Today, Neil takes a look at the often overlooked assumptions that can lead to guests quickly becoming frustrated. In this episode of the Airbnb Superhost podcast, host Neil Harvey shares valuable insights from his decade of experience in Airbnb hosting, focusing on the often-overlooked assumptions that can lead to guest frustration. He discusses how simple explanations, labels, and household guides can significantly enhance the guest experience and prevent misunderstandings. KEY TAKEAWAYS Hosts often take for granted that guests will understand how to use appliances and navigate the property, which can lead to confusion and frustration for both parties. Simple written or visual guides can significantly enhance the guest experience. For example, leaving a crib sheet for appliances or labelling controls can prevent misunderstandings. Different countries have varying norms and practices, such as bedding types. Hosts should be mindful that what is familiar to them may be completely foreign to their guests. It's crucial to provide guests with clear information on emergency contacts and procedures, including the local emergency number and the property's address, to ensure they can communicate effectively in a crisis. Hosts should regularly assess their property from a first-time guest's viewpoint, identifying potential areas of confusion and addressing them proactively to improve the overall hosting experience. BEST MOMENTS "Even the simplest of tasks can be incredibly frustrating when you don't know how something works." "I don't know how to use the washing machine." "He was taking his washing to the laundrette every week and paying the laundrette, which is why he couldn't afford to pay his rent." "How many of us as hosts take it for granted that everyone knows this stuff?" "We take something for granted and we're wrong." 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: SuperhostNeil@gmail.com 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 are entirely Neil’s own and do not represent the views of Airbnb. This Podcast has been brought to you by Disruptive Media. https://disruptivemedia.co.uk/