What is interesting, is when Hosts over do it, it sets up an unrealistic expectation that other host are doing the same thing. We get a lot of people thanking us for leaving a simple thank you note. It's just that simple. A box of 12 thank you card cost a $1 at the dollar store. Another great topic Richard! Thanks!
I started giving milk, butter, ground coffee and cookies. I calculated my expenses per night and was shocked when I factored in water and electricity and running costs averaged about 12 euro per night excluding labour, thats a lot considering I list for 50 euro a night. Now I offer my super detailed neighbourhood guide which guests LOVE and its free plus instant coffee and tea and nothing else.
I hate to admit it...but you are right. We have been super hosts for 7 years, successfully renting out a little bedroom in our circa 1980s trailer on a small hobby farm in WA, and then 4 years ago changing over to a 320 sf treehouse, geared towards honeymooners, anniversaries, romantic stays. We were always over the top, wine, homemade cookies, snacks French roast coffee beans, full farm breakfast, delivered to the treehouse EVERY morning (rain, snow, sun) and many amenities beyond that. After all these years, we DO have a full 5* star rating, guests love their stay....but, as much as I LOVE being hospitable, and we love making our guests happy.... It's just making the return in the long run. Now, we have cut back, no wine (ok, IF they are honeymooners, yea we offer a $6 bottle of champagne) and no snack basket, we still provide the coffee beans (ground goes stale too fast) and tea. My hubby loves to make the big breakfasts, but, when our hens are molting, like now, we have to go out and buy eggs. Bottom line essentials are tp, towels, coffee, tea and half n half. I still bake cookies, but I only bake a half batch now, freeze some dough for the next guests. Those items always get mentioned. But, oddly enough...never the wines. And that's a LOT of money spent that could have gone for bills. We recently stayed in an airbnb for our own anny. The hosts offered fresh fruit from their trees, in the mini fridge were hardboiled eggs, homemade muffins, half n half and a small dish w butter. Coffee and teas too. We really appreciated that, and loved some of the other touches. Everyone has different was of showing hospitality, we no longer go way overboard, but still offer items we know make a difference. I'm going to share this with my hubby, maybe we can cut back a bit more...lol Thanks for this video series!
Thanks for the insight! Something that doesn’t cost anything, except a little thought, is to leave a personalized note welcoming them to my home. I take 10 mins and go to the garden to collect greens, berries, flowers and leave them next to the note in a lovely ceramic vase. 95% of the time I get a shout out for that. One other delight to guests has been kid stuff, like baby shampoo, little stuffed toy and kid books. If they are bringing their dog(s) I leave water/food bowls and a treat. Little things that you remember and act on for their comfort and surprise go a very long way. Thanks again Richard.
I leave a bottle of wine and a thank you note for all my hosts when I leave. I have never considered it a travel budget buster. They all are very appreciative in their private feedback. Personally, I think generosity as well as appreciation are far too underrated in today's society. You can't take it with you.
I get it for a hotel with overheads. I am enjoying spending just a bit of what he guest pays back on them, stocking the fridge and being thoughtful. It’s nice to be nice. I couldn’t do this if a ran a hotel, which is why I don’t maybe!!
Awesome TOPIC ..each of my bokings get: 1 NEW dish washing sponge ( usually left untouched, but I think it conveys a message of hygiene / care ); 2 bottled water, few CHOCOLATES, 1 ROLL PAPER TOWEL ( usually lasts for 2 / even 3 guests ) and 2 Rolls Toilet paper
I had work in Hotel industry for over 25 years. I'm new to Airbnb I don't get it when I see people so upset when they are paying $50- 70 per night and they want a house. In a hotel, you get a room shower and free Ice. for over $100 per night. People dont complay to big Corcopation
Nest thermostat is worth the investment. Stocked kitchen with the basics. Starbucks or Pete's coffee. We don't leave wine unless special occasions like holiday or birthdays.
I saw a series on Netflix about setting up a short term rental, and they suggested 10% of the first night's stay as a surprise treat for the guests on the day of arrival only. I do leave a snack basket for our guests and 4 soft drinks. I buy the snacks at the dollar store, and canned soft drinks in bulk. The snacks are a bag of potato chips, 2 packs of ramen noodles, 2 granola bars, and a small pack of cookies. The total cost is less than $10. Considering we have a minimum 3 night stay, and guests pay between $75-$120 per night, depending on the season, the $10 investment in snacks is a small thing. We often have international guests who arrive late at night, and likely will not have time or energy to go out for a meal or get groceries. Hence the snack basket. The suite is otherwise quite basic, I get sheets and towels from Ikea, and shampoo & shower gel when they go on sale, and basic coffee/tea/cooking oil in the kitchen. I do like the ideas some others have posted here about fresh flowers in the suite, I might do that in the summer months, as I have a large flower garden, and that would cost nothing.
Good job. I ran a successful service business for 30 years so this was obvious to me. However, judging from the comments, it was something not obvious to everyone. If you're doing business 101 stuff, you might also hit the other basics: how to keep your bookkeeping and payroll, how to contract with your employees/contractors, how you limit your liability, etc.
Lol. My husband says I leave too many snacks out: chips, oj, popcorn, granola bars, coffee pods, assortment of creamer, water bottles. I just want to make our guests feel like they made a good choice when they check in. One thing that has helped with this type of expense... COUPONS and rebate apps. I'm very frugal by nature, so by also couponing for our rental, I save a substantial amount on snacks and toiletries. If that tip helps anyone at all!
InDirectDiana They made the right choice👍 If you get enough per night to offer those amenities then it’s ok. But also factor in the time you spend getting these coupons and rebates and purchasing the snacks. Your time is valuable so you can either find a scalable way to offer those amenities or scale back what you’re offering
So glad you addressed this issue. I have also found a lot of people on FB really overdoing it with offerings. Almost like a competition. I've been a host since the beginning of 2011, superhost since the start, and I see hosts going overboard. What hotel offers a plate of goodies or wine when you arrive? And how much ends up as garbage, as you never know what guest can eat or drink. Basics yes. Coffee and tea yes. Any more is really overindulging guests.
I have stayed at several 5 star hotels for leisure and pleasure as well as business class hotels with business lounges, where I received wine or champagne and gourmet sweets and snacks in room or had the 24 hour stocked snack and wine bar in the complimentary lounge, even three newspapers at my door by 5 am...similar to VIP airline lounges. If a property is catering to first class guests, the expectation will probably coincide. A host needs to classify their property, have a target demographic, and then live up to the expectation of that clientele. I believe there is no cookie cutter answer, just a call to be in possession of common sense.
I price in the extras i give, which includes milk, eggs, butter, jams, yoghurts, croissants - if a guest stay is worth over £500 i throw in a bottle of wine. It pays for itself if you price correctly.
I told my wife that we should put some water in the room for the guests as a convenience. I had some free bottled water around and I put 2 bottles in the room. My wife immediately wanted to add an apple, bananas, snacks, etc... We are barely charging between $25 and $30 per night... I thought she was on the generosity side...
Cesar Gomez hahaha. It’s a slippery slope. Must remember this is a business first and can, and should, change your life. But in order to do so, it must be profitable first and foremost. Thanks! 💪
A hotel will never give you free wine. or water I pay $15 of water yes there is Alchohol in the nini frige but you pay for it. Why do people think the can run the old house for $50? Cook, do laundry, get free wine, Use my kitchen. I rely is too much. I also have run B&B were per night was $300 They did not get wine the got Bed and Breakfast, and shower. Not going to the kictken and cooking not. Airbnb want to use Bar BQ. is too much.
Richard, Do you recommend cramming a second futon or pullout bed into a room to increase guest count? Or keeping one bed with a desk and/or sitting area to add to the comfort and esthetics ? Guest count vs guest comfort. Please and Thanks for all the info!
Hey Richard - love this video also. I agree 100%. I am currently a LIH (with future plans to expand exponentially) that offers what I consistently state in all my information - "clean, quiet, private and secure...". It's my home, not the Taj Mahal. I have an amenity basket, water, cups and mints and if I'm in a baking mood - my guest hit the lottery. I read and read what my guests say that is a consistent thread and then apply or continue. Apparently, it's my winning personality (huh?!), cleanliness and room comfort that wins them over every time. P.S. I do iron my 100% Egyptian cotton top flat sheet and pillow cases - just until I can afford a service!
I totally agree that there has to be a ''sweet spot''. But I think that it would be sweeter if ABnB would introduce a ''five star'' system for the guests as well.
I go to Costco and I buy items for my family, eggs, cheese, milk, fruit, drinks. I put some of the items in the Airbnb. It is a nice selection of things and the things look fresh and generous. I buy the same bottle of wine every time that is delicious. It is $14.00 at Costco, but online it is $25.00. I have have many guests that leave a review about the wonderful wine, but they do not drink it.
I used to buy 4 potted cedar plants for my patio .. which died each year. Now I potted my viginia creeper vines which were free and come back each year. I dont buy new towels just goodwill , rolled and in a nice basket. Then each person knows which towel is theirs.. Sheets I buy the cheaper sets. I get munchies from dollar tree and dont go over 10 dollars. They only eat a few but feel welcomed.
One hospitality angle at zero dollars and a little time is to personalize the communication. For my listing that might be mentioning the local store opens at 7am and it's a great place to stop in for coffee. Or a short hike we enjoy. Or that there is a pair of binoculars for bird watching. Establishing a connection makes it easier to get those 5*. Guests feel like your investing in them.
Excellent points Richard. I think everyone’s sweet spot may be different. Factoring in total nights average and market competition. We’ve outfitted ours with a lot of amenities & consumables that are table stakes for our Fire Island market (consumables: shampoo, body wash/soap durables: beach chairs, beach umbrellas, bicycles). Extras such as items like olive oil, flour, ketchup, baking items are convenient, but not necessary. Adding in charging cords, a baby monitor, a crib, games for adults & children was a reasonable expense and helped add to listing appeal for families. Did we have to put a Sonos in every room? Did we have to install an Apple TV when we already have a Roku tv with services connected? Probably not, but the ability to stand out as a top listing and command top pricing was important for us and a consideration for when we (or like minded guests that we attract) use it.
Love the chart! Some people just don’t get it. They say well I paid the sheets off with one night, but you can’t dedicate 100% of your revenue just to sheets to justify the purchase of them. Like you mentioned you probably won’t even get any more money for more expensive sheets per night so it’s just money out the window.
Not talking about the quick dry sheets, those pay for themselves not from increased revenue but decreased costs on time and utilities. It’s just an example I threw out.
We have a cottage on the lake in the Muskoka area in Ontario CANADA and we offer a fully equipped kitchen with all your needs some milk and cream and coffee and tea and linens blankets wood to burn toiletries and soaps which we get from the dollar store and that's it.. We feel going above this and offering anymore would be unnecessary..We are renting the experience of being on a lake with a million dollar view and that's what guests remember.also we have become superhosts because we leave a place supeclean and respond almost immediately if our guests have any issues which serves its weight in gold..
As a guest, I enjoy the little things like snacks etc. But certainly do not expect it. And certainly is not a deal breaker. There is usually a close grocery store.
I let someone in, after there was a warning about her from another host about her , that no one should rent to her. I am learning from you , watching, and know what to do and not to do . Nothing bad really happened besides a bad review .
Hi Richard, let me ask you how you handle very needy people. People which ask you more and more and always have some things that they want from you extra. I just had my first guest - a student from China and I was just surprised that his need for more just did never end. We rent a guest room in the house.
People ask me for things and I say, no sorry I don't offer that in my listing. End of conversation. It's as if they didn't read the description when they booked
I just got medium soft towels from Walmart for about three or four dollars each. When I gave out high-quality towels the first time, the guests smeared makeup all over it as a permanent stain and denied it - - and this happened 2x.
I once had a request for one night....A last minute request. The room was nicely priced at $46 per night. She and her boyfriend had been driving cross country. She said they had 6 loads of laundry and was there a washer and dryer. I was shocked!
We had something similar a couple of times, once with German guests, and another time with UK guests. The Germans had been camping around BC for two weeks prior to staying with us for three nights before their return flight home. The UK couple had spent a couple weeks driving across Canada before staying at our suite in Vancouver. They proceeded to wash every article of clothing in their suitcases over the three days. It was annoying to say the least. This is one of the reasons I don't allow single night stays, and have a three night minimum.
some things you get for almost nothing and can make a big influence with really small investment i put some biers for a guest from Austria and small salamis he was so happy oh my god =D overloaded with joy =D got a fantastic review and this get promised to come back=D
That's great! Now if your margins make that a reasonable investment I say go for it. However, it might be difficult to replicate if you decide to expand your business to other cites, states, countries.
My example: We have a very nice Russian fireplace in the house and guests definitely expect to be able to use it. So, I used to leave three racks of wood on the front porch. Then I had a guest use all three of the racks. I had to buy another cord of dry wood for $280 and then calculated by volume that each rack was $40 replacement value, not even counting my time to stack it. Now I have one rack on the porch and am thinking about offering a second rack for guests for a $50 fee. Absorbing a $120 expense by guests is definitely not sustainable for me. But this is a luxury that guests love.
Bray Hill House this is an awesome amenity. I would leave a small little sign that states this what is left here for your convenience however should you use it there's a $40 charge for restocking the wood as well as cleaning the fireplace and chimney annually. I saw someone do this for their barbecue and it made total sense
Bray Hill House Wow! I own 3 cabins all on mountaintops. All 3 of mine have fireplaces. But I don’t even provide firewood. I do, however, give guests a list of places nearby that sell “bundles” of firewood, newspaper and kindling for $5/bundle. I can’t afford to provide firewood for guests.
Thank you for the encouragement. You Rock. Our rentals are doing great, our reviews are positive, with the exception of the areas the guest has complete control of....selection of location and value. That said, we have over 200 reviews under our belt. Our communication is 5 star, our cleanliness is 5 star, our check in process is 5 star. We are knocking it outta the park. Guests select us! Knowing our price point and our exact location ( there is a map and the price is published on the Airbnb site). Yet when our reviews come in for value we are getting 4.6 Stars. And our location ( we are rural ) stars are also at or around 4.6 What are your thoughts for us to improve on these areas? Areas the guest has control of. Our location is a peaceful (rural) oasis in a park like setting. On a RIVER. Our prices are not the lowest in the area because we offer a private location with unbeatable access to nature and water, plus our accommodation are top notch. Appreciate your RUclips and Instagram posts. Thanks for everything.
What do you do if a guest brings guest over when it clearly says no guest on your house rule? I also let him know when I saw the guest enter my home and left 7 hrs later.
I would respond INSIDE the AirBB app and politely ask his guest to leave...and inform him that if he breaks HR again he will be asked to leave...no refunds...
I would cancel the reservation, inform the guest that I am aware of the second person, and then inform them they and their companion must leave. This is a huge liability - and safety - risk, for you and them. I put in my house rules that all guests must be on the reservation, and that violation of that policy is grounds for canceling the reservation.
Thanks for the sharing, Richard! I got a question here, can you please get me some advice? We are planning to start the AIRbnb business soon. We just don't know how to handle the door key safely. For example, how can we prevent the previous tenants who stay at our place before but have checked out, and then come back and get into the door by the key they copied? Thanks!
They have smart lock tech that changes the code for each guest but honestly I wouldn't over think it. Been using the same code on my old school Masterlock boxes for years with no problems.
Yes, 100%. TO be clear I'm talking about unnecessary gifts, meals, your time, etc that cuts into your bottom line and doesn't necessarily help your reviews. If you don't provide toilet paper it WILL result in lower reviews.
@@imrichardfertig You did mention toilet paper and paper towels as an example. LOL, I don't think you meant to though. Anyway, I love your videos and I love this one particularly.
I don't put paper towels in my suite, only cloth kitchen towels. I find people are very wasteful with paper towels. If they need a cleaning cloth like to clean shoes or something soiled, I direct them to the supply closet which has all our cleaning supplies.
I am a big fan Trader Joe's Two Buck Chuck wine. However I have seen many times where the wine has sat and nobody touched it. I tend to find that as Richard stated there are a variety of things that one can do in order to appease your guest. any one of these things could be that 5 * element
and some cost zero dollars. Not saying everyone shouldn't give gifts but I see way too many hosts in the $40-$90 price range offering $10 in gifts for every guest. Just doesn't make sense.
kathleen zmaksy I have to mention, I am a professional wine taster, I get paid to demo wines. The Charles Shaw brand is actually a good wine and is comparable to some wines $8-15. YOU may not enjoy it however I have gotten many rave reviews of guests showing up tired and ragged and a glass of wine was exactly the thing needed to unwind and kickstart their vacation.
If we pull in at 10 pm and did not travel with our own wine, I would be quite happy with any bottle of anything containing alcohol, even two buck chuck from TJ’s...which incidentally, is not tragic given its price point.
Richard, unfortunately your advice failed me. (don't take it personally) Here's what happened. I decided that I would charge for firewood after watching this video b/c this is the biggest expense I can not control and is a lot of extra work for me to keep stocked. I gave my Thanksgiving guests the indoor rack of firewood and one outdoor rack of firewood and decided to charge $50 if they needed another rack. Well they needed more and I let them know I would be happy to give them another rack but that I need to charge them $50. It did not work. They were angry and I got my first 4 star review. I think it is worth noting that generosity is part of the definition of hospitality. Definition of Hospitality: the friendly and generous reception and entertainment of guests, visitors, or strangers. synonyms: friendliness, hospitableness, warm reception, welcome, helpfulness, neighborliness, warmth, kindness, congeniality, geniality, cordiality, courtesy, amenability, generosity, entertainment, catering, food.
Sorry to hear that. Realize that this wasn't directed to all hosts. Mainly hosts that already have small margins or low price points and decide to provide over the top gifts and breakfast, snacks, their time, etc. I don't think you're wrong for charging for the firewood. Maybe $50 isn't the right price. More importantly, I think it comes down to setting expectations.
Thank you! I think my execution could have been better. I'm having a couple of "classic metal signs" made that hang above the wood piles telling guest what is free and what is extra charge so expectations are set.
What is interesting, is when Hosts over do it, it sets up an unrealistic expectation that other host are doing the same thing. We get a lot of people thanking us for leaving a simple thank you note. It's just that simple. A box of 12 thank you card cost a $1 at the dollar store.
Another great topic Richard!
Thanks!
I started giving milk, butter, ground coffee and cookies. I calculated my expenses per night and was shocked when I factored in water and electricity and running costs averaged about 12 euro per night excluding labour, thats a lot considering I list for 50 euro a night. Now I offer my super detailed neighbourhood guide which guests LOVE and its free plus instant coffee and tea and nothing else.
It’s the law of diminishing returns. Do it nice but don’t overdo.
I hate to admit it...but you are right. We have been super hosts for 7 years, successfully renting out a little bedroom in our circa 1980s trailer on a small hobby farm in WA, and then 4 years ago changing over to a 320 sf treehouse, geared towards honeymooners, anniversaries, romantic stays.
We were always over the top, wine, homemade cookies, snacks French roast coffee beans, full farm breakfast, delivered to the treehouse EVERY morning (rain, snow, sun) and many amenities beyond that.
After all these years, we DO have a full 5* star rating, guests love their stay....but, as much as I LOVE being hospitable, and we love making our guests happy....
It's just making the return in the long run.
Now, we have cut back, no wine (ok, IF they are honeymooners, yea we offer a $6 bottle of champagne) and no snack basket, we still provide the coffee beans (ground goes stale too fast) and tea. My hubby loves to make the big breakfasts, but, when our hens are molting, like now, we have to go out and buy eggs.
Bottom line essentials are tp, towels, coffee, tea and half n half. I still bake cookies, but I only bake a half batch now, freeze some dough for the next guests. Those items always get mentioned. But, oddly enough...never the wines. And that's a LOT of money spent that could have gone for bills.
We recently stayed in an airbnb for our own anny. The hosts offered fresh fruit from their trees, in the mini fridge were hardboiled eggs, homemade muffins, half n half and a small dish w butter. Coffee and teas too. We really appreciated that, and loved some of the other touches.
Everyone has different was of showing hospitality, we no longer go way overboard, but still offer items we know make a difference.
I'm going to share this with my hubby, maybe we can cut back a bit more...lol
Thanks for this video series!
Thanks for the insight! Something that doesn’t cost anything, except a little thought, is to leave a personalized note welcoming them to my home. I take 10 mins and go to the garden to collect greens, berries, flowers and leave them next to the note in a lovely ceramic vase. 95% of the time I get a shout out for that.
One other delight to guests has been kid stuff, like baby shampoo, little stuffed toy and kid books.
If they are bringing their dog(s) I leave water/food bowls and a treat. Little things that you remember and act on for their comfort and surprise go a very long way.
Thanks again Richard.
You're spot on. Love the handwritten note.
I leave a bottle of wine and a thank you note for all my hosts when I leave. I have never considered it a travel budget buster. They all are very appreciative in their private feedback. Personally, I think generosity as well as appreciation are far too underrated in today's society. You can't take it with you.
I get it for a hotel with overheads. I am enjoying spending just a bit of what he guest pays back on them, stocking the fridge and being thoughtful. It’s nice to be nice. I couldn’t do this if a ran a hotel, which is why I don’t maybe!!
I have a water cooker with hot water in my unit and it’s very convenient for guests.
Yes I agree and I really have to work on to stay within the sweet spot
hello
Awesome TOPIC ..each of my bokings get: 1 NEW dish washing sponge ( usually left untouched, but I think it conveys a message of hygiene / care ); 2 bottled water, few CHOCOLATES, 1 ROLL PAPER TOWEL ( usually lasts for 2 / even 3 guests ) and 2 Rolls Toilet paper
I had work in Hotel industry for over 25 years. I'm new to Airbnb I don't get it when I see people so upset when they are paying $50- 70 per night and they want a house. In a hotel, you get a room shower and free Ice. for over $100 per night. People dont complay to big Corcopation
I totally agree I have never see such a competitive market
I really needed this reality check. Thank you Richard!
Nest thermostat is worth the investment. Stocked kitchen with the basics. Starbucks or Pete's coffee. We don't leave wine unless special occasions like holiday or birthdays.
Love it. Thanks for sharing Jason!
I saw a series on Netflix about setting up a short term rental, and they suggested 10% of the first night's stay as a surprise treat for the guests on the day of arrival only. I do leave a snack basket for our guests and 4 soft drinks. I buy the snacks at the dollar store, and canned soft drinks in bulk. The snacks are a bag of potato chips, 2 packs of ramen noodles, 2 granola bars, and a small pack of cookies. The total cost is less than $10. Considering we have a minimum 3 night stay, and guests pay between $75-$120 per night, depending on the season, the $10 investment in snacks is a small thing. We often have international guests who arrive late at night, and likely will not have time or energy to go out for a meal or get groceries. Hence the snack basket. The suite is otherwise quite basic, I get sheets and towels from Ikea, and shampoo & shower gel when they go on sale, and basic coffee/tea/cooking oil in the kitchen. I do like the ideas some others have posted here about fresh flowers in the suite, I might do that in the summer months, as I have a large flower garden, and that would cost nothing.
Good job. I ran a successful service business for 30 years so this was obvious to me. However, judging from the comments, it was something not obvious to everyone. If you're doing business 101 stuff, you might also hit the other basics: how to keep your bookkeeping and payroll, how to contract with your employees/contractors, how you limit your liability, etc.
Lol. My husband says I leave too many snacks out: chips, oj, popcorn, granola bars, coffee pods, assortment of creamer, water bottles. I just want to make our guests feel like they made a good choice when they check in. One thing that has helped with this type of expense... COUPONS and rebate apps. I'm very frugal by nature, so by also couponing for our rental, I save a substantial amount on snacks and toiletries. If that tip helps anyone at all!
InDirectDiana They made the right choice👍 If you get enough per night to offer those amenities then it’s ok. But also factor in the time you spend getting these coupons and rebates and purchasing the snacks. Your time is valuable so you can either find a scalable way to offer those amenities or scale back what you’re offering
I needed this badly
Hi, this was very helpful. I stopped serving breakfast. It was causing me to lose money in the long run.
So glad you addressed this issue. I have also found a lot of people on FB really overdoing it with offerings. Almost like a competition. I've been a host since the beginning of 2011, superhost since the start, and I see hosts going overboard. What hotel offers a plate of goodies or wine when you arrive? And how much ends up as garbage, as you never know what guest can eat or drink. Basics yes. Coffee and tea yes. Any more is really overindulging guests.
I have stayed at several 5 star hotels for leisure and pleasure as well as business class hotels with business lounges, where I received wine or champagne and gourmet sweets and snacks in room or had the 24 hour stocked snack and wine bar in the complimentary lounge, even three newspapers at my door by 5 am...similar to VIP airline lounges. If a property is catering to first class guests, the expectation will probably coincide. A host needs to classify their property, have a target demographic, and then live up to the expectation of that clientele. I believe there is no cookie cutter answer, just a call to be in possession of common sense.
Thank you for this video! All about that sweet spot of delighting guests while staying profitable. Needed this!
I price in the extras i give, which includes milk, eggs, butter, jams, yoghurts, croissants - if a guest stay is worth over £500 i throw in a bottle of wine. It pays for itself if you price correctly.
I told my wife that we should put some water in the room for the guests as a convenience. I had some free bottled water around and I put 2 bottles in the room. My wife immediately wanted to add an apple, bananas, snacks, etc... We are barely charging between $25 and $30 per night... I thought she was on the generosity side...
Cesar Gomez hahaha. It’s a slippery slope. Must remember this is a business first and can, and should, change your life. But in order to do so, it must be profitable first and foremost. Thanks! 💪
A hotel will never give you free wine. or water I pay $15 of water yes there is Alchohol in the nini frige but you pay for it. Why do people think the can run the old house for $50? Cook, do laundry, get free wine, Use my kitchen. I rely is too much. I also have run B&B were per night was $300 They did not get wine the got Bed and Breakfast, and shower. Not going to the kictken and cooking not. Airbnb want to use Bar BQ. is too much.
Richard, Do you recommend cramming a second futon or pullout bed into a room to increase guest count? Or keeping one bed with a desk and/or sitting area to add to the comfort and esthetics ? Guest count vs guest comfort. Please and Thanks for all the info!
Hey Richard - love this video also. I agree 100%. I am currently a LIH (with future plans to expand exponentially) that offers what I consistently state in all my information - "clean, quiet, private and secure...". It's my home, not the Taj Mahal. I have an amenity basket, water, cups and mints and if I'm in a baking mood - my guest hit the lottery. I read and read what my guests say that is a consistent thread and then apply or continue. Apparently, it's my winning personality (huh?!), cleanliness and room comfort that wins them over every time. P.S. I do iron my 100% Egyptian cotton top flat sheet and pillow cases - just until I can afford a service!
I totally agree that there has to be a ''sweet spot''. But I think that it would be sweeter if ABnB would introduce a ''five star'' system for the guests as well.
I rate my guests on a 5 star system. Do the hosts not see that?
I go to Costco and I buy items for my family, eggs, cheese, milk, fruit, drinks. I put some of the items in the Airbnb. It is a nice selection of things and the things look fresh and generous. I buy the same bottle of wine every time that is delicious. It is $14.00 at Costco, but online it is $25.00. I have have many guests that leave a review about the wonderful wine, but they do not drink it.
I used to buy 4 potted cedar plants for my patio .. which died each year.
Now I potted my viginia creeper vines which were free and come back each year. I dont buy new towels just goodwill , rolled and in a nice basket. Then each person knows which towel is theirs.. Sheets I buy the cheaper sets.
I get munchies from dollar tree and dont go over 10 dollars. They only eat a few but feel welcomed.
The best welcome is a clean, clean , sparkling clean acommodation !
One hospitality angle at zero dollars and a little time is to personalize the communication.
For my listing that might be mentioning the local store opens at 7am and it's a great place to stop in for coffee. Or a short hike we enjoy. Or that there is a pair of binoculars for bird watching. Establishing a connection makes it easier to get those 5*. Guests feel like your investing in them.
Excellent points Richard. I think everyone’s sweet spot may be different. Factoring in total nights average and market competition. We’ve outfitted ours with a lot of amenities & consumables that are table stakes for our Fire Island market (consumables: shampoo, body wash/soap durables: beach chairs, beach umbrellas, bicycles). Extras such as items like olive oil, flour, ketchup, baking items are convenient, but not necessary. Adding in charging cords, a baby monitor, a crib, games for adults & children was a reasonable expense and helped add to listing appeal for families. Did we have to put a Sonos in every room? Did we have to install an Apple TV when we already have a Roku tv with services connected? Probably not, but the ability to stand out as a top listing and command top pricing was important for us and a consideration for when we (or like minded guests that we attract) use it.
Needed this TODAY! Ty
Love the chart! Some people just don’t get it. They say well I paid the sheets off with one night, but you can’t dedicate 100% of your revenue just to sheets to justify the purchase of them. Like you mentioned you probably won’t even get any more money for more expensive sheets per night so it’s just money out the window.
Not talking about the quick dry sheets, those pay for themselves not from increased revenue but decreased costs on time and utilities. It’s just an example I threw out.
We have a cottage on the lake in the Muskoka area in Ontario CANADA and we offer a fully equipped kitchen with all your needs some milk and cream and coffee and tea and linens blankets wood to burn toiletries and soaps which we get from the dollar store and that's it..
We feel going above this and offering anymore would be unnecessary..We are renting the experience of being on a lake with a million dollar view and that's what guests remember.also we have become superhosts because we leave a place supeclean and respond almost immediately if our guests have any issues which serves its weight in gold..
I actually take many food items and condiments home in between guests. I never have to buy food...
I think groups enjoy grocery shopping anyway
As a guest, I enjoy the little things like snacks etc. But certainly do not expect it. And certainly is not a deal breaker. There is usually a close grocery store.
I put complimentary crack rocks on the bed pillows for my guest. GREAT REVIEWS!!!
LMAO!
Ok I give up I looked online and I see pictures of complimentary crack rocks on the bed pillows why are they warm or cool in temp?
What is a crack rock???? 🌸
@@sandraweiler5971 "crack" is a drug
What about an online guest book with videos of me showing around the place and interactive faq with search functionality? Trying too hard? 😅
Nope I love the idea. Go for it.
Ramen and oatmeal FTW!
this is spot on, I just made the mistake on one guest ,, I ended up getting a bad review from a crazy person , from me being me too nice
Interesting, what happened?
I let someone in, after there was a warning about her from another host about her , that no one should rent to her. I am learning from you , watching, and know what to do and not to do . Nothing bad really happened besides a bad review .
Michaela Maestas was it you've been too nice, are you being desperate for money? Either way it's something you need to keep in mind…
Amen! Love it!
This is good information to know,thank you for sharing
The graphical analysis was good (:
Agreed , totally true
Again awesome timely info!!!
Hi Richard, let me ask you how you handle very needy people. People which ask you more and more and always have some things that they want from you extra. I just had my first guest - a student from China and I was just surprised that his need for more just did never end. We rent a guest room in the house.
People ask me for things and I say, no sorry I don't offer that in my listing. End of conversation. It's as if they didn't read the description when they booked
I just got medium soft towels from Walmart for about three or four dollars each. When I gave out high-quality towels the first time, the guests smeared makeup all over it as a permanent stain and denied it - - and this happened 2x.
Adam's Adventures Providing a stack of black washcloths, designated for makeup removal, will solve this.
@@ediepuig7043 Great idea!
I once had a request for one night....A last minute request. The room was nicely priced at $46 per night. She and her boyfriend had been driving cross country. She said they had 6 loads of laundry and was there a washer and dryer. I was shocked!
We had something similar a couple of times, once with German guests, and another time with UK guests. The Germans had been camping around BC for two weeks prior to staying with us for three nights before their return flight home. The UK couple had spent a couple weeks driving across Canada before staying at our suite in Vancouver. They proceeded to wash every article of clothing in their suitcases over the three days. It was annoying to say the least. This is one of the reasons I don't allow single night stays, and have a three night minimum.
some things you get for almost nothing and can make a big influence with really small investment
i put some biers for a guest from Austria and small salamis he was so happy oh my god =D overloaded with joy
=D got a fantastic review and this get promised to come back=D
That's great! Now if your margins make that a reasonable investment I say go for it. However, it might be difficult to replicate if you decide to expand your business to other cites, states, countries.
great video thanks for sharing have a Art Filled day Friend
My example: We have a very nice Russian fireplace in the house and guests definitely expect to be able to use it. So, I used to leave three racks of wood on the front porch. Then I had a guest use all three of the racks. I had to buy another cord of dry wood for $280 and then calculated by volume that each rack was $40 replacement value, not even counting my time to stack it. Now I have one rack on the porch and am thinking about offering a second rack for guests for a $50 fee. Absorbing a $120 expense by guests is definitely not sustainable for me. But this is a luxury that guests love.
Bray Hill House this is an awesome amenity. I would leave a small little sign that states this what is left here for your convenience however should you use it there's a $40 charge for restocking the wood as well as cleaning the fireplace and chimney annually. I saw someone do this for their barbecue and it made total sense
Bray Hill House Wow! I own 3 cabins all on mountaintops. All 3 of mine have fireplaces. But I don’t even provide firewood. I do, however, give guests a list of places nearby that sell “bundles” of firewood, newspaper and kindling for $5/bundle. I can’t afford to provide firewood for guests.
Can I host around my job??
Thank you for the encouragement. You Rock. Our rentals are doing great, our reviews are positive, with the exception of the areas the guest has complete control of....selection of location and value. That said, we have over 200 reviews under our belt. Our communication is 5 star, our cleanliness is 5 star, our check in process is 5 star. We are knocking it outta the park. Guests select us! Knowing our price point and our exact location ( there is a map and the price is published on the Airbnb site). Yet when our reviews come in for value we are getting 4.6 Stars. And our location ( we are rural ) stars are also at or around 4.6
What are your thoughts for us to improve on these areas?
Areas the guest has control of.
Our location is a peaceful (rural) oasis in a park like setting. On a RIVER. Our prices are not the lowest in the area because we offer a private location with unbeatable access to nature and water, plus our accommodation are top notch. Appreciate your RUclips and Instagram posts. Thanks for everything.
Toilet paper is basic tough 😎
What do you do if a guest brings guest over when it clearly says no guest on your house rule? I also let him know when I saw the guest enter my home and left 7 hrs later.
I would respond INSIDE the AirBB app and politely ask his guest to leave...and inform him that if he breaks HR again he will be asked to leave...no refunds...
I would cancel the reservation, inform the guest that I am aware of the second person, and then inform them they and their companion must leave. This is a huge liability - and safety - risk, for you and them. I put in my house rules that all guests must be on the reservation, and that violation of that policy is grounds for canceling the reservation.
Thanks for the sharing, Richard! I got a question here, can you please get me some advice? We are planning to start the AIRbnb business soon. We just don't know how to handle the door key safely. For example, how can we prevent the previous tenants who stay at our place before but have checked out, and then come back and get into the door by the key they copied? Thanks!
They have smart lock tech that changes the code for each guest but honestly I wouldn't over think it. Been using the same code on my old school Masterlock boxes for years with no problems.
Hey.
Blessings! 💬💬
Isn't toilet paper and paper towers expected?
Yes, 100%. TO be clear I'm talking about unnecessary gifts, meals, your time, etc that cuts into your bottom line and doesn't necessarily help your reviews. If you don't provide toilet paper it WILL result in lower reviews.
@@imrichardfertig You did mention toilet paper and paper towels as an example. LOL, I don't think you meant to though. Anyway, I love your videos and I love this one particularly.
I don't put paper towels in my suite, only cloth kitchen towels. I find people are very wasteful with paper towels. If they need a cleaning cloth like to clean shoes or something soiled, I direct them to the supply closet which has all our cleaning supplies.
That buzzer was really annoying
I am a big fan Trader Joe's Two Buck Chuck wine. However I have seen many times where the wine has sat and nobody touched it. I tend to find that as Richard stated there are a variety of things that one can do in order to appease your guest. any one of these things could be that 5 * element
and some cost zero dollars. Not saying everyone shouldn't give gifts but I see way too many hosts in the $40-$90 price range offering $10 in gifts for every guest. Just doesn't make sense.
Hate that wine. Sorry but if someone left that for me I would be insulted.
kathleen zmaksy I have to mention, I am a professional wine taster, I get paid to demo wines. The Charles Shaw brand is actually a good wine and is comparable to some wines $8-15. YOU may not enjoy it however I have gotten many rave reviews of guests showing up tired and ragged and a glass of wine was exactly the thing needed to unwind and kickstart their vacation.
If we pull in at 10 pm and did not travel with our own wine, I would be quite happy with any bottle of anything containing alcohol, even two buck chuck from TJ’s...which incidentally, is not tragic given its price point.
Richard, unfortunately your advice failed me. (don't take it personally) Here's what happened. I decided that I would charge for firewood after watching this video b/c this is the biggest expense I can not control and is a lot of extra work for me to keep stocked. I gave my Thanksgiving guests the indoor rack of firewood and one outdoor rack of firewood and decided to charge $50 if they needed another rack. Well they needed more and I let them know I would be happy to give them another rack but that I need to charge them $50. It did not work. They were angry and I got my first 4 star review.
I think it is worth noting that generosity is part of the definition of hospitality.
Definition of Hospitality:
the friendly and generous reception and entertainment of guests, visitors, or strangers.
synonyms: friendliness, hospitableness, warm reception, welcome, helpfulness, neighborliness, warmth, kindness, congeniality, geniality, cordiality, courtesy, amenability, generosity, entertainment, catering, food.
Sorry to hear that. Realize that this wasn't directed to all hosts. Mainly hosts that already have small margins or low price points and decide to provide over the top gifts and breakfast, snacks, their time, etc. I don't think you're wrong for charging for the firewood. Maybe $50 isn't the right price. More importantly, I think it comes down to setting expectations.
Thank you!
Thank you! I think my execution could have been better. I'm having a couple of "classic metal signs" made that hang above the wood piles telling guest what is free and what is extra charge so expectations are set.
I think you should mention in detail what they get for free and what they have to pay for in the listing so they know before they get there.
You are right. I have done that now.