Running a short-term rental property can be an exciting adventure, especially when you host guests who plan to return time and time again. I recently had the pleasure of hosting a guest at my Airbnb, nestled on the campus of Washington and Jefferson College in picturesque Washington, PA. This guest embodied the kind of visitor every property manager hopes to attract—someone so delighted with their stay that they can’t wait to come back.
The first visit was an exciting family affair as she dropped off her son for his freshman year of college. It was the kind of guest that left me eager for her return. However, after her departure, my cleaner alerted me to an unexpected challenge—a lingering pet odor. What made this puzzling was the absence of any pets on the reservation.
Rather than immediately reaching out to the guest, I saw this as an opportunity to address the issue proactively. I had contemplated purchasing an ozone machine to combat occasional kitchen odors, and this situation provided the perfect justification. With a day to spare between bookings, I grabbed an ozone machine and got the apartment air cleaned out, successfully eliminating the problem.
Fast forward to the guest’s second stay, and once again, there was no mention of pets on the reservation. However, this time, a different issue arose—a noise complaint from the Airbnb above. At 10 p.m., they reported the sound of a crying dog. I reached out to the guest politely, asking if they could soothe their pet to ensure a peaceful evening for other guests.
Regrettably, my message went unanswered. The next morning, the only communication I received from the guest was a request for a late checkout, which we gladly accommodated. When our cleaner returned to prepare the property for the next guest, they once again encountered the unmistakable scent of pets.
Now, how do you craft an honest review that accurately reflects the guest’s behavior? Reviews serve a dual purpose, guiding future hosts while setting expectations for potential guests.
While hosting repeat guests can be incredibly rewarding, it’s also a reminder that even the best intentions can lead to unexpected challenges. As property managers, we must navigate these situations professionally, aiming to provide exceptional experiences while upholding our property’s standards and guest comfort.
In the end, hosting is an ever-evolving journey in the world of short-term rentals. We adapt, we learn, and we continue to welcome guests with open arms, knowing that 99% of stays are memorable and enjoyable one for all parties involved. 🏡
