16 December 2017 by Monica Or on behalf of Star Quality Hospitality Consultancy | (Edit this entry.)

Are you an Airbnb SuperHost?

Monica Or, columnist and Hospitality Consultant at Star Quality Hospitality

Consultancy discusses how to stay ahead of your competition as private renters are

delivering a 5 star service..

The accommodation market has widened with the popularity of Airbnb, and the line is becoming

blurred between private landlords who have a spare room to rent out, running a guest house and

owning a Bed and Breakfast. So what’s the difference?

Bed and Breakfast – traditionally a room in some one’s home where a guest can stay for a night

or two with breakfast included. They will usually have a private bedroom, although may have to

share the bathroom. There will be accommodation for up to 6 paying guests. It is usually run by

the owner with no other staff. B&B’s are usually run below the VAT threshold and are a lifestyle

business.

A Guesthouse – The owner is on hand whenever the guest needs them, it is more social and run

more like an informal hotel. Some guesthouses offer dinner and may also have a liquor license.

Guesthouses tend to be VAT registered. Typically they have fewer than 15 letting bedrooms and

employ a handful of staff.

The choice of whether to stay in a Bed and Breakfast or a Guesthouse is down to the individual

based on their budget and the experience they are seeking…

Then along comes Airbnb which initially was targeted at people that had a spare bed and wanted

to earn some extra cash by having people ‘couch surf’. They very quickly became a lot more

sophisticated as it is no longer just a spare bed being advertised, but now extends from en-suite

rooms through to a whole castle.

Airbnb is part of the GIG economy and according to DMR Stats (2016) there are 650,000 hosts

and over 1 million users. Although according to the British Hospitality Association, Ibrahim (2016)

states 40% of all listings are ‘professional landlords’ running unregulated ‘psuedo-hotels’.

Their popularity has grown due to their online platform which connects the host with the

potential guest, and both the host and the guest are rated after a stay. This means that hosts

have upped their game and are delivering a 5 star service to their guests and aim to become

‘SuperHosts’. These are hosts who have gone the extra mile, have a response rate of at least 90%,

have hosted at least 10 trips, have not cancelled and have at least 80% five star ratings.

I always say to my clients you don’t need to be a 5 star hotel to deliver a 5 star service and the

Airbnb SuperHosts have certainly picked this up. So what’s the difference between being an

Airbnb Host, a B&B owner or running a Guesthouse? Other than the tax and legal implications

which is another discussion, it all comes down to how you treat your guests.

Creating a 5 star service always starts with the first impression:

– Have high quality photos on your website

– Have clear signage for your property

– Ensure the approach is immaculate

– Meet and greet your guests

– A welcome drink on arrival is always appreciated…

These are just a few tips to get you going, but what you need to consider is what are you doing

differently to ensure you are always ahead of your competition?

About Monica Or: As the founder of Star Quality Hospitality Consultancy, Monica specialises in working operationally with

the owner/managers of independent hotels and restaurants focusing on their business structure and service delivery. She is

the Amazon Best Selling author of ‘Star Quality Hospitality – The Key to a Successful Hospitality Business’ and ‘Star Quality Experience – The Hotelier’s Guide to Creating Memorable Guest Journeys’.