381. Airbnb Guest Complaints: Why We Should Stop Bashing & Start Serving

In today’s episode, we’re getting (painfully) real.

We felt the need, after seeing a flood of negativity in online STR spaces, to bring this all back to its foundation – why do we work in hospitality, anyway? What does it mean to truly serve the guest? And, how can we go above and beyond in that mission?

As open and honest as ever, we recount some educational examples from our recent, and not so recent, past – including breakdowns in delivery of service, frustrating lapses in communication, a broken couch, missing knives, and so much more.

The truth is, guest satisfaction is our top priority. This industry, your business, and ours – is built on that very fact. Sometimes it’s helpful to unplug the daily/weekly machine of how and when we do things to reverse engineer our “why” – and rededicate ourselves to the things that really matter.

What’s in a 5-star review? What is your problem and what isn’t? What is the baseline, for the guest and for us? And, how are they different? These important questions, and more, are addressed today. We hope tuning in inspires you to do some soul searching of your own, too, to reignite the flame of hospitality excellence that got you into this work in the first place.

(00:01:22) #STRShareSunday: @BeachnBoard

(00:03:10) Why Do We Work in Hospitality?

(00:06:29) STR & Service-Based Business Stories to Learn From

(00:18:07) Tips for Going Above & Beyond for Your Airbnb Guests

(00:29:25) Stop the Bashing: STR Guest Satisfaction is #1

Resources:

• Click here for full show notes

• #STRShareSunday: @BeachnBoard

• Video: Airbnb Host: No Refund and Gamble Bad Review?

• Airbnb Essentials Checklist: hostchecklist.com

Thanks for Visiting is produced by Crate Media.

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