What not to do in your Airbnb: Lessons Learned from a Disappointing Experience — Alisha Arnold (2024)

I recently traveled to Boston, MA for my cousin’s wedding. My entire family is on the East Coast, so I jump at any chance to go to family gatherings and see everyone. I also went to college in Boston at Massachusetts College of Art and Design, so to say I was excited about this trip is an understatement. I found an Airbnb in the south end of Boston, the pictures looked super cute and the reviews were decent, so I booked it. It was not cheap, so I was expecting a quality stay, and boy was I surprised by this experience. I want to share the story of my Boston stay and highlight some key lessons on what not to do as an Airbnb host.

From the moment I stepped inside this property, it became apparent that this was not the idyllic accommodation the cute photos portrayed.

First and foremost, the bathroom was nasty and needed repairs. The surfaces were dirty and worn, with noticeable patches that cried out for a fresh coat of paint. The toilet seat was flaking! How does that even happen? To make matters worse, a moldy shower curtain greeted me, raising health concerns and reflecting a lack of proper cleaning and maintenance. I mean, how hard is it to have a backup shower curtain?

How do you fix it?

Make repairs when needed, if you patch a hole, fix the paint. If your toilet seat requires repairs, I suggest an anti-slam toilet seat. It’s a quick, cheap fix, and your guest's booties will thank you. If something is dirty, clean it. Have backup shower curtains on hand. Here is my favorite shower curtain, liners, hooks, and towel bath mats. I especially love the designs of these hooks because the liners and curtain hang on their own sides, which makes it super easy to change them out when they are dirty.

1) Hooks // 2) Shower Curtain // 3) Shower Curtain Liner // 4) Bath Mat Towels

The state of the towels was laughable and totally unacceptable. They were mismatched, with large threads hanging off, these are the sort of towels you use to wash a car not provide for your Airbnb guests paying top dollar. It became clear that the host didn’t really have the basics mastered, which brought down the entire experience.

How do you fix it?

All of your towels should be white, so they match, and you can bleach them to sanitize and remove stains. I recommend leaving 2 towels per guest. There should be hand towels and washcloths in the bathroom and if you want to go the extra mile (and protect your towels) you can offer black makeup remover washcloths.

1) Bath Towels // 2) Hand Towels // 3) Washcloths // 4) Black Make up remover washcloths

When turning on the lights, I discovered a thick layer of dust on all the fixtures in the living area. This oversight gave me the impression that the property had not been adequately cleaned before my arrival. Such neglect of cleanliness not only affects the visual appeal but also raises concerns about the overall hygiene and maintenance of the space, and will make your guests run for the hills, or in this case call Airbnb support.

How do you fix it?

Conduct thorough cleaning, and make a cleaning schedule for your cleaner to stick to. Your cleaner might not have to do a deep clean after every stay. Items like dusting lights, baseboards, and swapping shower curtains can happen on a bimonthly basis. But, make sure your cleaner knows your expectations on each item, and you have it in writing, so there are no surprises, especially if you are hiring a normal house cleaner. There are differences between cleaning a house and cleaning an Airbnb.

One of the most upsetting aspects of my stay was the discovery of hair on the bedsheets. This lack of attention to detail and cleanliness is not only unprofessional but also easily avoidable. Clean and fresh linens are fundamental to providing a comfortable and hygienic environment for guests, and their neglect can greatly tarnish the reputation of an Airbnb listing.

How do you fix it?

Ensure clean bedsheets are provided for each guest, without any traces of hair or other unsightly remnants. I hate to say this, but even clean sheets can still have hair on them. When your cleaner makes the bed, they should have a lint roller on hand in case there are any hairs left on the sheets after washing. If sheets have stains, use shout on them before washing to remove stains. If the stains won’t come out, replace them. If your sheets are wrinkled, you can use a steam iron and iron them right on the bed.

1) Lint roller // 2) Shout Stain Remover // 3) Steam Iron

For more tips on How to make the perfect Airbnb bed check out my blog post.

When I raised these issues with the owner, I expected a reasonable response and a willingness to address the problems or offer a refund. However, I was met with disappointment once again. The owner provided a half-ass cleaning service and more nasty replacement towels, leaving me stuck in an uncomfortable and unsatisfactory accommodation. I later learned from Airbnb that if the Airbnb that you book is unclean, you will get a refund if you leave. That wasn’t totally clear to me at the time because my Airbnbs are spotless, and I’ve never had to deal with guests' cleanliness complaints.

How do you fix it?

Take guest complaints seriously and respond with empathy and a commitment to finding a reasonable resolution. I know guests can be annoying sometimes, but part of your job as a host is customer service. I have 2 books I recommend you read that can help you. You can thank me later.

1) How to Win Friends and Influence People // 2) A Liberated Mind

So, what can we learn from this unfortunate Boston experience? If you're an Airbnb host, it's crucial to prioritize cleanliness, maintenance, and guest satisfaction. Here are some key lessons to keep in mind:

Maintain a high standard of cleanliness throughout the property, paying close attention to bathrooms and bedrooms. Airbnb guests expect your property to be as clean as a hotel, and the smallest thing can leave the guest feeling like the entire place was not cleaned. I once had a guest find lint in a dresser drawer and complain that they wanted the cleaning fee refunded. One way to avoid cleaning mistakes is to create a cleaning checklist for your cleaner to follow, so you are both on the same page.

Regularly inspect and update amenities, including towels, bedsheets, and shower curtains to ensure they are in good condition. I recommend having backups on hand for each of these items and cycling through sets of each, so they wear out evenly and replace any old, ripped moldy, or stained items.

Focus on guest satisfaction. You don’t want to be the reason that your charming guest’s visit with her family was tarnished by having to deal with Airbnb support. Your review rating will suffer, and your Superhost status will be nonexistent. If future guests read the review from this stay, they will book elsewhere.

While my recent Airbnb experience in Boston was far from ideal, it serves as a reminder of the importance of being a Superhost and the impact it can have on guest satisfaction and your bottom line.