Guest reviews reflect the whole stay: cleanliness, communication, accuracy, and how problems were handled. A reliable turnover process helps you prepare consistently, but cannot guarantee a rating or booking outcome.
Cleanliness Is Non-Negotiable
Cleanliness is an important part of the guest experience. It's not enough to be "clean enough" — guests compare your property to hotels and other top-rated listings. If they find a single hair, a dusty shelf, or a sticky counter, you'll hear about it in the review.
The solution is a professional-grade turnover cleaning process. Whether you clean yourself or hire a service, use a detailed checklist and document every clean with photos. This creates accountability and gives you evidence if a guest complaint is unfounded.
Respond to Messages Within an Hour
Airbnb tracks your response time and displays it on your profile. Guests booking a trip want fast answers — especially for same-day or next-day stays. Aim to respond to every inquiry within one hour during waking hours.
Set up the Airbnb app notifications on your phone. Use saved messages for common questions (directions, check-in instructions, Wi-Fi password) so you can reply in seconds.
Nail the Check-In Experience
The first five minutes set the tone for the entire stay. Make check-in seamless:
- Send clear, step-by-step check-in instructions 24 hours before arrival
- Include photos of the front door, lockbox, and parking spot
- Leave a printed welcome guide inside with Wi-Fi, local recommendations, and house rules
- Make sure the property is well-lit and the thermostat is set to a comfortable temperature
Clear check-in instructions and a well-prepared space help guests settle in.
Stock the Essentials (and a Few Extras)
Guests expect the basics: toilet paper, soap, shampoo, clean towels, and a coffee maker with supplies. Stock the amenities promised in your listing and verify them before arrival.
Go beyond the basics to stand out:
- Leave a small welcome snack (granola bars, chocolates, bottled water)
- Provide phone chargers by the bed
- Stock a basic first-aid kit and a sewing kit
- Include umbrellas, a flashlight, and extra blankets
- Add a Bluetooth speaker or a small library of local guidebooks
Choose extras that suit your property and budget; clearly distinguish provided amenities from optional suggestions.
Ask for the Review (Without Being Pushy)
A courteous reminder can invite feedback without pressuring a guest. Send a friendly message the morning after checkout:
"Hi [Name], thanks for staying with us! We hope you had a wonderful time. If you have a moment, we'd love a review — it really helps us as hosts. Thanks again and safe travels!"
Keep it warm and genuine. Do not offer incentives or ask a guest to change a review in exchange for compensation. See Airbnb’s Reviews Policy.
Handle Negative Feedback Gracefully
Even the best hosts get the occasional three or four-star review. When it happens, respond publicly with professionalism:
- Thank the guest for their feedback
- Acknowledge the specific issue
- Explain what you've done to fix it
- Keep it short — future guests are reading your response
A thoughtful response to a negative review can actually build more trust than a perfect score.
Put the plan into practice
Use a repeatable checklist, communicate clearly, and act on recurring feedback. These practices support a better stay without promising a particular rating. Discuss cleaning support for your property.
Turn guest feedback into a specific improvement
Keep a simple issue log after each stay: what the guest reported, where it happened, who will resolve it, and how the next turnover will verify the fix. “Improve cleanliness” is difficult to act on. “Check the shower drain and photograph the clean shower floor before check-in” gives the team a repeatable task.
Separate cleaning issues from maintenance and communication issues. A stained surface may need repair; a late access message needs a communication change. Repeating a cleaning task will not resolve either root cause. Ask for honest feedback without incentives or promises tied to a positive rating.
Use the turnover cleaning checklist to standardize the physical reset. If responsibilities are split between an owner and helper, the co-hosting guide helps clarify the handoff. Quality Turn's Airbnb cleaning service is a starting point for discussing a property-specific cleaning scope.
