HostingManual en AirBNB

7/28/2019 HostingManual en AirBNB

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Quick start guideto Hosting

HOSTING MANUAHOSTING MANUALAIRBNB


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AIRBNB

HOSTING MANUALTABle of coNTeNTs

1 Why AIRBNBWhat Is Airbnb?

Why Should I Host?

How Much Does This Cost?What Can You Find on Airbnb?

2 GeTTING sTARTeDHow Do I Get Started?

6 Steps To A Great Listing

Showcasing Your Space

How to get picture per ect shots

Free pro essional photography

What Types o Spaces Can I O er? Describing your space

What Should I Charge?

3When Will Your Place Be Available?

How do I attract guests?

Updating your calendar

How do bookings happen? Contacting and connecting

ATTRAcTING GUesTs

4We have company!

Put yoursel in their shoes

Private rooms/shared rooms

Entire home/apt

What i I cant personally greet my guest

and set them up with keys? Am I required to give guests a set o keys?

Re erences, Reviews, and Ranking

How do I make my listing more attractiveto guests?

How do I improve my search ranking?

What do I do i I get a negative review?

BeING A GReAT hosT

5Making Money and Getting Paid

Why not just send a check? Cancellations and re unds

Fees

Local laws and regulations

RUNNING yoUR oWN AIRBNB

6 TRUsT & sAfeTyHow Sa e Is All O This?

How can I learn more about a prospective guest?

I want to rent my entire apartment but am

worried about people possibly taking my things.What Tools Does Airbnb Provide?

Host guarantee

Prescreening prospective guests

Trip in ormation required

No penalty or declining

Veri cations


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WhAT Is AIRBNB?

Why shoUlD I hosT?

Airbnb is a community marketplace that connects people who needa place to stay with locals who have space to spare. Guests get to

experience new places and cultures like a local with the guidanceo their hosts. On Airbnb, you and the rest o the community createmeaning ul connections across countries around the world.

Check out our vital stats:

We have listings in 192 countries and 19,000+ cities

Over 5 million nights have been booked using our service since ourinception in 2008

Airbnb travelers come rom 92 countries

The site is in nine languages: English, French, Italian, Spanish,Portuguese, German, Japanese, Chinese, Russian

24/7 Customer Support

You want to meet new people with a zeal or travel, become part o a global network, share stories oexotic marvels, and earn money. Welcome to Airbnb!

When you list your space in our marketplace, your pro le and listing are available to the hundreds othousands adventurous souls in the Airbnb community. Youll get linked to international travelers lookingto visit your city.

Preparation, good communication, and dedication are the keystones o success on Airbnb. With our suiteo tools and how-to tips, your property can be a lucrative source o income and a great way to meet olks

rom around the world. Read on as we show you how to best showcase your space, ll up your calendar,and ensure that your guests have a top-notch experience.

1. WHy AIrbNb?1. WHy AIrbNb?


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H o w a b o u t a c a s t l e ?

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P4 HOSTING MANUALINTRoDUcTIoN1

hoW MUch Does ThIs cosT?

It is ree to list each and every property on Airbnb! You will only get charged oraccepted reservations in which we deduct 3% o the total cost o the reservation tocover the cost o processing the guests payment.

WhAT cAN yoU fIND oN AIRBNB?

Did you know that Airbnb gets its name rom the humble airbed? Now our communityhas grown to include much, much more, but you can nd just about anything thatcan provide a good nights sleep. The most common dwelling types are entire and/orshared apartments and houses. O these, youll nd a range o stylesmodern Zen lo tto charming Victorian homeand com ort levels rom on-the-foor uton to thousandthreadcount luxury.

But, theres more you can list beyond the commonplace: cabins, villas, boats, lighthouses,castles, tree houses, and even igloos have all been listed, stayed in, and reviewed on

Airbnb. Just make sure that whatever youre listing provides a sa e and sleepable space.Have a look at our Top 40 properties and other collections or listings that run the gamut!


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HOSTING MANUALP5

hoW Do I GeT sTARTeD?

2. GETTING STArTED2. GETTING STArTED

So you want to be a host in a global community o 19,500 cities in 190 countries? Great, wed love to haveyou! Its completely FREE to list your space, and youll be on your way to making money and making new

riends.

Heres a quick list o the gettingstarted essentials:

A complete user pro le with a description and photo

At least 10 great pictures o the space and amenities

A 150 word description o your listing explaining what its like to stay at your place

A air market price or your space

An updated calendar

Reviews/re erences/veri cations


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QUIck sTART GUIDe

6 STEpS TO A GrEAT LISTING6 STEpS TO A GrEAT LISTING

It takes 10 photos, minimum 45kb size eachto be truly great. Photos are the rst thingtravelers look at when considering a pro-spective property, so take advantage oAirbnbs ree pro essional photography ser-vice. Youll even receive a Airbnb Veri edPhotography ribbon, signi ying to poten-tial guests that your listing is authentic.Visit airbnb.com/photography to sign up

or ree photos.

Hosts with the o cial Airbnb watermarkon their photos get an average o 8 timesas many inquiries and make on average anincrease o 2.5 times as much revenue asthose that dont have the watermark. In otherwords, a host that makes $1,000/month withtheir own snapshots could see an increase to$2,500 with the veri ed photos.

Reviews are crucial or building trustbetween a host and potential guests. Oncethey read that real people have great thingsto say a ter staying with you they will eelmore secure and com ortable bookingyour place. When youre rst starting outand havent yet received a review, wedrecommend asking or a ew re erences an endorsement rom a riend on Airbnbgoes a long way! Airbnb also o ers theopportunity to veri y your online identityby connecting through Facebook, Linke-dIn, Twitter, phone number and credit cardnumber. Login to Dashboard > Pro le >Trust and Veri cation to update your veri-

cations.

This is your opportunity to set expectationsor guests and to communicate to them

what youre o ering. Provide a detaileddescription o your property including howmany bedrooms, bathrooms, beds, so as,

utons, pullouts you name it. Include whatis special about your space that sets itapart rom others. Also describe what youinclude in the nightly rate (i.e. towels, lin-ens, co ee, soap, cleaning ee, etc).

Guests may choose to stay with you basedon location, so boost your propertys appealby providing a great description o yourneighborhood. Are you in close proximityto restaurants and shops? Is there publictransport nearby? Any in ormation you canprovide to help guests navigate the city willonly make your listing more attractive.

Set a competitive price to increase book-ings. I youre not sure what your rate shouldbe, browse other listings with comparablespaces in your area. For price range sug-gestions based on location, go to airbnb.com/whats-my-place-worth . Reduce yourprice when youre starting out. This willhelp you earn a review and build a reputa-tion aster.

Be ore booking with you, potential guestswill want to know who you are and whatyou look like. Be sure to ll out your entirepro le, telling a bit about yoursel anduploading your photo. Nothing will sell apotential guest more than a riendly, trust-worthy ace.

Keep your calendar regularly updated to letpeople know when theyre able to stay withyou. This will also prevent inquiries rom ll-ing up your inbox when youre unavailable.

Another huge actor in maximizing yourbookings is your response rate. How quicklyyou respond to an inquiry will o ten deter-mine whether a guest books your place ornotas they say, the early bird gets theworm! In order to receive text and emailnoti cations when a potential guest mes-sages you, sign into your account, and clickAccount > Noti cations .

PeRsoNAl PRofIle PIcTURe AND15 WoRD DescRIPTIoN

UPDATeD cAleNDAR

BoNUs TIP!

150 WoRD DescRIPTIoN of yoURPRoPeRTy AND NeIGhBoRhooD

PRIceRevIeWs, RefeReNces

AND veRIfIcATIoNsPhoTos of yoUR sPAce


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P7 HOSTING MANUALGeTTING sTARTeD2

shoWcAsING yoUR sPAce

H g P P sh

t p p h , mm h p :

l h p: Brightness lends depth and color variance to the shot

sh m : Shows the range o space and captures the entire dimension o the room

Ph ph h q : What makes your space unique? A piece o artwork? A spectacularview? Shoot all the things that make your place special

c h : Decluttering is key. Make sure this is a refection o how guests will nd the space

H h h h mm m : Document the common spaces and things that make yourlisting com ortable

Our onsite system makes photo uploading quick and easy. A ter logging in go to Your Listing >Edit > Photos , then add pictures. You can also take them with our iPhone app and uploadthem to your listing directly.


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WhAT TyPes of sPAces cAN I offeR?

There are numerous kinds o dwellings you can stay in, but regarding privacy levels, we use 3 categories:

P v m : This means guests will be in the same apartment/house as their host but have their ownroom. When guests book a private room, it is to be used ONLY by the persons in that party. List what isand is not accessible to the guest, since there will be sharing o common areas, like the bathroom.

e h m / p m : With this option, guests staywith unrestricted access and without the hostpresentin your home. This option is popular or guests who want complete privacy (e.g. couples), sothese listings are typically more expensive than private rooms. However, you are still expected to bereachable even though you wont be sharing a space with your guests.

sh m : Popular or budgetconscious travelers, a shared room is de ned as persons other thanthe guests party staying in the same roomorguests staying in common/hightra c areas. Curtainsand room dividers, i possible, are nice touches in this situation.

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Want to aesthetically enhance your listing? Contact us at airbnb.com/photography to schedule a session

with one o our photographers, ree o charge. Your listing will be revamped with highquality pro essionalphotos that will let the world see your space in its best light.

But wait, theres more! Each picture that our photographer takes will come with Airbnb.com Veri edPhoto watermarks. This will give your listing instant credibility and will lend con denceto prospective guests.


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WhAT shoUlD I chARGe?

Charge what you eel is a reasonable price or what youre o ering. Research the rates o nearby hotelsand hostels, and even nearby Airbnb properties, to get a range. I nobody has inquired a ter some weeks,lower the price. You can always raise it a ter youve done some hosting and have received eedback.Check out our worth calculator or price range suggestions: airbnb.com/whats-my-place-worth

Want an easy boost to your bank account per booking? Youre able to charge an additional nightly eeper extra guest. For example, 2 guests stay 3 nights at $40/night + $10/additional guest. Thats a $150reservation, a nice increase rom $120 without the extra ee. To edit your pricing go to:Account > Pricing > Terms .


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3. ATTrACTING GUESTS3. ATTrACTING GUESTS

WheN WIll yoUR PlAce Be AvAIlABle?

H d i a g ?

g v y h h y ; h h y pp p h h:

l : The fight is booked. Now where to stay? Be candid anddetailed in whereand how ar rom whereyou are. Whether youreat the heart o downtown, by ocean ront, or accessible only by zipline,this is one eature where details are a must! Are you 5 blocks rom,or a 20minute train ride to? Include measurements o time to helppotential guests analyze the map.

P :Along with location, this is the rst unction used to narrow aguests search. Youre ree to charge whatever you wish, but its wiseto consider the rates o nearby locations, or even local hotels/hostels.You can even grant Special O er prices at your discretion (e.g., aguest is booking or himsel and 2 riends, but 1 will leave hal waythrough). Airbnb o ers properties at di erent price points, rom highluxury villas to more economical accommodations. We encourage youto price according to your amenities and the experience youll provide

or your guests.

s z : Lo t-like cabin or birdhouse closet? Be descriptive with yourspaces, accurately measure the dimensions, and list the guestcapacity.

d : Keep your availability calendar updated as much as possible,as people usually base travel around their work/school schedulesso assume their booking dates as infexible. And be prompt whena situation arises where you must change the status o a guestsreservation.


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P11 HOSTING MANUALATTRAcTING GUesTs3

up Y c

Let prospective guests know when you can accommodate them. Keeping your calendar current with daysyou can and cannot host will save you rom having to write the same sorry, Im unavailable messageagain and again.

You can adjust pricing and availability on a day-to-day basis, or or longer periods by going toYour Listing > View Calendar . When adjusting keep a ew things in mind:

You can use the calendar to set dynamic pricing i you wish to price a certain week or weekenddi erently than your de ault price.

Your region may experience seasonal lags in travel; reduce your rate during these periods so that youstay competitive.

H d b H pp ?Typically you will receive a message rom prospective guests with questionsabout dates and location details. You have 24 hours to accept or decline.Not responding will negatively a ect your ranking. Well provide you with acountdown clock that will refect the time le t rom the moment o booking.Convenient, right?

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When your guests arrive at the airport, train station, etc., make sure theyvebeen advised with the best transportation to you. Be ready with drivingdirections, i need be. Send this in ormation right a ter a reservation is madeso that theres little chance your guest could overlook it. And provide analternate contact number, or a riends, just in case!


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HOSTING MANUALP12

4. bEING A GrEAT HOST4. bEING A GrEAT HOST

We hAve coMPANy!

P Y i th sh

We recommend that new hosts stay on Airbnb to better understand and anticipate the needs o theiruture guests. But i you cant plan or a little getaway, theres still ew things you can do to get into the

hosting mentality. Its best to do a little research about your guest be ore they arrive. Having an idea oyour guests needs, interests, even ood pre erences/limitations and having those goods on hand makesall the di erence as well. There is no one-size- ts-all answer or being the best host, but youll succeed iyoure observant and make yoursel available to your guests.

Your role as a host will have varying levels o visibility, depending on the level o privacy your guest books:

P v r m /sh r m

Private rooms and shared rooms are popular with guests because theyre typically less expensive. You willalso enjoy the company o your guests when theyre home, and have new riends or a night out on thetown!

Hosts who stay and share with guests will likely nd the experience highly enjoyable. However itsimportant to remember that your new riends are paying customers and will have certain expectations:

sp : In every sense o the word, besides physical allocation o guest and commonareas, use your judgment to sense when its cool to chat, and when they needpersonal time.

Hy : Simple, just keep things clean.

Again, be ore your guest arrives, its prudent to be advised to any special needs/ accommodations (e.g., business traveler with morning routine that conficts withyours; pet, ood allergies; etc). Be sure to know the cannots o you guest be orea booking occurs.


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P13 HOSTING MANUALBeING A GReAT hosT4

e H m /ap m

This is the go-to choice or those seeking to rent the entire place to themselvesor their amily. People who opt or this choice are willing to pay a little more orcomplete privacy and maximum com ort. So, indulge your guests and give thepeople what they want:

P y, h , p y y h m : ensure the bedsheets are reshly laundered, the bathroom is

spotless, and that everything is as advertised in your pictures.

s y v p h . It gives you peace omind and doesnt give curious guests the option o trying on your jewelrywhile Skyping with riends on your newly-purchased Macbook.

g y y - h h , h h ym h h h : (e.g., which keys or which lock, this remote or

that TV, where additional towels are). Also, because even inanimate objects canbe uncooperative in ront o company, do a nal check with your advertisedamenities, like wi , in ront o your guests.

b v h y /y h y /q h .

I youre living with your guests, remember thatdespite it being yourhometheres a paying guest that expects maintained standards o com ort,cleanliness, and maybe even a cool actor. Always be gracious and happilyaddress any needs. For gregarious travelers, keep beer and liquor handy, and alist o local events. For tranquility seekers, have their creature com orts readyupon arrival and be extra respect ul o their personal space.

wh i i c P y g My g s th m up w h k y ?

Designating a riendor even a ellow Airbnb hostas the de acto host willmake these situations much more manageable. When youre out o town, or anemergency arises, its a com orting eeling knowing that you and your guest havesupport.

am i r q t g v g a s o k y ?

I they booked the entire place, then yes. But i theyre staying in a private room/ shared space, you dont have to. And, concerning the latter, you can set cur ews and keep tabs o guestsentering and exiting. It will certainly take more e ort to monitor the door, but heyyour house, your rules!Again, just communicate your conditions in advance.


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P14 HOSTING MANUAL4 BeING A GReAT hosT

RefeReNces, RevIeWs, AND RANkING

H d i M My l M a v t t v ?

Generally, people eel more con dent booking with hosts that have positive reviews rom past guests.We nd that the more guest reviews one has, the more bookings one will receive. But i you are new tothe site, here are some ways to start building your reputation:

r : When youre just starting out, ask close riends to post re erences that will vouch or yourcharacter and the space youre renting. Soon, youll start getting some inquiries and this will eventuallylead to your rst guest! Request re erences rom your riends by going to Dashboard > Pro le >Re erences .

r v : When your guest leaves, youll be prompted to leave a review. Theres a section thatspublished or the public to see (unless something egregious happened, be generous here!) and asection thats only or the guest to read. Likewise, your guest will receive a notice to review you.

In addition to a boost o con dence and eelings o euphoria, every positive review that lauds your hostingand space is one more reason a guest should stay with you. Make it a policy to ensure you always get areviewits how you keep your business going!


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P15 HOSTING MANUAL4 BeING A GReAT hosT

H d i imp v My s h r ?

Your ranking determines where you appear in the property search. Even with speci c-as-possible search parameters, your listing will not be displayed at the top i you have a lowranking. There ore, a higher ranking means more exposure and this will consequently lead to(you guessed it) more bookings.

Heres how to increase your ranking:

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The best way to improve your ranking is to accept reservations. The length o their stay isnt considered,here; its all about your acceptance rate. Booking more short-term guests in the beginning will be ane ective way to rocket to the top o the listings.

Also, the more short-term stays you accept, the more reviews youll receive. Unless the guest explicitlynotes it, a review or a 2night stay is indistinguishable rom a review or a 20night stay.

Once you earn some reviews, youll notice (assuming you dont drastically spike your price) an increase inthe amount o inquiries, and some will be or a week or more. Look at your hard work already paying o !

wh d i d i i g a n v r v ?

People are going to report their experiences. Sometimes, youll book a tough customer andwhether ornot all aspects were in your controlyoull receive a less-than-stellar/straight-up bad review. To upholdthe integrity o the site, our policy is that we do not remove reviews. One o our sites promises is that itsentirely transparent and that guests and hosts are at liberty to post their experiences and impressions.

Not to ear, one negative review will certainly not put an end to your new ound hosting career. I it tookone brutally honest person to improve your business or posterity, consider it a lesson learned and moveon. Make the next reservation success ul and be ore long, that one bump in the road will be miles behind.

I any serious concerns arise, contact our Customer Support at [email protected] anda member o the team will review your case.


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HOSTING MANUALP16

5. rUNNING yOUr OWN AIrbNb5. rUNNING yOUr OWN AIrbNb

MAkING MoNey AND GeTTING PAID

why n J s a ch ?

There are our important reasons its required to use our payment system:

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3. b h h m y, ph y p y h h

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When a reservation is made, well hold the amount charged and will release 24hoursa ter your guest checks in. I a transaction is conducted independently rom the site allprotection and support rom our team is or eited.

c rWe take host cancellations very seriously because they pose a huge problem to gueststravel plans and hurt the reliability o our service. When a host cancels, theirranking in search results is negatively a ected. However, we understand thatsituations come up, so in the event that you need to cancel, there is a bestpractice in place that every host should ollow:

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P17 HOSTING MANUAL5 RUNNING yoUR oWN AIRBNB

To o cially cancel the reservation, you must go to your Dashboard >Your Listing > My Reservations > Cancel Reservation

I a guest cancels the reservation, depending on your cancellation policy there will beeither a partial or ull re und, and your calendar will automatically refect availability. There are

our cancellation policies that range rom Flexible to Super Strict. Read about it here:airbnb.com/home/cancellation_policies . Please review each one and select the one that best suits you.

Be advised that Airbnb has the authority to withhold payment to the host and will dictate the amount tobe re unded i you advertised amenities that are inaccurately or alsely represented. Basic utilities, suchas electricity and plumbing, are expected to be in good working order, unless otherwise disclosed to theguest. Your listing (and messages) are best written with candidness. Transparency is key.

F

There is absolutely no ee to list. We charge a 3% hosting ee or every reservation you book. Be mind ulthat travelers will pay an additional 6%-12% booking ee on top o your price (the more theyre spending,

the lower the booking ee), but the hosting ee is a fat 3%. For example, i a guest books 2 nights at $50/ night, youll receive $97 rom Airbnb.

l l r

The rental o accommodations is regulated on a ederal, state and local level, and may vary dependingupon your location. As a host, you are legally required to be in compliance with such regulations, andshould research which laws, taxes or regulations are applicable to you. For example, some municipalitiesmay require you to apply or a license or permit, or to pay transient occupancy tax and business tax. I youwant more in ormation we recommend that you contact a lawyer or tax advisor in your area.

I you determine that you are required to collect any taxes, please clearly state this in your listingdescription. You may also use the Special O er eature in messaging to set the correct price or yourlisting, or increase the price o your listing to accommodate any required tax collection. More in ormation

about taxes is included in our FAQ section: airbnb.com/help/topic/hosting#category_61


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We believe people deserve peace o mind. So weve built tools and a resource center to help answerquestions you may have about your sa ety and security. Here are a ew questions that come up most

o ten:

H i m p p v ?

Airbnb o ers many di erent ways to learn about potential guests. Use all the tools at your disposal be oreaccepting reservations to gain as much in ormation as possible about inquiring guests. You are always incomplete control o who stays at your place by accepting reservations only when you eel com ortableand declining when you dont. Because your sa ety and peace o mind are our highest priorities there is nopenalty or declining a reservation.

t p: s Y g w h P p

When reviewing their pro les look or:

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Here are potential questions you can ask:

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H m y p p y p y?

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wh y v m?

i my p m m p p p y my h .

While we believe people are undamentally good, we understand wanting to prepare or the uncommonevent o wrong doing. To make yoursel eel com ortable it is advised to secure your valuables andirreplaceable items when you let unattended guests into your home.

6. TrUST & SAFETy 6. TrUST & SAFETy

hoW sAfe Is All of ThIs?


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WhAT Tools Does AIRBNB PRovIDe?

Were committed to building a trusted, collaborative marketplace. We want you to have a wonder ulexperience and have built tools so you can choose the best guests or your place.

We o er a suite o tools and eatures to protect our hosts.

H g

The Airbnb Host Guarantee will provide protection up to $1,000,000 to ahost or damages to covered property in the rare event o the t or vandalismby a guest. Hosts in the United States, Canada, Australia, United Kingdom,Germany, France, Italy, Spain, Portugal, Greece, Netherlands, Denmark,Sweden, Norway, Iceland and Finland are currently eligible, but wereplanning to expand the Airbnb Host Guarantee to more countries soon.

More in ormation is available at airbnb.com/sa ety# aq

P -s P p v g

Hosts have the ability to set custom trust parameters or messages and bookings;members who dont meet a hosts requirements cant send them a message or a reservationrequest. Selections or Reservation Requirements include: veri ed phone numbers, required pro lephotos, with more coming soon. To edit your settings navigate to Dashboard > Your Listing >Reservation Requirements

6 TRUsT & sAfeTy


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P20 HOSTING MANUAL6 TRUsT & sAfeTy

t p i m r q m

To help provide context or why travelers are requesting a booking, hostscan now set Purpose o a Trip as a required eld be ore any potentialguests can send you a message or booking request.

n P y F d

Hosts can decline a reservation without hurting their placement in search results.You wont be dinged or doing whats best or you and your property. Its yourplace, a ter all.

V fVeri cations help rein orce an Airbnb members identity on the web so you can eel com ortable knowingyou selected great guests. Veri y yoursel by connecting through LinkedIn, Facebook, Twitter, gettingpositive reviews, and veri ying your telephone number and address.


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WELCOME HOME!WELCOME HOME!

Airbnb was conceived by three riends who needed to pay the rent. They quicklydiscovered that they loved the experience o sharing their space.

A ter more than 5,000,000 nights booked, weve connected people rom all overthe world. Were delighted that so many people share our values o authentic,

joy ul, and beauti ul experiences. People like you.

Now that youve joined us, youll never need to stay in an overcrowded hostel oroverpriced hotel again. We encourage you to make the world your home

- whether that home is a boathouse on an exotic sea, a statelycountryside manor, a city-dominating penthouse, or a secluded nook in a tree. Its

all within your reach.

Interested in learning more about our history?

PSFK - From Moleskine to Marketplace, Joe Gebbia http://bit.ly/airbnb_ps k

Startup School - First 1000 days o Airbnb, Brian Chesky http://bit.ly/airbnb_ss

e j y!

oUR sToRy

HostingManual en AirBNB

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