Did you know that Airbnb has over 7 million listings in more than 220 countries and regions? With such a vast array of options, it’s no wonder that guests have a plethora of questions before and after making a reservation. As a host, being prepared to answer these questions can significantly enhance the guest experience and increase the likelihood of positive reviews.
But what are the most common questions that Airbnb guests ask, and how can you address them effectively? Let’s find out.
Top 15 Questions Airbnb Guests Ask Before Reservation
Guests usually have a bunch of questions they want answers to before they decide to book a place. They ask these questions to make sure the place is right for them and that they’re going to have a good time there.
Our team broke down hundreds of thousands of messages we’ve received throughout the years, and here are the 15 most common questions Airbnb guests ask before they hit that ‘book’ button, along with some advice on how to answer them well.
How fast is your Wi-Fi speed?
Wi-Fi is a necessity nowadays. Guests often ask about Wi-Fi for work or entertainment purposes. For example, if your Wi-Fi speed is 50 Mbps, that’s great for streaming and video calls.
Share this info in your listing, perhaps with a screenshot from a speed test. This small step can significantly reassure tech-savvy guests.
Can I check in or check out late?
Flexibility can be a big draw for guests. If you can manage it, offering a self-check-in option using a lockbox or smart lock can be a game-changer, especially for guests arriving late due to travel delays.
Just ensure you communicate any potential clashes with cleaning schedules or other bookings.
Do you allow pets?
The decision to allow pets is entirely up to you. If you allow pets, mention any specific conditions like ‘small dogs only’ or a pet cleaning fee.
For example, “We welcome your furry friends, but please keep it to small to medium-sized dogs.” If pets aren’t allowed, it’s helpful to recommend nearby pet-friendly accommodations.
Is your property in a safe neighborhood?
Safety is a top concern for many guests. You might say, “Our neighborhood is family-friendly and well-lit, with a 24/7 neighborhood watch.”
Also, providing a list of local emergency contacts or mentioning the nearest police station can offer additional peace of mind.
How far is your property from [specific location]?
Guests often plan their trips around specific landmarks or events. Provide clear directions and distances in your listing.
Including a custom Google Map in your listing with key spots marked can be a fantastic visual aid. Or even creating a digital guidebook with your favorite places nearby can score you bonus points with your guests, and they’ll be more likely to return again.
Can I make a reservation for someone else?
Third-party bookings can be complicated and may not be covered by Airbnb’s insurance. Clearly state your policy on third-party bookings in your listing. You might say, “While we appreciate your interest, we require the person staying to make the booking for insurance purposes.”
Consider requiring the guest to provide the name and contact information of the person staying at your property.
What floor is your unit on?
Include information on the location of your unit and any accessibility features in your listing. If your property is not accessible for handicapped guests, consider providing a list of nearby accessible accommodations.
Do you have elevators or is your property accessible for handicapped guests?
Clearly state any accessibility features or limitations of your property in your listing. Same goes as with the previous question – if your place isn’t accessible, offer some alternatives nearby.
Do you have any policies against bringing infants or children?
State if your place is kid-friendly or not, and list any child-specific amenities or rules. Maybe include some family-friendly spots and activities in the area.
Does your property have a security system?
Guests love feeling secure. Again, make sure you highlight your security measures and provide emergency contact info.
You could say something like “For your safety, our property is equipped with a state-of-the-art security system and outdoor cameras.” Remember to respect privacy laws regarding cameras.
Would you be open to negotiating a discount for a longer stay?
Be open to negotiation and offering discounts for longer stays and clearly state any discounts or promotions in your listing.
For example, you could say “We offer a 10% discount for stays longer than a week and 20% for a month-long stay.” This encourages longer bookings and can be more profitable in the long run.
Do you have parking on the premises?
Include information on parking availability and any associated costs in your listing. Alongside this, provide a list of nearby parking options if parking is not available on the premises.
Do you have any minimum stay requirements?
Clearly state any minimum stay requirements in your listing. Also, think about offering discounts for longer stays to encourage guests to book for a longer period.
Can I see your property in person before booking?
You can offer a sneak peek of your place without an in-person visit. Virtual tours, 3D walkthroughs or floorplans are great for this.
Clearly state your policy on in-person viewings in your listing.
You might like this episode on using floor plans for your Airbnb.
What kind of coffee maker do you have?
Include information on any appliances or amenities that may be important to guests in your listing. If you have a fancy espresso machine, mention it! If it’s a simple drip coffee maker, that’s fine too – just be clear about it.
And if you don’t have one, help guests out with local cafe or coffee shop recommendations.
Listen to or watch these podcast episodes here
Airbnb Guests Questions After Checkout
Once the stay is over, guests may still have questions or requests, ranging from logistical concerns to feedback about their experience. How you handle these post-checkout interactions can significantly impact your reputation as a host and the likelihood of guests returning or recommending your property to others.
Here are some common Airbnb guest questions usually asked after checkout and strategies for addressing them promptly and professionally.
Can I have a late checkout?
Late checkouts can be challenging to accommodate, especially if you have another guest checking in. Be clear about your usual checkout time and any wiggle room you might have. For early departures, a self-checkout option can be a lifesaver.
Can I extend my stay?
If guests want to extend their stay, it’s great if you can accommodate them, but sometimes it’s just not possible. Make sure they know your availability and any rules about extending stays. Offering discounts for longer bookings can be a win-win. Consider offering discounts for longer stays to encourage guests to book for a longer period.
Is there anything we need to do to check out?
A smooth checkout is as important as a warm welcome. Give your guests simple instructions for checking out. A checklist can be really helpful.
You can respond with something like this “On your way out, just make sure to lock the windows, turn off the lights, and leave the key in the lockbox.”
I left my [item] at your property. Can I get it back?
It’s common for guests to forget items. Have a plan for lost and found items, like mailing them back. Consider providing a list of nearby shipping options for guests who need to retrieve their items.
Can we leave our luggage at your property after checkout?
If you can’t store luggage post-checkout, suggest alternatives like nearby cafes or other locations.
Where can I leave a review?
Encourage guests to leave a review and provide them with the necessary information to do so. Consider offering incentives for guests who leave a review, such as discounts on future stays.
I accidentally took your [item]. What should I do?
Mistakes happen. Have a simple process for returning items, and be prepared to provide guests with instructions on how to return them.
Consider offering a self-return option for guests who need to return items.
I accidentally broke [item]. How should we handle this?
Clearly communicate your policy on damages and be prepared to handle resolution requests if necessary. Offer a self-reporting option for guests who need to report damages.
I was charged incorrectly. Can you help?
Ensure that your reservation and payment processes are clear and transparent to avoid any confusion or disputes over charges. You can offer a self-resolution option for guests who need to resolve payment issues.
Don’t let poor management crush your returns.
Follow my 3-step mandatory reservation checklist to ensure your property is prepared to maximize returns.
Final thoughts on airbnb guests questions
From managing late checkouts to handling forgotten items, your readiness to provide clear, helpful answers shapes the journey of your guests from start to finish.
Every question is an opportunity to showcase your commitment to exceptional hospitality. Whether it’s offering a virtual tour of your property, explaining your pet policy, or providing local parking tips, each interaction is a chance to enhance your guest’s experience and build a lasting impression.
So, as you continue to welcome a diverse array of travelers into your rental space, embrace these questions not as mere inquiries, but as stepping stones to creating memorable stays. With each thoughtful response and every considerate gesture, you’re not just answering a question – you’re crafting an experience, one that guests will cherish and share long after their bags are unpacked.
