After hundreds of guests and dozens of 5-star reviews, I’ve been reflecting on what makes for a great guest experience. I’ve hosted guests from the ages of 18 to 85. I’ve hosted guests who live here locally and from as far away as China. We’ve hosted multigenerational families, large groups of sports fans, and people who’ve chosen to stay with us on their wedding days. Our guests, and their reasons for visiting, are always unique.

Furthermore, each guest comes with a special set of needs. Here are some examples of recent guest needs:

•     A cushioned chair for long days of working remotely

•    Check-in after midnight

• A can opener and dish towels in the unit for meal prep

Despite the varied ages, backgrounds, and needs of our guests, my approach to their stay is always the same. Regardless if you’re here for two nights or two weeks, I want your experience to be a positive one. I’ve found that if I’ve done this ONE THING well, my guests are always satisfied and leave glowing reviews.

So, what’s the mission critical thing you can do as a host to ensure your guest’s have a great experience?

Manage Expectations

If I had to choose a mantra for a short-term rental business, it would be “Manage Expectations.” (It’s not a bad approach to life either, but that’s another story.) This simply means taking a proactive approach to the details. It’s a great offense, so you don’t caught on the defensive when it comes to guest experience.

What does it practically look like to manage expectations for your guests?

1. Be Upfront with your Photos and Pricing.

The first way you manage expectations is by setting a realistic price and providing accurate photos of your space. Make sure your pricing is competitive by checking out your competition. Ensure that your photos are an accurate description of the space. Hire a professional photographer to take photos of your home so that they’ll look great online, but don’t misrepresent your space with photoshop tricks or adding photos that aren’t of your place.

2. Spell it out.

People hate ambiguity, so answer as many questions as you can upfront. This requires you to be honest about your space, your location, and any potential negatives of what it might be like to stay in your place. Don’t sugar coat things or make false claims. Keep your rules and policies simple, clear, and to the point.

3. Commit to Quick Responses.

The reality is that you’ll never answer every question upfront because each guest’s needs are different. From the moment someone inquires with me I make it a point to respond to them as quickly as possible. My personal goal is to always respond within 5 minutes. This lets guests know that I value them and their concerns. It shows I’m committed to providing great service. It sets the tone that if you need something while you’re here, I’ll provide it quickly. This type of responsiveness gives guests confidence in you, your space, and the fact they’ll have a great stay because you care enough to make responding to their questions a priority. Simply put, it shows you care.

When you take the time to actively manage the expectations of your guests, they come to your space prepared for the type of experience you’ve created. It’s a host’s responsibility to create an accurate picture of what it’s like to stay in their space. Actively managing expectations lets guests know you care. If a guest knows you care, and something goes wrong, they’ll come to you with their concerns and trust you to help them. They won’t just walk away and leave a bad review in their wake.

Therefore, make sure you’re doing all you can in your communications to manage the expectations of your guests. Set the tone for your guest’s experience by showing them you’re concerned about the details of their stay.

Taking the time to manage expectations effectively shows genuine care. And caring goes a long way these days.