How to drive repeat Airbnb bookings? USA Hosts 2023 Update
For 2023, travel trends in the United States indicate a busy year ahead with a growing focus on guest experiences. For short-term rental brands, this presents an excellent opportunity to boost their businesses by increasing the number of returning guests who book directly with them.
To achieve this goal, hosts can use the quieter months to revise their operations, tools, and strategies for their Airbnb properties. It is a great time to set themselves up for success and drive more repeat bookings than ever before.
Ps. If you want to find out how to grow your Airbnb bookings in general (not just the repeat ones), read our practical post here.
Here are some actionable tips to increase the chances of repeat Airbnb bookings:
Provide a frictionless, automated check-in and check-out:
The key is to overdeliver on guest expectations by focusing on the guest and constantly improving the booking/stay/post-stay process. You can revise the guest experience by offering frictionless, automated check-in and check-out process (start and end the stay on the high!).
Streamlined and automated check-in and check-out processes can create an exceptional guest experience by eliminating any waiting time of in-person check-ins or difficulty encountered while using complex smart locks. At KeyNest, we have developed a convenient solution that allows your guests to pick up and drop off keys from a nearby KeyNest Point (a local store, bodega or cafe), without the need for you to be there in person. What's more, you can even grant key access remotely from your phone.
We have 4,000+ KeyNest Points available for you to use. Visit our website to learn more about our services here.
Enhance your guest communication:
Sending a personalised message to your guests is always appreciated, even if Airbnb already sends an automated one. It conveys your concern and interest in ensuring your guests have a perfect stay. Regular check-in messages throughout the stay can help prevent any major issues from arising.
Draft a detailed home manual with local recommendations:
A clear and concise home manual with information on the best local cafes, restaurants, and attractions is now standard for most Airbnb hosts. Enhance it by including a list of local recommendations like "quiet cafes with fast wifi, in case you need to work and need a change of environment" and "best local routes for an afternoon walk".
Provide a unique local welcome gift:
Collaborate with local companies and offer your guests a unique welcome gift, such as a local delicacy, a locally roasted bag of coffee, or an organic soap from a nearby manufacturer. Or keep it simple and just welcome your guest with a personalised, handwritten note - it will for sure leave a lasting impression!
Create a database of past Airbnb guests and use it to maintain a relationship with them and keep your property top-of-mind.
For US-based hosts who found their guests through Airbnb or other platforms, it's important to collect email addresses during the booking process. To ensure compliance with US data protection regulations, such as the California Consumer Privacy Act (CCPA), you must obtain explicit consent from guests before collecting their data. This means informing them that their contact information will only be used for communication between you and them, won't be sold to any third-party companies and that they have the option to unsubscribe from your emails.
Once you've compiled an email database of past guests, you can use it to send regular newsletters with news, deals, and discounts to encourage them to book with you again. Consider including updates on any recent improvements or amenities you've added to your property, such as a newly installed pool or a new outdoor dining area. You can also showcase your property with seasonally appropriate photos, such as winter wonderland scenes or summer beach photos. Finally, offer any deals or promotions, such as early-bird discounts for summer bookings or holiday specials for winter getaways.
And where to store the emails? If you're just starting, an Excel spreadsheet is enough, but for powerful messaging and customisation options, you can pick one of the email software:
Mailchimp (free for up to 500 contacts)
ActiveCampaign (starts at $9 per month)
MailerLite - good for a solid start, easy to use for non-tech-minded hosts, and has the largest free database (free for up to 1,000 contacts)
Consider offering direct bookings
If you have repeat customers who have stayed at your property multiple times and have proven to be reliable guests, it may be worth considering offering them the option to book directly with you. By establishing a direct booking channel, such as your website, you can potentially save on commission fees that are typically charged by third-party booking platforms like Airbnb or Booking.com.
In addition to cost savings, having a direct booking channel allows you to have more control over the booking process and communication with guests. You can offer personalized promotions or discounts, communicate specific details about your property and its amenities, and build stronger relationships with your repeat customers.
Furthermore, having your booking channel provides you with valuable customer data and insights that can inform your marketing and customer retention strategies. You can track guest booking patterns, preferences, and feedback, which can help you tailor your offerings and improve the guest experience.
It's important to keep in mind that when you book a guest's stay directly, you won't have the same insurance and customer service support that you would have through a platform like Airbnb, VRBO, or Booking.com. This means that you will be fully responsible for managing the guest. To protect yourself, make sure you have a comprehensive insurance policy, take note of all guest details, and conduct a thorough screening process.
About Us
Keeping your keys safe and tracking their status will be important during any guest stay. Use KeyNest to remotely handle the check-ins, but keep a spare set of keys nearby (just in case the guests lose the main key set). Find out more about KeyNest Points for Airbnb guests here.
