Real Estate Investor Magazine South Africa October 2015 | Page 19

COVER STORY

Using Airbnb to Host and Stay
Where Airbnb differs from traditional rentals is that
the renter is not simply leasing four walls and a roof,
but selling an experience. Airbnb hosting is service
sector hospitality, closer to that of a hotel concierge
where the host doesn’t just provide the room but offers
advice on activities, provide directions to landmarks
and answer questions about the weather. As such
Airbnb hosts compete on greater customer service,
relying on the feedback of the guests in promoting
their accommodation.
As there is no clear ‘model’ for the Airbnb experience,
one common theme among hosts is that it’s important
to set expectations upfront. While Airbnb itself provides
detailed guides to guest and host etiquette, both parties
can sometimes find themselves at odds due to differing
expectations. In many cases guests are comfortable
with a more informal setting, while others expect the
same service they’d get at a 5-star hotel. It is important
for guest to understand that they are not booking into
a hotel, they are in fact staying at someone’s home,
meaning there is no daily maintenance crew to clean
up and there is no 24 hour service on call. The concept
of being in someone’s home is the plus of Airbnb, and
the service is not an alternative to staying in a hotel.
Hosts are given the opportunity to reject a request, if
the timing is inconvenient, the guest request is rude or
abrupt or if the host and guest are not a good fit.
A typical listing provides the standard number of items
you would find at a hotel, which includes:
• Ironing board
• Coffee maker
• Hairdryer
• Full-length mirror
• A few clean towels
One harsh reality of monetising a private property is
that it becomes open to public criticism. Which is why
both guests and host need to have a clear understanding
of what is being offered, to avoid any negative feedback
and hurt feelings.
www.reimag.co.za

TACTICAL TIPS FOR AIRBNB HOSTS
• Leave tourist guides such as local restaurant listings etc out
for guests to read.
• Leave a welcome guide / FAQ list out for guests (which
includes things like the WiFi password, and house rules, or
says things like, “The light switch to the bedroom is behind
the door.”)
• Set expectations clearly, especially around check-in
procedures to avoid situations like late check-ins or outs
(as often guests assume it’s okay to show up at anytime,
as if you’re going to be there 24/7). As people are used to
showing up to a hotel at anytime, so some people project
that same expectation onto their Airbnb host. Be clear about
what time is appropriate for check-in, and include this in
your welcome email.
• Create a list of “fun stuff to do” if they arrive early (before
check-in time) — recommended restaurants, cafes, coffee
shops, parks, etc. Include this in the welcome email.
• Write the directions to the house in the welcome email, as
well as the best way to reach the destination, whether by
public transport or with a rental car; don’t just tell them to
GPS the address.
OCTOBER 2015 SA Real Estate Investor

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