My path to hosting on Airbnb

As Airbnb’s Global Head of Hosting, my team and I help our Hosts deliver quality stays and create connection for and with their guests. We hold regular listening sessions with Hosts from around the world so I’m familiar with what delights them, and what doesn’t. But I wasn’t one of them. Until now.

Earlier this year, I decided to put our family guest house on Airbnb. It involved booting out my eldest son (age 27!) and giving a more casual heads up to my husband, who I also added as my co-host. I have always loved playing host to friends and family and I delight in connecting people. I have spent three years working closely with our Host community. So, I felt prepared. But the expectations were high - not least because of my? job title!

Our guest house is very much an extension of our home. My eldest son lived there and my youngest son hung out there with his friends during the holidays. This meant we had a fair amount to do, to prepare it for guests: new linens, new towels, a fresh spice rack (bought by my now-enthusiastic co-host, even though we literally have 40+ duplicative spice bottles in our kitchen…) and a newer, smarter TV. I took photos (with my phone) and listed my place in the app. It took minutes. That moment the listing went live on the Airbnb platform was surprisingly exciting. Although it was followed by a short moment of awkwardness when my team kindly suggested I use a professional photographer. Unsurprisingly, they were right. The listing now looked amazing. Still, I felt nervous. Was anyone going to book it? More importantly, would they love it as much as we do? Would they care for our stuff? Would it look or feel too lived-in? Would we be able to meet, and even better, exceed guest expectations?

Our first booking came within days. Kristina was organising a trip with her two sisters - the first time they had seen each other in person in four years and their first ever sisters-only trip! It was a delight to see their joy in reuniting and great to chat a little and learn about their very different lives. After they checked out, I left my first guest review and anxiously waited for ours to come in – five stars and a special mention of our exceptional hospitality! Hugh and I were thrilled.?

In the months since, we’ve welcomed over 100 guests - families exploring California, parents visiting their children, couples on get-aways, moms on a break, even a small group celebrating a low-key bachelorette weekend, and we have thoroughly enjoyed the experience. It’s wonderful to play a role in helping friends and family connect. And it has been so rewarding to see the effort we put in reflected in our reviews. Although the highlight of most of the reviews appears to be our unofficial co-host, Ozzy,? a huge half Pyrenees - half Saint Bernard, and now the official welcomer who greets every guest with unbounded enthusiasm.

And then the cherry on the cake. We were delighted to become Superhost, a recognition awarded to our top performing?Hosts that reflects exceptional hospitality efforts. Hurrah!

Through my work with our Host community, I understand our Hosts well. But becoming a Host has given me a better perspective and appreciation - of the effort and care it takes to create unforgettable stays for guests, the importance of managing guest expectations, the sometimes uneasy anticipation of waiting for guest reviews. Hosting is also informing my contributions to product and program improvements at Airbnb. And I can give first hand feedback after our product releases.?

While Hugh and I (and Ozzy!) are still learning as Hosts, here are a few of our favorite hosting tips:

• Hosting starts with your first message. The more you know why guests are visiting, the easier it is to offer them a great experience. Every traveler is different, which is part of the fun. It’s also important to help guests decide our home is the right stay for them. When a guest reaches out, I make sure they know we live up a steep and windy road in the mountains, 20 minutes from the nearest coffee shop. This helps us avoid potentially negative surprises for guests and it’s led to a fun realisation for me that our remote location is often what draws guests to our place!

• Make your listing feel like home. Welcome guests into a home rather than just a place to stay. A fully stocked kitchen is so important and we leave fresh eggs, milk and bread in the fridge. Our board games have been a hit too. Hugh gets a fire going on chilly days (which isn’t often in LA but it does happen). And we let our guests use our electric vehicle charger if needed.

• The magic is in the details. Guests want to feel connected to the place they are staying and the people they stay with. Hugh and I are very focussed on the welcome. We greet our guests in person and share fresh lemons and oranges from our yard. Hugh shares a detailed guide to nearby hiking trails and recommends breakfast burrito joints. These extra details often show up in your reviews, encouraging new guests to book your listing.?

• Be open to feedback. Every stay - and guest review - is an opportunity to improve your hosting. One of our guests, who turned out to be a Superhost, left me a five-star review - and also six pages of much-appreciated tips! We quickly made some adjustments - including adding a separate wifi network for guests during her visit (a rookie mistake).?

If you have the space - even one bedroom can do - I can’t recommend hosting enough. My favorite part, by far, is meeting with delightful people from around the world. Hosting also helps many people bring in necessary extra income and it's easier than ever to get started. New Hosts can get tips and guidance about the best way to set up their listing, how to merchandise their home and tools to help them price competitively through Airbnb Setup, a free programme that pairs new Hosts with experienced Superhosts for one-to-one guidance through their first guest stay.

My hat goes off to the millions of Hosts in our community who go the extra mile to create a magical stay for our guests. It is what Airbnb strives to deliver and what I am focused on helping Hosts provide every day.