Setting clear expectations with every guest

As part of ground rules for Hosts, your listing page should accurately describe your place, reflecting the features and amenities available from check-in to checkout. Guests will be disappointed if what they experience doesn’t match the way you’ve described your space.

Don’t oversell your place or leave out anything significant. It’s best to be frank about the possible drawbacks of your place and your neighbourhood, such as if your curtains let in a lot of morning light or your place is near a building site.

Ensure you’re setting expectations properly with these tips:

• Tell guests exactly what they can expect in your listing description and add photos with captions. If there’s a dog on the property or the stairs creak, let guests know.
• Enter the correct number of rooms and bathrooms. Your listing type should also reflect your actual place – if it’s in a block of flats, don’t describe it as a rural home.
• Don’t exaggerate your amenities. If you’re an hour away from a popular attraction, don’t say you’re nearby – specify how far you are. If your pool or hot tub has seasonal hours or closing times, include those in your listing.

Successful Hosts underpromise and overdeliver. This means they avoid embellishing their listing details and go the extra mile to offer great hospitality.

Try these suggestions to charm your guests at check-in:

• Provide realistic photos. Avoid ultra-wide angles and over-editing, which make the space look bigger or brighter than it is. You can hire a pro photographer from Airbnb in some locations.
• Embrace routine maintenance. Check your space often to confirm that everything listed is available and functioning. If you have a hot tub, swimming pool, dishwasher and the like, be sure these are spotless and working properly before guests arrive.
• Offer something extra as a token of appreciation for your guests. This could be as simple as a handwritten welcome note or a box of biscuits.