Maintaining quality

Higher ratings and reviews can lead to more bookings and earnings. After checkout, guests can rate their overall stay, as well as cleanliness, accuracy, check-in, communication, location, and value.

Though ratings aren’t the only measure of a five-star stay, getting these six categories right every time is key.

Guests expect your photos, amenities, and descriptions to match your actual spaces. If you have a seasonal amenity like a pool, don’t forget to update the listing when the pool is closed. 

Samantha, a Superhost in Belfast, Maine, with 20 listings, sets expectations by providing detailed listing descriptions with up-to-date photos. “We also try to make sure we are current on every single amenity we provide, so guests know what to expect,” she says. She tries to refresh her photos seasonally and update her listings on a monthly basis.

Fill out the check-in instructions for every listing, with step-by-step details and photos if necessary. Where smart lock integration is available, connect compatible smart locks to your Airbnb account to automatically generate a unique code for each guest’s stay.

Corinne, a Superhost in Purcellville, Virginia, with 36 listings, creates a short message with house information and arrival instructions for every listing. She schedules this message for three days before check-in. This helps avoid last-minute questions and ensure check-in goes smoothly.

You might create a detailed turnover checklist for your listings, so cleaners always follow the same routine to avoid overlooking anything. Corinne has a thorough checklist that she’s modified for each listing. 

She also buys essential items in bulk and keeps supplies at a central location. “If anything is reported low, we schedule the item to be replenished at the next clean,” Corinne says.

Your response rate measures how quickly you reply to inquiries and reservation requests. Use quick replies and scheduled messages to save time. 

“I have some quick replies ready to go related to frequently asked questions around things like fire pit and hot tub operations and distance to attractions,” says Kory, a Superhost in Chicago with seven listings.

Whether a listing is central or off the beaten path, be clear about its location in the listing description. You can also set expectations about location in your title and photo captions.

“My first listing was far from the city center,” says Tatiya, a Host Advisory Board member and Superhost in Bangkok who hosts five listings and co-hosts 44 listings. “When guests were stuck in Bangkok rush-hour traffic, I got low ratings. It took me a while to keep editing my listing description to manage guest’s expectations.”

Cleanliness, accuracy, check-in, communication, and location all have an effect on your listings’ overall value. If you get all five of these right and keep your design and amenities updated, guests are more likely to feel they paid the right price for their stay.

“I believe pictures and complete descriptions can tell both the experiential and value story,” says Kory. “I like to display my fully stocked kitchens, outdoor spaces for gatherings, and design choices suited to my ideal travelers for each home.”

To track how you’re doing in all six categories, your Insights tab offers details from each of your guests.

If you’re offering five-star stays, responding quickly to guests’ messages, and keeping your calendar and booking settings up to date to avoid cancellations, you’re well on your way to becoming a Superhost. On average, we’ve seen that the Superhost badge can drive an incremental 4% more earnings for Superhosts.*

*According to Superhost assessments in 2021 and 2022

If you use API-connected software, you’ll be able access these features from your software if your provider has integrated them. If not, contact your provider to find out when they’ll be available.

Information contained in this article may have changed since publication.