may lead travelers to assume your listing is extra luxurious. Need help? Try looking at other listings in your area or turn on Smart Pricing.

    4. Easy check-in

    A clear and simple check-in process will help put your guests at ease after a day of traveling. Guests will be asked to rate their check-in experience at the end of their stay.

    Here are some strategies that may help polish your check-in process:

    • Create a check-in guide for your listing—we’ll share it with your guests 48 hours before check-in so they have everything they need to arrive smoothly
    • If you plan to meet guests in person, make sure to coordinate a check-in time in advance
    • If you offer self check-in, add those details in the guest resources section of your listing
    • Make sure your guests know how to contact you if they have a travel delay or last-minute question
    • Provide your guests with detailed directions to your place—you can save time by putting these in your house manual

    5. Supporting guests during their stay

    Whether or not you’re staying in the space with your guests, it’s important to remain available throughout their stay. Your guests will have the opportunity to rate the clarity and consistency of your communication at the end of their stay—and the average of these guest ratings will appear on your listing page.

    Here are a few options to consider:

    • Be proactive in your communication so guests know you’re available. Reach out early to coordinate arrival plans. If you won’t be greeting your guests when they arrive, you can send them a message at their check-in time to make sure everything went smoothly.
    • If you confirm a reservation and something about your listing changes, tell your guest in advance.
    • Download the Airbnb app so you can respond to messages anywhere.
    • If you won’t be in the area during their stay, you can give your guests a local point of contact.

    Переваги

    • Respond to inquiries, accept bookings when possible, steer clear of cancellations, and strive for positive reviews

    • Hosts who are consistently unable to meet these requirements may face suspension or removal from Airbnb

    • To help your guests feel comfortable, keep your space tidy and stock the essentials

    Airbnb
    9 серп. 2021 p.
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