Common Reasons Guests Report a Negative Experience
😕 Space does not match the listing
Photos or descriptions may not reflect the current layout or condition of the space.
🚫 Space is not fully prepared
The space was not as clean, tidy, or ready for use as guests expected based on the listing.
⚠️ Amenities are not working or unavailable
Wi-Fi, AV equipment, heating/cooling, or other included features weren't functioning or accessible during the booking.
📵 Difficulty communicating with the host
Guests were unable to reach their host, or experienced unprofessional communication during the booking.
Tips to Improve the Guest Experience
🔍 Keep your listing accurate and up-to-date
Regularly review your photos and description to make sure they accurately reflect your space's current layout, features, and availability. Outdated listings and inaccurate availability are one of the top drivers of guest disappointment.
💬 Set clear arrival instructions and message templates
Update your arrival instructions so guests know exactly how to access, use, and leave your space. Create reusable message templates for common guest questions to save time and keep communication consistent.
🪣 Prepare the space before every booking
Ensure your space is clean, organized, and ready to use before each booking window. All promised amenities should be present, functional, and accessible.
📲 Respond promptly and stay available during bookings
Respond to guests in a timely, courteous, and professional manner. Be actively available or designate a trusted contact person during the booking window to assist guests if any issues arise.
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