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Should You Leave Gifts for Your Guests? And the Best Ways to Handle Feedback and Reviews

December 18, 2024

As an Airbnb host, creating a memorable guest experience is key to earning glowing reviews and encouraging repeat bookings. Small gestures, such as leaving a thoughtful gift, can make a big impact on how guests perceive their stay. At the same time, knowing how to ask for feedback and respond to reviews—positive or negative—is essential for maintaining your property’s reputation. Let’s explore whether you should leave gifts for your guests and the best strategies for managing feedback.

Should You Leave Gifts for Your Guests?

Leaving a gift for your guests is a simple yet effective way to create a lasting impression. While not mandatory, this thoughtful touch can make your Airbnb stand out and show guests that you value their stay. Here are some considerations:

Why Leave a Gift?

  1. Personal Touch: A small gift adds a personal element that guests may not expect, making their experience more memorable.
  2. Encourage Positive Reviews: Happy guests are more likely to leave a glowing review if they feel you’ve gone the extra mile.
  3. Stand Out Among Hosts: In a competitive market, thoughtful gestures can set your property apart from others.

What Kind of Gifts Work Best?

The best gifts are those that align with your property’s theme or location. Consider these ideas:

  • Local Treats: Include a small basket of local snacks, chocolates, or a bottle of wine from a nearby vineyard.
  • Personalised Notes: A handwritten card welcoming the guest and thanking them for choosing your property adds a heartfelt touch.
  • Practical Items: Useful items like travel-sized toiletries, branded reusable water bottles, or a guide to local attractions can enhance their stay.
  • Seasonal Gifts: Tailor your gift to the time of year, such as a cosy blanket in winter or refreshing drinks in summer.

Keep It Simple and Manageable

While gifts are appreciated, they don’t need to be extravagant. A small, thoughtful gesture is often enough to delight your guests without breaking the bank.

How to Ask for Feedback and Reviews

Guest feedback is essential for improving your service and maintaining high ratings on Airbnb. Here’s how to ask for reviews and handle comments effectively:

Asking for Reviews

  1. Timing is Key: Send a polite message shortly after your guest checks out, thanking them for their stay and encouraging them to leave a review. For example:
    “Thank you for staying at our property! We hope you enjoyed your time. If you have a moment, we’d greatly appreciate it if you could leave a review. Your feedback helps us improve and helps future guests choose the perfect place to stay.”
  2. Simplify the Process: Include clear instructions or a link to the review page to make it easy for guests to leave feedback.
  3. Mention the Value of Reviews: Explain that reviews help you as a host improve and also assist future travellers in choosing their accommodation. This transparency can encourage more guests to respond.

Encouraging Honest Feedback During the Stay

Encourage guests to share any issues during their stay rather than waiting until they leave a review. You could include a note in your welcome message:
“If there’s anything we can do to make your stay more comfortable, please don’t hesitate to reach out. We’re here to help!”

This proactive approach shows you care and gives you the opportunity to resolve any concerns before they turn into a negative review.

Handling Guest Feedback and Reviews

Reviews won’t always be perfect, but how you handle them can make a big difference in how future guests perceive your property.

Responding to Positive Reviews

  • Express Gratitude: Thank guests for their kind words and for choosing your property.
  • Personalise Your Reply: Mention specific details from their review to show you genuinely appreciate their feedback.

For example:
“Thank you for your wonderful review! We’re thrilled you enjoyed the local treats we left for you and that you found the property so comfortable. We’d love to host you again in the future!”

Addressing Negative Feedback

  • Stay Calm and Professional: Avoid responding defensively, even if you feel the criticism is unfair.
  • Acknowledge the Concern: Show empathy and take responsibility where appropriate.
  • Offer a Solution: Highlight any steps you’ve taken to address the issue.

Example response:
“Thank you for your feedback. We’re sorry to hear that you experienced an issue with [specific concern]. We’ve taken steps to ensure this won’t happen again and truly appreciate you bringing it to our attention. We hope to have the opportunity to provide a better experience in the future.”

Using Feedback for Improvement

All feedback, whether positive or negative, is an opportunity to improve. Keep a log of guest comments to identify trends and areas for enhancement, such as adding new amenities or adjusting cleaning schedules.

Leaving gifts for your guests and managing feedback effectively are two simple yet impactful ways to elevate your Airbnb hosting experience. Thoughtful gestures, like small welcome gifts, can make your property memorable, while a proactive approach to reviews helps build trust and credibility. By focusing on these areas, you’ll not only enhance guest satisfaction but also secure your place as a top host in the competitive short-term rental market.

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