The Airbnb Superhost

#101 Guests Are Not The Problem - Your Systems Are

Link to zoom webinar! - https://us06web.zoom.us/meeting/register/h15hgvyqQYmHk4GFjlaTAg#/registration In this episode, Neil explores the ‘Success Triangle’ of hosting, focusing specifically on you, the host. Neil tackles the inevitable frustrations of property damage, from water rings on polished wood to wet floors, and offers a radical mindset shift to protect your peace of mind. Featuring insights from conflict management expert Andy Baker, the episode discusses why we should stop judging guest ‘malice’ and start investigating the ‘ignorance’ or systems that lead to mistakes. KEY TAKEAWAYS When furniture gets damaged, ask yourself: ‘Would I rather have a perfect floor or £100,000 in the bank?’ Reframing damage as a small cost of a successful business cures emotional stress. Most guest ‘bad behaviour’ is actually just ignorance. They aren't trying to annoy you; they likely just don't know that certain surfaces (like polished wood) are sensitive to water. Instead of reprimanding guests for long showers, Neil ‘gamified’ the solution with a 10-minute sand timer. Changing the steps leading to an outcome is more effective than fighting the outcome itself. ‘Grown men die for it and babies cry for it.’ By publicly praising guests when they do something right (like cleaning the kitchen), you encourage them, and others, to repeat that behaviour. Move away from a ‘blame culture’. If a recurring issue arises, look back at your instructions and house rules to see where the system failed to guide the guest properly. BEST MOMENTS "Anger is the punishment we give ourselves for other people’s behaviour." "Never attribute to malice what can be attributed to ignorance." "Design for normal humans who just happen to be imperfect." "The person who is punished most with that anger is ourselves. It certainly doesn't improve reviews." "Stop managing guests. Start managing the systems and your own reactions." CONTACT DETAILS Visit Neil's Airbnb https://bit.ly/SuperhostNeil Instagram: https://www.instagram.com/superhostneil/ Facebook: https://www.facebook.com/SuperhostNeil TikTok: https://www.tiktok.com/@superhostneil Email: SuperhostNeil@gmail.com ABOUT THE HOST Neil has led a fulfilled and unconventional life, navigating an extraordinary journey from the Royal Navy to prop-making in London's West End theatres. Born into a military family, it was a twist of fate which led him to the theatre, where he contributed to iconic productions such as Phantom of the Opera. Eventually, Neil transitioned to Corporate Event Team Building, eventually founding his own venture in 1999. Financial challenges in 2017 are what prompted a strategic shift to Airbnb hosting, proving a reliable backup income. By 2021, Neil and his business partner triumphed over significant debt, fuelled by their resilience and the success of Neil's Airbnb venture. Now, Neil has left the corporate world behind, thriving solely through his flourishing Airbnb endeavours. Disclaimer: The Airbnb Superhost is in no way affiliated with Airbnb. All ideas, thoughts, concepts and data presented in this podcast are entirely Neil’s own and do not represent the views of Airbnb.

#100 - 100 Things I've Learnt from 18,000 Guest-nights

In this milestone 100th episode of the Airbnb Superhost Podcast, Neil celebrates a decade of hosting and 18,000 guest nights by sharing 100 rapid-fire lessons he’s learned along the way. Moving away from the typical interview format, Neil reflects on the realities of being a live-in host, covering everything from guest psychology and essential room amenities to setting boundaries and managing finances.  KEY TAKEAWAYS Most hosting issues stem from miscommunication rather than ‘bad’ guests. Tone, timing, and clarity often matter more than the actual words you use. The most critical ‘amenity’ isn't high-end decor or gadgets, but a high-quality mattress and a dark, quiet room. If a guest can't sleep well, nothing else matters. Clear, friendly boundaries (like lockable doors and specific shelf space) actually make guests feel safer and more welcome, rather than restricted. Automating boring tasks like finances, receipts, and messaging frees you up to focus on the human element of hosting, which keeps the experience enjoyable. Guests are human. They will make mistakes, misread instructions, and forget things. Designing your space and rules for real human behaviour, rather than perfect behaviour, prevents frustration for everyone. BEST MOMENTS "Guests don't read messages, so make everything shorter than you think it needs to be." "A top-quality mattress isn't a luxury, it's essential." "There is one rule in the kitchen: Leave no evidence." "Always remember, strangers are just friends that you haven't made yet." "Assume good intent and design everything for real human behaviour, not perfect behaviour." CONTACT DETAILS Visit Neil's Airbnb https://bit.ly/SuperhostNeil Instagram: https://www.instagram.com/superhostneil/ Facebook: https://www.facebook.com/SuperhostNeil TikTok: https://www.tiktok.com/@superhostneil Email: SuperhostNeil@gmail.com ABOUT THE HOST Neil has led a fulfilled and unconventional life, navigating an extraordinary journey from the Royal Navy to prop-making in London's West End theatres. Born into a military family, it was a twist of fate which led him to the theatre, where he contributed to iconic productions such as Phantom of the Opera. Eventually, Neil transitioned to Corporate Event Team Building, eventually founding his own venture in 1999. Financial challenges in 2017 are what prompted a strategic shift to Airbnb hosting, proving a reliable backup income. By 2021, Neil and his business partner triumphed over significant debt, fuelled by their resilience and the success of Neil's Airbnb venture. Now, Neil has left the corporate world behind, thriving solely through his flourishing Airbnb endeavours. Disclaimer: The Airbnb Superhost is in no way affiliated with Airbnb. All ideas, thoughts, concepts and data presented in this podcast are entirely Neil’s own and do not represent the views of Airbnb.

#099 Avoid Your Guests Kicking Off

In this episode, Neil is joined by behavioural specialist Andy Baker (Able Training Support Ltd) to dissect a hosting horror story that started with a tumble dryer and ended with accusations of racism. Neil shares the story of how a simple request to turn off an appliance spiralled into a heated confrontation with a guest. Together, they explore the psychology behind why guests ‘kick off’, the dangers of text-based communication, and how misinterpretation can turn a small friction point into a full-blown battle. KEY TAKEAWAYS Research suggests communication is only 7% words, the rest is tone (38%) and body language (55%). Written notes and texts strip away 93% of the context, making them high-risk for misinterpretation. Conflict often escalates not because of the actual issue (e.g., a dryer), but because the guest feels their intelligence or identity is being attacked. When a guest becomes aggressive, the goal isn't to win the argument but to resolve the conflict. Sometimes this means apologising for the impact of your actions, even if your intent was correct. If you find yourself constantly nagging guests about a specific rule (like locking doors or turning off heaters), the problem is likely the process, not the person. Use smart tech to remove the human element. Don't just put out the fire (resolve the argument); analyse why it started. If a friction point happens twice, it’s a pattern that needs a systemic fix. BEST MOMENTS "Communication can become miscommunication, and how quickly things can escalate, even when you think you're being reasonable." "Nobody should ever argue based on a text message ever again, because I guarantee you're reading it differently to how they intended it." "De-escalation is the art of resolving conflict through communication rather than force." "If a rule keeps causing friction, stop explaining it; systemise it. Remove the need for the conversation altogether." "The moment something feels personal, it becomes emotional. And emotion can stop us all hearing logic." ABOUT THE GUEST Andy Baker runs a company called Able Training Support Ltd which is a national company, and the external training organization of the Alzheimer's Society, as well as partnered with Dementia Forward. Website; www.able-training.co.uk [http://www.able-training.co.uk/] email; info@able-training.co.uk He has his own podcast called “Able to Care”, which is aimed at helping parents, teachers, paid and unpaid caregivers to better understand themselves as well as those that they support. He also has a book entitled “Targeting the Positive with Behaviours that Challenge”, written for teachers, social workers and professional carers. The full interview is on YouTube - https://bit.ly/Conflict-Resolve-Andy-Baker [https://bit.ly/Conflict-Resolve-Andy-Baker] CONTACT DETAILS Visit Neil's Airbnb https://bit.ly/SuperhostNeil Instagram: https://www.instagram.com/superhostneil/ Facebook: https://www.facebook.com/SuperhostNeil TikTok: https://www.tiktok.com/@superhostneil Email: SuperhostNeil@gmail.com ABOUT THE HOST Neil has led a fulfilled and unconventional life, navigating an extraordinary journey from the Royal Navy to prop-making in London's West End theatres. Born into a military family, it was a twist of fate which led him to the theatre, where he contributed to iconic productions such as Phantom of the Opera. Eventually, Neil transitioned to Corporate Event Team Building, eventually founding his own venture in 1999. Financial challenges in 2017 are what prompted a strategic shift to Airbnb hosting, proving a reliable backup income. By 2021, Neil and his business partner triumphed over significant debt, fuelled by their resilience and the success of Neil's Airbnb venture. Now, Neil has left the corporate world behind, thriving solely through his flourishing Airbnb endeavours. Disclaimer: The Airbnb Superhost is in no way affiliated with Airbnb. All ideas, thoughts, concepts and data presented in this podcast are entirely Neil’s own and do not represent the views of Airbnb.

#098 Why Guests Don't Think Like You Do

In this episode, Neil chats with behaviour specialist Andy Baker, exploring the complexities of guest behaviour that can challenge even the most seasoned hosts. They discuss real-life scenarios, including a guest's puzzling disregard for cleanliness and another's awkward response to a note about food in the room. Andy shares insights on understanding the motivations behind such behaviours and emphasises the importance of clear communication and setting expectations. KEY TAKEAWAYS It's important to recognise that unusual guest behaviour may stem from various underlying reasons, including psychological traits or personal circumstances. Approaching these situations with empathy and curiosity can lead to better outcomes. Implementing preventative strategies, such as clear house rules and guidelines, can help set expectations for guests before they arrive. This proactive approach minimises potential conflicts and misunderstandings. When conflicts arise, responding calmly and thoughtfully rather than reacting impulsively can lead to more constructive resolutions. It's essential to maintain composure and communicate boundaries clearly. Rewriting negative instructions (e.g., "Don't slam doors") into positive directives (e.g., "Please close doors quietly") can create a more welcoming atmosphere and guide guests toward appropriate behaviour without sounding punitive. BEST MOMENTS "If you want fewer awkward conversations, clearer boundaries, and a calmer hosting experience overall, this episode is for you." "You met one person with autism, you met one person with autism; that's as much as you understand about it in some ways." "I developed a technique of giving people an out when there's an issue." "Most people focus on what they don't want, but they've actually got no idea what they do want." CONTACT DETAILS Visit Neil's Airbnb https://bit.ly/SuperhostNeil Instagram: https://www.instagram.com/superhostneil/ Facebook: https://www.facebook.com/SuperhostNeil TikTok: https://www.tiktok.com/@superhostneil Email: SuperhostNeil@gmail.com ABOUT THE HOST Neil has led a fulfilled and unconventional life, navigating an extraordinary journey from the Royal Navy to prop-making in London's West End theatres. Born into a military family, it was a twist of fate which led him to the theatre, where he contributed to iconic productions such as Phantom of the Opera. Eventually, Neil transitioned to Corporate Event Team Building, eventually founding his own venture in 1999. Financial challenges in 2017 are what prompted a strategic shift to Airbnb hosting, proving a reliable backup income. By 2021, Neil and his business partner triumphed over significant debt, fuelled by their resilience and the success of Neil's Airbnb venture. Now, Neil has left the corporate world behind, thriving solely through his flourishing Airbnb endeavours. ABOUT THE SHOW Welcome to "The Airbnb Superhost," your ultimate guide to mastering the art of hosting on Airbnb. In each concise 15-minute episode, Neil will reveal the secrets to creating unforgettable guest experiences and maximizing the potential of your property, drawing on over 9 consecutive years as a qualifying Airbnb Superhost. With a focus on 3 specific aspects of running an Airbnb business; the host, the property, and Airbnb itself, Neil provides step-by-step guidance on everything from ambience creation to effective communication. In each episode, a Superhost Secret will help you elevate your hosting game and keep guests coming back for more. Whether you're a seasoned host or just starting out, Neil’s actionable tips and tricks will help you become a hospitality superstar. Disclaimer: The Airbnb Superhost is in no way affiliated with Airbnb. All ideas, thoughts, concepts and data presented in this podcast are entirely Neil’s own and do not represent the views of Airbnb. This Podcast has been brought to you by Disruptive Media. https://disruptivemedia.co.uk/

#097 If Money Wasn't a Problem, What Would You Do?

In this episode, Neil reflects on the power of pursuing one's dreams when financial constraints are lifted. As the new year begins, he challenges listeners to consider what they would do if money were no longer an obstacle and to confront the excuses that hold them back. He recounts the story of his friend Paul Collis, a talented musical theatre actor who bravely pursued his dreams despite the risks, ultimately achieving remarkable success before his untimely passing. KEY TAKEAWAYS The episode emphasises the importance of following your passions and dreams, especially when financial stability is achieved. It encourages listeners to consider what they would pursue if money were not a barrier. It highlights the need to confront and eliminate excuses that prevent individuals from taking action towards their goals. Recognising that many of these excuses are unfounded can lead to significant life changes. Neil shares personal experiences and the story of Paul Collis, illustrating how making bold decisions can lead to fulfilling careers and lives. Both stories serve as examples of how taking risks can result in unexpected and rewarding outcomes. A practical takeaway is to calculate the exact monthly income needed to cover essential living costs. This allows individuals to design their Airbnb business to meet that target, creating a safety net that enables them to pursue their passions. BEST MOMENTS "What would you do if money was no longer the thing stopping you?" "I wanted to be an inventor, but the dream of becoming an inventor died in that moment." "I want to be a musical theatre actor." "If you give it a go and everything failed, would your parents look after you?" "Sheer determination, damn hard work, and belief in myself." CONTACT DETAILS Visit Neil's Airbnb https://bit.ly/SuperhostNeil Instagram: https://www.instagram.com/superhostneil/ Facebook: https://www.facebook.com/SuperhostNeil TikTok: https://www.tiktok.com/@superhostneil Email: SuperhostNeil@gmail.com ABOUT THE HOST Neil has led a fulfilled and unconventional life, navigating an extraordinary journey from the Royal Navy to prop-making in London's West End theatres. Born into a military family, it was a twist of fate which led him to the theatre, where he contributed to iconic productions such as Phantom of the Opera. Eventually, Neil transitioned to Corporate Event Team Building, eventually founding his own venture in 1999. Financial challenges in 2017 are what prompted a strategic shift to Airbnb hosting, proving a reliable backup income. By 2021, Neil and his business partner triumphed over significant debt, fuelled by their resilience and the success of Neil's Airbnb venture. Now, Neil has left the corporate world behind, thriving solely through his flourishing Airbnb endeavours. ABOUT THE SHOW Welcome to "The Airbnb Superhost," your ultimate guide to mastering the art of hosting on Airbnb. In each concise 15-minute episode, Neil will reveal the secrets to creating unforgettable guest experiences and maximizing the potential of your property, drawing on over 9 consecutive years as a qualifying Airbnb Superhost. With a focus on 3 specific aspects of running an Airbnb business; the host, the property, and Airbnb itself, Neil provides step-by-step guidance on everything from ambience creation to effective communication. In each episode, a Superhost Secret will help you elevate your hosting game and keep guests coming back for more. Whether you're a seasoned host or just starting out, Neil’s actionable tips and tricks will help you become a hospitality superstar. Disclaimer: The Airbnb Superhost is in no way affiliated with Airbnb. All ideas, thoughts, concepts and data presented in this podcast are entirely Neil’s own and do not represent the views of Airbnb. This Podcast has been brought to you by Disruptive Media. https://disruptivemedia.co.uk/