We run some serviced apartments for holiday users and we wrestled with the idea that our guests might leave us bad reviews if we installed a lockbox to the front of the property.
Might their holiday experience quality be degraded somewhat if we decided to not to meet them upon check-in? Before we answer that, let's clarify by stating that we have really busy lives and a late check in due to a delayed flight really causes a spanner in the works.
We live in the outskirts of the city, so it's not always easy to get the serviced apartment - especially during rush hour. We starting implementing certain things on the follow up email, once a reservation was confirmed:
- Providing specific and detailed instructions on how to get to the place
- Marked in the 'Guest Interaction' section that we won't be doing a hosting experience
- Provided two telephone numbers and stated that it is available 24 hours a day
Is it likely that some guests might not like this personal feel and be inclined to leave negative reviews on my listing? I know there are some AirBnb users that want the full on 'guest experience' of being hosted.
I've found this to be the case with older customers predominantly, but some younger guests too. However, by clearly stating the 3 things above, we were confident that we'd covered our ground. So what actually happened? Did guests start leaving negative reviews of their stay at our AirBnb home?
We actually found the opposite to be true.
Our guests LOVED us not being there upon check-in. That's not to say that we're not likeable or sociable, but the feedback we received was that it was all seamless and there were no hiccups to enter the property, so if anything, it enhanced the 'independence' feeling a break can evoke.
When you want to get away from it all, you really want to get away from everything - including the admin and small talk of meeting people that you might not want to meet. Complete disconnection and detachment from everyday routines and task is the best way to describe it.
Bluetooth access or traditional lockbox for an AirBnB?
We also recently installed a digital key safe, and we've found this has gone down like a storm with our guests. They love it! Our serviced apartment is modern and has all the latest gadgets inside, so this digital entry to the property has only enhanced the experience.
In terms of security, we don't see any difference to having a digital compared to a traditional form of entry, but having a bluetooth device at the front of the property adds to the futuristic and modern appeal of a holiday home.
So there you have it. If you have any holiday homes yourself, don't be afraid that you'll lose positive reviews by providing an alternative means to check in. It works just fine!
About The Author
Reece Thompson
"Reece has been involved in property in one way or another for the past 10 years. He's gained a lot of experience when it comes to the home, kitchen and garden. He shares his knowledge with enthusiasm and honesty."