What Today’s Airbnb Guests Really Expect

The short-term rental market has transformed dramatically over recent years. What once satisfied guests often falls short of today’s elevated standards. Increasing competition, digital convenience, and highly sophisticated travellers have fundamentally shifted guest expectations towards premium hospitality experiences.

Guests arrive with hotel-level service expectations. They’re no longer willing to overlook minor inconveniences or accept “good enough” as adequate. Every point of their stay is scrutinised, from photos in the listing to the final checkout process.

This presents both challenges and opportunities for property owners. Understanding what guests expect is essential for maintaining competitiveness, securing positive reviews, and maximising revenue. 

1. Fast and Reliable Communication

Guests booking short-term rentals demand prompt answers to questions, swift resolution of issues, and proactive communication throughout their stay.

Slow response times can directly impact search rankings on booking platforms. Airbnb’s algorithm prioritises hosts with quick reply rates, meaning delayed communication affects both guest satisfaction and property visibility. A response delay of even a few hours can result in lost bookings to more responsive competitors.

Professional property management eliminates communication gaps entirely. AirKeeper’s dedicated support team handles guest communication 24/7, ensuring every message receives immediate attention. 

2. Pristine Cleanliness and Linen

Cleanliness remains the most common factor behind negative reviews. Guests expect pristine bathrooms, crisp linens, and spotless surfaces that match professional hotel standards.

Guests can distinguish between basic cleaning and professional preparation. Stained towels, worn bedding, or missed cleaning details immediately impact satisfaction and the resulting negative reviews impact future bookings.

AirKeeper’s professional cleaning teams follow comprehensive protocols for every turnover. Our guest-ready preparation ensures properties consistently meet the high standards that drive positive reviews.

3. Local and Personalised Experiences

Guests want authentic local experiences. Properties that provide insider knowledge and personalised touches consistently outperform generic ones.

House manuals, welcome notes, and curated information about local attractions or events create meaningful connections. Guests value recommendations for hidden gems, local dining, and unique activities that enhance their stay beyond basic lodging.

Professional property managers understand that personalisation drives loyalty and positive reviews. AirKeeper develops custom welcome packages and local guides tailored to each property’s location, helping guests discover experiences they wouldn’t find elsewhere.

4. Easy Check-In & Smart Access

Contactless check-ins, keyless entry, and clear instructions are now standard expectations. Guests don’t want to coordinate schedules or deal with confusing access procedures. Complicated lockbox codes, unclear entry instructions, or technology failures create immediate frustration and a poor first impression that can impact the entire experience.

Professional property management ensures reliable access systems and comprehensive check-in processes. At AirKeeper, we look at multiple options to make sure that the correct entry method is in place. We also assess which entry method best suits your property and guest type. Our team is constantly reviewing and adopting the best available solutions to enhance guest convenience. Where properties require more complex access, we provide clear written instructions as well as video guides to ensure a smooth arrival experience.

5. Thoughtful Amenities (Beyond the Basics)

Guests expect more than essentials. Streaming services, kitchen essentials, coffee and tea, quality toiletries, and comfortable workspace areas have become standard requirements.

Expectations vary between urban and regional locations, but the principle remains consistent. Properties lacking thoughtful amenities receive lower ratings compared to well-equipped alternatives, regardless of location or price point.

Self-managing hosts often struggle to identify which amenities matter most. AirKeeper stocks properties with the amenities that guests actually use and expect, so there is no guesswork or unnecessary expenses.

6. Accurate Listings and High-Quality Photography

Poor or outdated photos lead to mismatched expectations and disappointed guests. Photos, descriptions, and reviews must align with reality.

Guests make booking decisions based primarily on visual presentation. Misleading images result in negative reviews, cancellations, and harm long-term booking performance. Professional photography significantly impacts click-through rates and conversion.

AirKeeper’s professional listing optimisation and photography ensure properties are presented accurately and attractively. High-quality images showcase spaces effectively while setting appropriate expectations for incoming guests.

7. A Safe, Comfortable, Well-Maintained Property

Safety is a top priority for guests. Working smoke alarms, secure locks, and general property upkeep are non-negotiable.

Even minor maintenance issues can impact reviews significantly. Broken blinds, faulty lights, or squeaky doors create negative impressions that guests remember and mention in feedback. Small problems signal poor overall management to discerning travellers.

AirKeeper conducts regular inspections and coordinates proactive maintenance to prevent issues before guests encounter them. Our systematic approach ensures properties remain safe, comfortable, and guest-ready at all times.

Meeting Modern Guest Expectations

Guest expectations in 2025 go far beyond a clean bed. Meeting these elevated standards requires consistent attention to detail, professional systems, and proactive management.

Self-managing hosts face increasing pressure to deliver hotel-level service while juggling countless responsibilities. The gap between amateur and professional hosting continues to widen as guest expectations rise and competition intensifies.

AirKeeper eliminates the complexity of modern hosting requirements. Our comprehensive property management delivers the professional standards that drive 5-star reviews, increase occupancy rates, and maximise your revenue.
Ready to deliver 5-star stays every time? Contact AirKeeper today for a free property appraisal.