Unreasonable Hospitality...

Read time: 4 minutes

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We're keeping the theme of designing unforgettable Airbnb experiences going this week. I recently finished reading Unreasonable Hospitality by Will Guidara. The book opened my eyes to so many areas where I can improve the experience for my Airbnb guests.

One of the main themes is the art of serving others. How does that translate to your Airbnb business? As Airbnb hosts, we're in the hospitality business (whether you accept that or not). To provide "Unreasonable Hospitality", you need to think about your Airbnb as more than "just" a place to stay. It should be an experience so memorable, your guests will be talking about it long after they've returned home.

So, why should you care? Because in the world of Airbnb, the difference between an "it was fine" review and an "omg, I can't wait to come back" one can mean the difference between a fully booked calendar or scrambling for last-minute guests. By applying the lessons from "Unreasonable Hospitality", you can expect higher occupancy rates, stellar reviews, and more profit. Imagine guests not just staying but living a story they can't wait to tell.

Why do most Airbnb hosts fail to create these types of memorable experiences? The primary reason is a lack of personal connection with their guests.

Other common reasons include:

• Failing to Personalize the Experience: Many hosts overlook the power of small personalized touches.

• Neglecting the Local Flavor: Guests want unique, local experiences that the Hampton Inn can't offer.

• Overlooking Small Details: The little things are the big things in "Unreasonable Hospitality."

• Poor Communication: A lack of clear, proactive communication can leave guests feeling neglected.

• Underestimating the Importance of Reviews: Not actively seeking or learning from guest feedback.

But you're reading this because you want to avoid all the above mistakes. I'm going to teach you how to do exactly that with the lessons from "Unreasonable Hospitality".

Here's how, step by step:

Personalized Guest Experiences: The Heart of Unreasonable Hospitality

This is the golden rule of unforgettable Airbnb experiences. This means going beyond generic, automated messages to understand and delight to your guests.

Your guests won't tell their friends about the Airbnb that had Keurig coffee pods. But walking in to find their favorite cookies waiting for them on the table? You can bet they won't soon forget that "small" gesture.

So, before your next guest arrives, send them a message asking for any specific preferences they have. Whether it's a type of pillow or their favorite snack, make sure to have it ready. Extra points for a handwritten note that highlights these things.

Surprising Delights: Going the Extra Mile

Next up, incorporate surprising delights into your guest's stay. This doesn't mean extravagant gestures but thoughtful, unexpected touches.

This quote from "Unreasonable Hospitality" sums up this lesson nicely:

You're better than the standard amenities that most guests have come to expect. Prepare a welcome basket with local treats and a handwritten note. This small gesture will elevate your guest's experience and make their stay unforgettable.

Pro tip: Partner with a few local shops for these welcome baskets. It's a win-win for your guests and the local shops.

Seamless Communication: Keeping Guests in the Loop

Ensure your communication is seamless, from booking confirmation to check-out. This is where automation is your friend. Automated messages don't have to robotic and cold. Well-timed and thoughtful messages can make your guests feel cared for.

Draft a series of messages for each phase of your guest's stay—pre-arrival, check-in, mid-stay check-up, and post-departure. Personalize each message to reflect details of their stay and any special occasions they are celebrating.

Exceptional Cleanliness: The Foundation of a Great Stay

This is one of the few areas where you want to emulate hotel-quality standards. A spotless Airbnb doesn't guarantee you a 5-star review, but you can be sure that opposite is true. The #1 reason for negative Airbnb reviews is an unclean home.

The secret here is to establish a relationship with a reliable cleaning company. Work with the cleaning company to create a detailed cleaning checklist for your Airbnb. This way, there are clear expectations for the level of cleanliness required.

By following these steps, you're not just providing a place to stay; you're crafting an experience that guests will cherish and share. This approach to Airbnb hosting not only sets you apart from the competition but also builds a loyal customer base that keeps coming back for more.

I'll leave you with a final quote from the book: