Five ways to keep your Airbnb guests happy and what to do if they aren't?

Five ways to keep your Airbnb guests happy and what to do if they aren't?

We have been renting out our cottage in Boise since March with an 85% overall occupancy! How can you duplicate our strategy and keep your guests happy? 
1. Respond to guest requests as soon as humanly possible. We have templates set up for our response which can be quickly utilized but it impresses potential guests if you add a little something personal to their request, if it applies. If they mention bringing their dog Max, mention the dog's name in your reply, etc.
2. Answer all their questions before they book! If they seem like serious prospects, offer to block your space for 24 hours while they check with all their group.
3. Provide a detailed welcome book you send to guests in advance of their stay and provide a hard copy of the book in your home. We have chosen to add an extensive list of things to do in the area and restaurants. We include safety resources, like our local police and fire stations.
4. Make sure you know what time your guests are arriving and confirm their expectations for entering the house are understood.  It should go without saying, but also make sure your house is ready for them.
5. You only get one chance to make a great first impression. Before your listing goes live, walk through as a potential guest to observe anything missing for your guests comfort. As a bonus, we provide those often forgotten items from home.
6. Leave a welcome treat out for guests. We like to support local businesses and usually leave a local brew or wine plus our kitchen is always supplied with local coffee. If guests are bringing a dog, make sure there are treats to welcome Fido, doggy poop bags. a bowl and doggy toy.  Purchased inexpensively at the dollar store, this completes a total welcoming experience.
If your guests are unhappy, how to resolve any issues and will you lose business?
The good news is if you address their complaints on the Airbnb platform and offer a solution or let them know you will be proactive and solve the issue for future guests, not only will that usually satisfy even the most finicky guest, it will give you brownie points with future guests who read your responses online.
Happy renting,

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