Hannah Raymond Photography, Courtesy of Rachel Boice
Unlike hotels, guests who book a stay on Airbnb don't just leave a review; they get reviewed themselves.
Just as guests are at liberty to rate and review hosts, hosts are free to do the same, which helps others in the community know what to expect regarding cleanliness, house rules, and communication, according to Airbnb's website.
To find out hosts' exact thought processes when reviewing guests and how travelers can receive five-star reviews, Business Insider spoke to two Airbnb superhosts recognized for their "outstanding hospitality."
Jamie Merwin is an Airbnb superhost who has rented out cottages and cabins on the platform for almost four years, she told BI. Meanwhile, Rachel Boice told BI she's an Airbnb superhost who has rented out tiny homes in Georgia on the website since 2021.
According to Merwin, respecting properties starts with following house rules.
"A 'super-guest' would be one who leaves the property in a condition close to how they entered it," she said.
To get a five-star review from Merwin, she told Insider guests should wash and put away dishes, clean surfaces like countertops, and make sure the floors are clear of dirt and food crumbs.
"A four-star guest would be one who followed most of the house rules, and any rules not 100% followed were not serious," she said. "For example, not putting away clean dishes from the dishwasher or not resetting the thermostat to the requested temperature."
Courtesy of Jamie Merwin
Leaving dishes in the sink would get you a three, leaving messes would give you a two, and "trashing the place" would give you a one.
According to Boice, respecting the property also means following safety rules to protect guests and the surrounding environment. This is particularly important for Boice as her properties are tucked away in a rural area of Georgia, surrounded by forest and wildlife.
"Not everyone is the most outdoorsy," Boice said, referring to some of the guests she's hosted. Because of that, she said it's important to follow guidelines set for their safety, such as keeping tabs on their surroundings when hiking and not smoking.
"Because we're a little bit different, I do have just some specific ones, like no smoking because I don't want you to catch our forest on fire," she said.
Boice says the best way to respect a property is to treat it like your home.
"Just treating it like you would treat your own stuff. Especially if you get something really extra dirty or if you break something," she said.
If anything does go wrong, Boice said guests must be "upfront" with hosts. An example she gave was how a recently hosted guest accidentally broke a chair at one of her Airbnb's and immediately let her know.
"I was able to look it up and get one ordered really quickly because it's like once you leave, someone else is coming in, and the next people are going to want it just as nice as you had it," she said.
According to Merwin and Boice, it's important to communicate clearly with your host during your stay — especially if things don't go to plan.
Besides taking care of the space, Boice advises guests to "keep communication open if anything goes wrong" or if they have any requests that could violate the house rules.
For example, Boice said she's open to relaxing her rules about throwing parties if a guest is honest about having people over.
Hannah Raymond Photography
"If someone was like, 'Hey, I would love to have a brunch with some girls that came over and whatever,' that could be considered a party, but I would be willing to maybe relax a little bit on my rules," she said.
A recent guest asked if they could have a friend swing by the property for dinner, to which she said she told them: "'Absolutely. Thank you for communicating with me on that. Sure. I don't mind if they come over, but please don't throw a rager that I have to come in and clean up.'"
Airbnb's website also has tips on how guests can get better reviews. The home-renting company says guests should treat the property like it's yours and follow house rules, echoing what Boice and Merwin shared. It also shares specific advice and information on what could happen if guests disregard it.
"When repeated or severe violations of these ground rules are reported, guests may also be suspended or removed from our community," Airbnb states on its website.
