2 Airbnb superhost tips: how to get the best reviews

Rachel Boyce, an Airbnb host, rents out a small glass house in Georgia. Unlike hotels, guests who book through Airbnb not only leave reviews, they get them themselves. Like guests, hosts also have the opportunity to rate their guests, which helps others in the community know what to expect in terms of cleanliness, house rules and communication, according to the Airbnb website.

To find out exactly how hosts rate their guests and how travelers can get five-star reviews, Business Insider interviewed two established Airbnb "superhosts" known for their "exceptional hospitality." Jamie Merwin has been renting out homes and cottages on the Airbnb platform for nearly four years. On the other hand, Rachel Boyce''rents small homes in Georgia starting in 2021.

Following the rules

Following the rules starts with following the house rules, Merwin said. "A superguest is someone who leaves a place in a condition close to how they found it," she says. To get five stars, Merwin explains that guests must wash and tidy dishes, wipe down surfaces such as countertops, and make sure the floor is free of dirt and food residue. "A four-star guest is someone who follows most of the house rules, and not following a rule 100 percent is not a serious offense," she says. "For example, not putting clean dishes from the dishwasher back in their place or not setting the thermostat to the desired temperature." If you leave dirty''dishes in the sink, you get three stars; if you leave everything in a mess, you get two stars; and if you "cause maximum mess," you get one star.

According to Boyce, following the rules also means following safety regulations to protect guests and the environment. This is especially important to Boyce because her properties are located in rural Georgia, surrounded by forest and wildlife. "Not all people like outdoor activities," Boyce says, referring to some of her guests. So it's important to follow established rules for their safety, such as being vigilant when hiking and not smoking. "Because we're a little bit special, I have some specific rules, like no smoking, because I don't want our forest to catch fire,'''- she explains. Boyce says the best way to respect other people's property is to treat it as you would your own.

Communication is key

In Merwin and Boyce's opinion, it's important to communicate clearly with the host during the stay, especially''if something doesn't go as intended. In addition to taking care of the space, Boyce advises guests to "keep open communication if something goes wrong" or if they have a request that might violate house rules. For example, Boyce is willing to become more flexible with party rules if a guest is honest about the ability to invite guests. A recent guest asked if he could invite a friend to dinner, to which she replied, "Sure. Thank you for letting me know. Of course I don't care if they come, but please don't make so much noise that I have to clean up." The Airbnb website also offers tips for getting better feedback from guests. The rental company points out that guests should treat the property like it''belongs to them, and follow the house rules, upholding the same principles that Boyce and Merwin talk about. They also share specific tips and information about what can happen if guests don't follow these rules. "For serious or repeated violations of these basic rules, guests may be suspended or expelled from our community," Airbnb says on its website.