#054 When Things Go Wrong

In today's episode, Neil takes listeners behind the scenes of Airbnb hosting, sharing his experiences with the inevitable challenges that arise during the hosting journey. With over 16,000 nights booked, Neil discusses five main reasons for mishaps, including host error, guest error, communication error, system error, and property error. Drawing inspiration from UK television presenter Noel Edmonds, he emphasises the importance of handling problems with humour and grace.  KEY TAKEAWAYS When mistakes happen, own them with humour and sincerity. Apologize and offer a small gesture, like chocolates, to maintain a positive rapport with guests. Clearly communicate check-in times and other important details to avoid misunderstandings. If guests arrive early, suggest alternative activities to keep them engaged until check-in. Use clear instructions and visual aids, such as videos, to help guests find your property and access it easily. This can prevent confusion and enhance their experience. Keep meticulous records of bookings to avoid double bookings or cancellations. If a mistake occurs, act quickly to find a solution, whether it’s offering a different room or compensating the guest. When issues arise, what matters most is how you respond. Take immediate action to resolve problems, ensuring guests feel valued and compensated for any inconvenience they experience. BEST MOMENTS "You've planned for your guest's arrival, made sure everything is perfect, and then your guest informs you there's no pillow or towel in their room." "When things go wrong, what we do first doesn't count anymore. So what do we do second? That's what becomes the all-important action." "It's not so much what we do first that matters, but what we do second is what really counts." "I like to think of Airbnb hosting as a bit like being on live television, almost like being in the Big Brother house." "My guests are empathetic as long as they can see me taking action to try to fix the issue." CONTACT DETAILS Visit Neil's Airbnb https://bit.ly/SuperhostNeil Instagram: https://www.instagram.com/superhostneil/ Facebook: https://www.facebook.com/SuperhostNeil TikTok: https://www.tiktok.com/@superhostneil Email: [e-mail]  ABOUT THE HOST Neil has led a fulfilled and unconventional life, navigating an extraordinary journey from the Royal Navy to prop-making in London's West End theatres. Born into a military family, it was a twist of fate which led him to the theatre, where he contributed to iconic productions such as Phantom of the Opera. Eventually, Neil transitioned to Corporate Event Team Building, eventually founding his own venture in 1999. Financial challenges in 2017 are what prompted a strategic shift to Airbnb hosting, proving a reliable backup income. By 2021, Neil and his business partner triumphed over significant debt, fuelled by their resilience and the success of Neil's Airbnb venture. Now, Neil has left the corporate world behind, thriving solely through his flourishing Airbnb endeavours. ABOUT THE SHOW Welcome to "The Airbnb Superhost," your ultimate guide to mastering the art of hosting on Airbnb. In each concise 15-minute episode, Neil will reveal the secrets to creating unforgettable guest experiences and maximizing the potential of your property, drawing on over 9 consecutive years as a qualifying Airbnb Superhost. With a focus on 3 specific aspects of running an Airbnb business; the host, the property, and Airbnb itself, Neil provides step-by-step guidance on everything from ambience creation to effective communication. In each episode, a Superhost Secret will help you elevate your hosting game and keep guests coming back for more. Whether you're a seasoned host or just starting out, Neil’s actionable tips and tricks will help you become a hospitality superstar. Disclaimer: The Airbnb Superhost is in no way affiliated with Airbnb. All ideas, thoughts, concepts and data presented in this podcast