These standards can help you earn great reviews for providing excellent and dependable hospitality. You can see how you’re doing by checking ratings and feedback from your guests.
When you go to your dashboard, you’ll see the ratings you’ve received for communication, check-in, accuracy, cleanliness, and overall experience.
You’ll also see your response rate on your dashboard. To see your commitment to reservations, check the Superhost section of your dashboard. And by frequently checking your calendar, you can maintain updated availability.
You should always feel confident that you’re able to host a reservation. Keeping your calendar and listing information updated increases the likelihood of receiving reservation requests you can accommodate.
- Update your calendar to reflect your availability so that you don’t receive reservation requests for dates when you’re unavailable
- You can use your availability settings to block preparation time between bookings, or to prevent requests for same-day or distant reservations
- If you set a minimum or maximum stay, you’ll only receive requests for reservations that match your preferences
KEEP IN MIND
- Travelers looking for a place to stay tell us that getting rejected can be discouraging, so if you decline an excess number of reservation requests, your listing may be temporarily deactivated.
- Every time a guest reaches out—whether you have a reservation with them or not—responding quickly shows that you’re an attentive and considerate host.
How frequently and quickly you respond to reservation requests and booking inquiries is measured by your response rate.
- Respond to booking inquiries and reservation requests within 24 hours to maintain your response rate
- If your listing isn’t available or a traveler can’t comply with the House Rules you set, be sure to decline the reservation request promptly
Whether or not you’re staying in the space with your guests, it’s important to remain available throughout their stay. Your guests will have the opportunity to rate the clarity and consistency of your communication. The average of the ratings you receive appears on your listing page.
- If you confirm a reservation and something about your listing changes, tell your guest in advance
- If you won’t be greeting your guests when they arrive, you can send them a message at their check-in time to make sure everything went smoothly
- If you won’t be in the area during their stay, you can give your guests a local point of contact
KEEP IN MIND
If your response rate gets too low, your search placement may be impacted and you may face certain penalties, including having your listing temporarily deactivated. This ensures that travelers aren’t at risk of contacting you and being ignored.
When you confirm you’ll host someone, they’re trusting you to take care of their needs. Whether it’s a family vacation or a business trip, an unexpected change in accommodations can be very disruptive.
If the unexpected happens and you can’t avoid cancelling a confirmed booking, here are some things to keep in mind:
- As soon as you know that you have to cancel, let your guest know right away. This will give them as much time as possible to find new accommodations.
- Cancel the reservation on Fiction to initiate the refund process.
- If you know other hosts in your area, consider asking them if they can accommodate the guest’s trip and offer to make an introduction.
- When there is an extenuating circumstance or a safety concern, Fiction may make an exception to host cancellation penalties.
KEEP IN MIND
We want travelers who book on Fiction to feel confident in their plans, so we take cancellations seriously. You can be subject to penalties—including financial penalties—if you cancel a confirmed booking.
Your guests will be invited to rate their check-in experience at the end of their stay, so it’s an opportunity to devote extra care to making them comfortable. Keep in mind your guests may be tired from traveling, so it’s important to put them at ease with a clear and simple check-in process.
- Communicate your check-in procedure in advance and ensure that you’re able to follow through with it
- Make sure your guests know how to contact you if they have a travel delay or last-minute question
- Provide your guests with detailed directions so they can get to your listing, and save time by putting it all in your House Manual
- Let your guests know if you’ll greet them at the door or if they should plan on getting the key from a lockbox or neighbor
We hear from hosts and guests that sharing clear expectations before a trip can contribute to a better experience for everyone. As a host, you can help travelers decide if your space is a good fit for their needs by providing detailed information about what your listing has to offer.
Your guests will have the opportunity to rate the accuracy of the information you provide. Creating a detailed profile and listing page will attract guests who match your hosting style and help you earn great ratings.
Your listing information
- Use a variety of high-quality photos with captions and write a detailed description of the space.
- Provide House Rules that address situations that will matter to your guests. If you don’t want them bringing other people into the space, tell them in advance. If you don’t want them smoking in your listing, say so.
- Let guests know if there are parts of the listing that are off-limits, like a shared backyard or the attic.
- Be honest about unexpected factors that will impact your guests’ stay. If your neighbors just started a noisy construction project, your guests deserve to know. If you have to climb 8 flights of stairs to get to your listing, add that detail. If you don’t have reliable hot water, say so.
One of the things that makes your listing fantastic is the set of amenities that make it extra comfortable, perfect for families, or easy to work from.
- List all the amenities you offer and ensure each one is available and operational
Provide House Rules that address situations that will matter to your guests. If you don’t want them bringing other people into the space, tell them in advance. If you don’t want them smoking in your listing, say so.
A very high price may lead travelers to assume your listing is extra luxurious—they shouldn’t be expecting a castle when they arrive at a cottage.
KEEP IN MIND
- If you frequently receive low ratings on the accuracy of the information you provide, you may face penalties. We want travelers to trust that the space they book is the space they’ll find when they arrive.
A clean and tidy listing will always look its best and most inviting. Your guests can rate the cleanliness of your listing and the average of your ratings appears on your listing page.
It’s important to give yourself enough time to clean, particularly when you have back-to-back bookings.
- Clean every room your guests can use during their stay, especially the bathroom and kitchen
If you provide towels and sheets they should be clean
You can charge a cleaning fee and use the extra money to pay for cleaning supplies or hire a professional cleaning service
Leave cleaning supplies in your space, so your guests can take care of spills and accidental messes
KEEP IN MIND
If you consistently receive low cleanliness ratings, you may be subject to penalties. A clean space is something travelers expect.
Your guests will have the opportunity to rate their overall experience staying at your listing. The average of the overall experience ratings you receive will appear on your listing page. It also appears when a traveler searches for a place to stay and sees the listings that match their search criteria. So having a high overall rating is a great way to stand out in search results.
- Remember that many of your guests will be far from home, so try to anticipate what they’ll want, what they’ll find confusing, and how you can offer help and guidance.
- Personalize each guest’s experience to suit their travel needs and personality—small gestures can leave big, lasting impressions.
- Ask for feedback from your guests so they can help you find areas where you can improve. They can tell you face to face, or leave private feedback for you when they submit their ratings.
You have control over how you price your listing, but it’s important to set a price that balances expectations with what your listing has to offer. Guests also have the chance to rate the value of your listing and the average of your ratings appears on your listing page.
- You can adjust your prices to match seasonal trends
- If you’re a first-time host, consider lowering your rate so that you can get your first few bookings and gain some experience
KEEP IN MIND
- If you consistently receive low overall experience ratings, you may be subject to penalties. If your ratings continue to reflect that you’re struggling to meet guest expectations, your listing may be removed from the platform.