10 Ways to Improve Your Guest Experience

The Guest Experience Begins Before Check-In

The guest experience starts long before someone opens the front door.

From the moment a booking is confirmed, guests want to know what happens next. Clear communication can answer common questions, set expectations and make the arrival process feel organised.

Useful pre-arrival information may include the property address, check-in time, access instructions, Wi-Fi details and anything guests should know before travelling.

Keeping this information simple and timely can make the entire journey feel easier.

“A great stay isn’t created by one moment. It’s built through thoughtful details at every stage of the guest journey.”

Creating a Smooth Arrival

A positive arrival sets the tone for the rest of the stay.

Make check-in simple by providing clear directions, accurate access information and straightforward instructions before the guest arrives.

Communication should continue at the right moments throughout the stay without overwhelming the guest with unnecessary messages.

• Provide clear check-in instructions and send useful information before arrival
• Make property access straightforward and keep communication warm and concise
• Make important information easy to find
• Provide a clear way to request support

Airbnb similarly recommends providing clear directions, a simple check-in method and step-by-step arrival instructions.
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1. Make Check-In Simple

After travelling, guests should not have to struggle to find the property or work out how to enter it.

Provide clear arrival instructions before check-in, including access details and any useful directions.

The easier the arrival feels, the better the first impression.

2. Communicate at the Right Time

Guests need information, but they don't need everything at once.

Send useful details at relevant stages of their journey—from booking confirmation and pre-arrival information to check-out instructions.

Communication should be warm, concise and easy to understand.

3. Prepare the Property Consistently

Every guest should arrive to the same high standard.

Bedrooms should be prepared, bathrooms refreshed, surfaces checked and essential supplies replenished before arrival.

A consistent turnover process helps ensure important details aren't overlooked.

Airbnb identifies cleanliness as one of the categories guests can rate after a stay and recommends establishing a thorough cleaning routine.

4. Provide Quality Linen and Essentials

Fresh linen, clean towels and well-stocked essentials help a property feel properly prepared.

Guests should be able to settle in without immediately searching for basic items.

Airbnb's host guidance specifically highlights basics such as towels, linen, pillows, soap and toilet paper when preparing for guests.

5. Make Important Information Easy to Find

Wi-Fi passwords, appliance instructions, house information and check-out guidance should be straightforward to access.

A well-organised guest guide can reduce confusion while giving guests greater independence during their stay.

6. Respond Promptly When Guests Need Help

Even a well-prepared property can experience unexpected issues.

What matters is how efficiently they are handled. A prompt acknowledgement lets guests know their concern has been received and that someone is working towards a solution.

Airbnb's 2026 hosting guidance recommends prompt responses, particularly around check-in or when problems occur.

7. Share Useful Local Recommendations

Help guests experience the neighbourhood, not just the property.

Recommendations for restaurants, cafés, transport links and local attractions can make a stay feel more considered, particularly for guests who are unfamiliar with London.

8. Keep the Property Well Maintained

A beautiful property still needs to function properly.

Regular checks can help identify maintenance issues before they affect a stay. Heating, lighting, appliances, plumbing and property access should all be considered as part of ongoing property care.

9. Make Check-Out Straightforward

The final stage of the stay should be as easy as the first.

Give guests clear check-out instructions, including the departure time, key return process and any essential steps they need to complete.

Avoid unnecessary complexity.

10. Learn From Guest Feedback

Guest feedback can reveal patterns that aren't always obvious during day-to-day property management.

Look for recurring comments about comfort, cleanliness, communication or amenities and use them to identify where the experience could be improved.

Airbnb's review system includes ratings for cleanliness, accuracy, check-in, communication, location and value, making feedback useful for understanding different parts of the stay.