Host Customer Service Tips

Gaining Trust as a New Host

Staying at strangers home can be risky and requires trust between both the host and the guest. Gaining trust as a new host can be hard for vacation rental hosts that are just starting and have few to no reviews yet. Guests searching for Airbnbs sometimes look over properties that have few reviews as they […]

By The Turno Team

Last updated: November 14, 2023

Staying at strangers home can be risky and requires trust between both the host and the guest. Gaining trust as a new host can be hard for vacation rental hosts that are just starting and have few to no reviews yet. Guests searching for Airbnbs sometimes look over properties that have few reviews as they may not see the property as trustworthy. For this reason, you want to gain guests’ trust to stay at your rental to gain these reviews and ultimately to receive bookings. Some ways to entice guests and ultimately gain trust is through offering guest discounts, verify information, and more.  

Gaining Trust as a New Host
Gaining Trust as a New Host

Offer Discounts

When you are just starting you may want to offer low prices to entice people to stay at your property. When potential guests are comparing rentals in your area, they are more likely to choose a rental that has a lower price for similar quality/value, opposed to choosing a rental with many reviews. If potential guests recognize that they are getting a deal for their stay, they will be more likely to stay at your property and give you a good review for the deal that they received.

Verify Information

Providing an Airbnb profile with verified information is a great way to earn trust. Verifying your identification gives the guests peace of mind that you are who you are saying you are. Connecting your social accounts such as Facebook, LinkedIn or Google makes the booking process more personable and creates trust.

Plenty of Pictures

Offering plenty of pictures in your listing is beneficial for guests. This way, they can feel they have a good understanding of what the property looks like, and the amenities it has to offer. You should also have a picture of yourself on your profile and verify your photo through the photo-matching verification.

Offer References

These references can be people such as neighbors, your vacation rental cleaner and guests who have stayed at your home in the past. Neighbors will be useful for verifying you gave correct information about the neighborhood, and they will back up your trustworthiness as a host. Past guests will also speak to the neighborhood, your hosting style, and the quality of the vacation rental property. If you do not wish to have past guests as references, your vacation rental cleaner will be a great reference. Cleaners can confirm information about the property itself and the Airbnb amenities you offer.

Communication

Excellent communication is key in establishing the trust of guests and gaining five-star reviews. Responding quickly to guests’ inquiries will reflect positively on your hosting style as well as on your property. The quality of communication is also important. When communicating with guests, you want to remain positive and friendly.

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The Turno Team , The Turno Team researches and publishes articles designed to provide short-term rental Hosts, Property Managers, and Airbnb Cleaners with insightful, useful resources. Articles written by the Turno Team cover a wide range of STR interests, from the latest industry data and best practices to real-world, practical advice on running efficient, revenue-generating vacation rental businesses in an ever-changing market. Here at Turno, we’re always looking for original ideas and hot new topics. Have something you’re curious to learn more about? Interested in authoring a guest blog? Drop us a line at [email protected].