The Airbnb Superhost #028 - Customer Road Map 10 - When a Good Host Gets a Bad Review
In this episode, Neil continues to look at the power of Airbnb's review system, with a focus on the challenging topic of bad reviews for hosts on the platform. With over 2,000 guests and 1,000 reviews under his belt, Neil shares his insights on how to handle and learn from negative feedback. He discusses the different types of bad reviews, the importance of analyzing the root cause of issues, and the impact bad reviews can have on a host's reputation and Superhost status.
KEY TAKEAWAYS
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Maintaining a high average review score is crucial for Superhost status, as it shields hosts from losing the badge even if a rare bad review comes in.
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When faced with a bad review, it's recommended to sleep on it before responding. This helps in responding professionally and avoiding aggressive or defensive reactions.
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Understanding the motives behind bad reviews, whether justified or not, can help hosts in appropriately addressing the feedback and improving their services.
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Bad reviews can affect a host's reputation, confidence, and Superhost Key Performance Indicators (KPIs), potentially leading to loss of bookings and Superhost status.
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Viewing bad reviews as feedback and analyzing the root causes of issues can lead to improvements in hosting practices and guest satisfaction.
BEST MOMENTS
"Nobody sets out to get a bad review deliberately. We want the gold every time."
"I simply took it upon myself to be deliberate in asking my guests what time they anticipated using the tub and then heat the tub up for them to the correct temperature."
"Bad reviews affect our Superhost Key Performance Indicators or KPIs. To obtain and maintain a Superhost status, we need an average review score of a minimum of 4.8 out of 5."
"If you get a bad review, sleep on it before responding. Their perspective is their reality. Okay, so what happened?"
"May your rooms be booked, your reviews five-star, and none of them bad."
CONTACT DETAILS
Visit Neil's Airbnb https://bit.ly/SuperhostNeil
Instagram: https://www.instagram.com/superhostneil/
Facebook: https://www.facebook.com/SuperhostNeil
TikTok: https://www.tiktok.com/@superhostneil
Email: SuperhostNeil@gmail.com
ABOUT THE HOST
Neil has led a fulfilled and unconventional life, navigating an extraordinary journey from the Royal Navy to prop-making in London's West End theatres. Born into a military family, it was a twist of fate which led him to the theatre, where he contributed to iconic productions such as Phantom of the Opera.
Eventually, Neil transitioned to Corporate Event Team Building, eventually founding his own venture in 1999. Financial challenges in 2017 are what prompted a strategic shift to Airbnb hosting, proving a reliable backup income. By 2021, Neil and his business partner triumphed over significant debt, fuelled by their resilience and the success of Neil's Airbnb venture. Now, Neil has left the corporate world behind, thriving solely through his flourishing Airbnb endeavours.
ABOUT THE SHOW
Welcome to "The Airbnb Superhost," your ultimate guide to mastering the art of hosting on Airbnb. In each concise 15-minute episode, Neil will reveal the secrets to creating unforgettable guest experiences and maximizing the potential of your property, drawing on over 8 consecutive years as a qualifying Airbnb Superhost.
With a focus on 3 specific aspects of running an Airbnb business; the host, the property, and Airbnb itself, Neil provides step-by-step guidance on everything from ambiance creation to effective communication.
In each episode, a Superhost Secret will help you elevate your hosting game and keep guests coming back for more. Whether you're a seasoned host or just starting out, Neil’s actionable tips and tricks will help you become a hospitality superstar.
Disclaimer: The Airbnb Superhost is in no way affiliated with Airbnb. All ideas, thoughts, concepts and data presented in this podcast are entirely Neil’s own and do not represent the views of Airbnb.