Calling all superhosts - STR must haves and best practices

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Calling all superhosts - STR must haves and best practices

Adam Odom
Columbia, SC · Member since 2014 · 133 posts · 190 votes

We've recently sold a condo in Myrtle Beach and bought a new beach house in N Myrtle Beach/Cherry Grove and I'm looking for some top suggestions for features that guests love to see in a property. We thought we had done a good job with our condo until a superhost bought it and did a few things we didn't think about over the years (dedicated work space/desk, high chair, pack n play) and I just want to start with fresh eyes and suggestions. What do you personally do to make the best impression and get the most revenue? Some main points: we have a pool, 4 bedrooms, and are walking distance to the beach and Cherry Grove fishing pier. One thing I am definitely copying from another Airbnb we stayed at is putting in a "favorite places/things to do" sheet to really personalize the experience to where our house is compared to others. Let me know what you've seen to really make your property stand out over others and thanks!

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Joshua Strickland
Investor · Flowery Branch, GA · Member since 2019 · 413 posts · 412 votes
4y

Add a digital guidebook like touchstay or hostfully. You can add tons of info for the guests and it also solves 99% of their questions.

Also you can add a product like Stayfi. Makes them enter their email address to access the internet so you capture it in a database and can market directly to them in the future. 

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  • Joshua Strickland
    Investor · Flowery Branch, GA · Member since 2019 · 413 posts · 412 votes
    4y

    Add a digital guidebook like touchstay or hostfully. You can add tons of info for the guests and it also solves 99% of their questions.

    Also you can add a product like Stayfi. Makes them enter their email address to access the internet so you capture it in a database and can market directly to them in the future. 

    8Reply
  • John UnderwoodPro Member
    Investor · Greer, SC · Member since 2014 · 13k+ posts · 17k+ votes
    4y

     Charcoal grill - We stayed at a house in Myrtle Beach this summer and they didn't have one even though Airbnb add said they did. They told us we could rent one. I was very unhappy.

    Walking distance - add a golf cart, bikes and pull behind cart to make it easy to transport beach toys.

    We also stayed at a condo once that provided beach chairs. This was nice as it was something we didn't have to pack.

    Satellite or cable TV - don't cheap out on something that costs a couple of dollars per day.

    Will your place have any view of the ocean? I look for this if I can't be beach front. 

    4Reply
  • Luke CarlPro Member
    Rental Property Investor · Tennessee Florida · Member since 2016 · 4k+ posts · 5k+ votes
    4y

    Don’t be too responsive. Set business hours and boundaries with guests. 

    Podcast Guest on Show From Surviving on $30/Day to 30+ Properties Thanks to Blue-Collar Skills
    6Reply
  • Ken Boone
    Investor · Greenville, SC · Member since 2015 · 1k+ posts · 1k+ votes
    4y
    Originally posted by @Joshua Strickland:

    Add a digital guidebook like touchstay or hostfully. You can add tons of info for the guests and it also solves 99% of their questions.

    Also you can add a product like Stayfi. Makes them enter their email address to access the internet so you capture it in a database and can market directly to them in the future. 

     I just learned recently that with hostfully's guidebook you can capture emails as well.  

    4Reply
  • Paul Sandhu
    Investor · The worst town to live in, KS · Member since 2016 · 4k+ posts · 4k+ votes
    4y

    Paintings of scantily clad or nude women.  But I rent to refinery contractors.  Welders, fitters, boilermakers and other such ruffians like myself.

    3Reply
  • Adam Odom
    OP
    Columbia, SC · Member since 2014 · 133 posts · 190 votes
    4y

    Great - keep them coming! To clarify, we are actually using a rental company and not doing everything ourselves but I know superhosts always go a step above and I want to do as much as I can on my end to make sure they do their part well.

    0Reply
  • John UnderwoodPro Member
    Investor · Greer, SC · Member since 2014 · 13k+ posts · 17k+ votes
    4y
    Originally posted by @Adam Odom:

    Great - keep them coming! To clarify, we are actually using a rental company and not doing everything ourselves but I know superhosts always go a step above and I want to do as much as I can on my end to make sure they do their part well.

     What is your PM taking off the top?

    1Reply
  • Ken Boone
    Investor · Greenville, SC · Member since 2015 · 1k+ posts · 1k+ votes
    4y

    @Adam Odom Go overboard on amenities.  Provide plenty of games, a multicade perhaps, an Xbox, plenty of family games.  Unfortunately you can get bad weather on vacation, and its those kinds of things that help that scenario out.  Many times stuff like that keeps the kids busy so the parents can just relax.

    Also kind of along the lines as what @John Underwood maybe provide some already rigged up fishing poles for fishing off the pier.  I recently stayed at a place on Fripp Island and they provided fishing poles.  I brought my own so didn't need them, but if you do, just get some cheap ones from yard sales or something cause guests are going to break them over time.  Since you are close to the fishing pier and all that might add a little to what you have to offer. 

    4Reply
  • Adam Odom
    OP
    Columbia, SC · Member since 2014 · 133 posts · 190 votes
    4y

    @John Underwood normally 10% but they discounted first year. I work a 9-5 though and don't want to do it myself for sure. I just know they will only do so much themselves and want ours to stand out over other properties.

    0Reply
  • John UnderwoodPro Member
    Investor · Greer, SC · Member since 2014 · 13k+ posts · 17k+ votes
    4y
    Originally posted by @Adam Odom:

    @John Underwood normally 10% but they discounted first year. I work a 9-5 though and don't want to do it myself for sure. I just know they will only do so much themselves and want ours to stand out over other properties.

    10% is cheap for a full service STR PM. You're getting a great deal.

    3Reply
  • Bruce WoodruffPro Member
    Contractor/Investor/Consultant · San Diego / Phoenix · Member since 2021 · 12k+ posts · 15k+ votes
    4y

    Make a binder that sits next to the guest log.....

    1) Welcome page

    2) About us and contact page

    3) How-to page - Operating instructions for various appliances, internet password, etc....

    4) Things to do - restaurants. shops, tourist attractions, museums

    5) Area - How far to nearby towns or places of interest...

    6) Rules and Regs - Local ordinances, specific house rules, etc...

    6Reply
  • Ryan Johnston
    Lender · Charlotte, NC · Member since 2019 · 67 posts · 72 votes
    4y

    @Adam Odom  Our goal is to remove as many friction points as possible.  We're very proactive about eliminating things that would annoy a guest during a stay.  That consists of extra towels, coffee, etc.  Shampoo and Soap dispensers in the showers.  We also invest in good sheets, pillows, and mattresses.  I'm not saying to provide an exorbitant amount, but enough to eliminate the possibility that guest complains.

    We've found that this goes farther than providing additional amenities.  

    4Reply
  • Dave StokleyBusiness Member
    Property Manager · Cleveland, OH · Member since 2015 · 705 posts · 799 votes
    4y
    Originally posted by @Paul Sandhu:

    Paintings of scantily clad or nude women.  But I rent to refinery contractors.  Welders, fitters, boilermakers and other such ruffians like myself.

     We actually had this in a place decorated by a quirky owner. Plenty of complaints from families with kids. Not recommended.

    3Reply
  • Dave StokleyBusiness Member
    Property Manager · Cleveland, OH · Member since 2015 · 705 posts · 799 votes
    4y
    Originally posted by @Ken Boone:

    @Adam Odom Go overboard on amenities.  Provide plenty of games, a multicade perhaps, an Xbox, plenty of family games.  Unfortunately you can get bad weather on vacation, and its those kinds of things that help that scenario out.  Many times stuff like that keeps the kids busy so the parents can just relax.

    Also kind of along the lines as what @John Underwood maybe provide some already rigged up fishing poles for fishing off the pier.  I recently stayed at a place on Fripp Island and they provided fishing poles.  I brought my own so didn't need them, but if you do, just get some cheap ones from yard sales or something cause guests are going to break them over time.  Since you are close to the fishing pier and all that might add a little to what you have to offer. 

    We did a whole house with the game theme. It's a hit so far... https://www.airbnb.com/rooms/5...

    5Reply
  • John UnderwoodPro Member
    Investor · Greer, SC · Member since 2014 · 13k+ posts · 17k+ votes
    4y
    Originally posted by @Ryan Johnston:

    @Adam Odom  Our goal is to remove as many friction points as possible.  We're very proactive about eliminating things that would annoy a guest during a stay.  That consists of extra towels, coffee, etc.  Shampoo and Soap dispensers in the showers.  We also invest in good sheets, pillows, and mattresses.  I'm not saying to provide an exorbitant amount, but enough to eliminate the possibility that guest complains.

    We've found that this goes farther than providing additional amenities.  

     Having extra towels or coffee would not annoy me in the least. Not having enough of these things would be way worse than too much.

    1Reply
  • Ken Boone
    Investor · Greenville, SC · Member since 2015 · 1k+ posts · 1k+ votes
    4y

    nicely done @Dave Stokley

    1Reply
  • Myrtle Mike ThompsonBusiness Member
    Realtor · Myrtle Beach, SC · Member since 2016 · 352 posts · 204 votes
    4y

    Beach chairs are a MUST, along with a beach wagon or trolley to cart everything in.  You could add an umbrella but they will definitely get broken so plan on replacing them a couple times a year.

    [email protected]843-999-2301
    Myrtle Mike Real Estate581 Reviews
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    1Reply
  • Bruce WoodruffPro Member
    Contractor/Investor/Consultant · San Diego / Phoenix · Member since 2021 · 12k+ posts · 15k+ votes
    4y
    Originally posted by @Dave Stokley:
    Originally posted by @Paul Sandhu:

    Paintings of scantily clad or nude women.  But I rent to refinery contractors.  Welders, fitters, boilermakers and other such ruffians like myself.

     We actually had this in a place decorated by a quirky owner. Plenty of complaints from families with kids. Not recommended.

     You have to know your customers I guess :-)

    2Reply
  • Ryan Johnston
    Lender · Charlotte, NC · Member since 2019 · 67 posts · 72 votes
    4y

    @John Underwood Yes, I agree.  Apologies if I didn't clarify in my post.  We provide extra for that very reason.  Making sure the guest has plenty of the essentials (yes, that includes coffee) goes a long way.

    3Reply
  • Paul Sandhu
    Investor · The worst town to live in, KS · Member since 2016 · 4k+ posts · 4k+ votes
    4y
    Originally posted by @Dave Stokley:
    Originally posted by @Paul Sandhu:

    Paintings of scantily clad or nude women.  But I rent to refinery contractors.  Welders, fitters, boilermakers and other such ruffians like myself.

     We actually had this in a place decorated by a quirky owner. Plenty of complaints from families with kids. Not recommended.

    I've had over 2000 renters in my STR's. None of them have been kids. Maybe a dozen were adult women. @Luke Carl can tell you about my calendars.

    1Reply
  • Mark Miles
    Rental Property Investor · Philadelphia, PA · Member since 2016 · 543 posts · 716 votes
    4y
    Originally posted by @Adam Odom:

    We've recently sold a condo in Myrtle Beach and bought a new beach house in N Myrtle Beach/Cherry Grove and I'm looking for some top suggestions for features that guests love to see in a property. We thought we had done a good job with our condo until a superhost bought it and did a few things we didn't think about over the years (dedicated work space/desk, high chair, pack n play) and I just want to start with fresh eyes and suggestions. What do you personally do to make the best impression and get the most revenue? Some main points: we have a pool, 4 bedrooms, and are walking distance to the beach and Cherry Grove fishing pier. One thing I am definitely copying from another Airbnb we stayed at is putting in a "favorite places/things to do" sheet to really personalize the experience to where our house is compared to others. Let me know what you've seen to really make your property stand out over others and thanks!

    Running a successful STR comes down to 3 Ps: pics, people & pricing.

    1) Decorate your house nicely & pay a professional photographer to take some amazing pics

    Also, be prepared to constantly reinvest some of your profits into your house in order to keep it in tiptop shape. I think a lot of new investors look at the allure of STR and see the big revenue numbers and forget how much damage your house and your furniture and your furnishings will take with guest after guest after guest staying in your house

    If you let your house and the furniture and the furnishings fall into a state of decay, what originally started as a big moneymaker will instead become a constant source of guest complaints and bad reviews and headaches and sleepless nights (for you & your guests!) and refunds to guests

    2) Hire amazing people - cleaners, handyman, recruit some neighbors to help fill in the gaps, & self-manage or hire an offshore VA to manage the property if you'd rather make yourself rich instead of making a local property manager rich (more on that here: https://www.biggerpockets.com/... )

    And make sure that your cleaners and handyman are not only doing a top-notch job of keeping the house in pristine condition, but they are also reporting to you (or to your PM or to your offshore asst) every little thing that needs to be upgraded or replaced so that you can stay on top of it and take care of things before you hear it from your guests in the form of guest complaints and bad reviews. If your bath mats are getting nasty, you need to hear that from your cleaners not your guests!!

    And keep your handyman on speed dial because there will be plenty of occasional electrical and plumbing and HVAC and hot tub issues, many of which will be minor but will still require your handyman to take a look. This business ain’t for the faint of heart!

    3) Price fiercely to maximize profits not occupancy (they're not the same thing). If you set higher prices and rent fewer nights but make the same amount of money, you actually come out ahead. Less money spent on supplies, less wear and tear on your place, less money spent on utilities, fewer guest headaches, etc.

    Bottom line: there’s a LOT of puzzle pieces you have to get right to make this work really well, but once you master it, it can be very rewarding

    I preferred to invest in the year-round high revenue parts of the US where you can earn a lot of money year-round. I prefer that because it gives me a nice cushion so I always have extra profits to reinvest back into my houses as things need to be upgraded or repaired. Be careful if you’re considering an area with only seasonal revenues because you might be underestimating just how high your expenses can be in this business, I know I did before I started!!

    Keep in mind that your expenses will occur year-round (whether your house is rented or not), so try to invest where you can earn lots of year-round income to offset those expenses (which is typically the southern US). Just my two cents based on my experience. Best of luck!

    5Reply
  • Adam Odom
    OP
    Columbia, SC · Member since 2014 · 133 posts · 190 votes
    4y

    Ok so sort of a follow up question - this house is really nicely done but not really "beach" themed. I want to make it more coastal with the furniture/pictures but also don't want to take away too much of the formal piece considering some of the guests (especially higher paying ones) might appreciate a little bit of formal feel. For example, they had a 4 post bed in one of the rooms which I'm sure is expensive but not really what I expect for the beach. We're going to repaint and rearrange some of the bedrooms to accommodate more to families but don't want to overdo it either and take away some of the older crowd that rents out for their kids/grandkids. What do you think about this piece of it?

    0Reply
  • Ken Boone
    Investor · Greenville, SC · Member since 2015 · 1k+ posts · 1k+ votes
    4y

    I don't think the style of bed frame is going to detract or attract guests as long it is nice and not grungy or busted up.  That is one of the least things.  If you want to replace it replace it, but that is not really a factor on whether or not someone will either book or re-book after they have been there IMO.  I wouldn't put money on that piece of it now unless you just want to.  I would put money in the amenities.  You can still re-decorate with pics and such that give it a coastal feel.  And it is perfectly acceptable to have the living room/kitchen with one decoration style (coastal) and bedrooms with different styles (kids game room like what @Dave Stokley has done, and perhaps a bedroom that is more elegant such as with a 4 post bed.  

    2Reply
  • Adam Odom
    OP
    Columbia, SC · Member since 2014 · 133 posts · 190 votes
    4y

    @Mark Miles funny enough the higher rent, less nights formula was a big sticking point with my previous property managers. They owned the cleaning company too so of course they wanted every possible night booked even at dirt cheap rates which helped them way more than it did me. 

    As for area - we've already closed so too late now! Haha. It's definitely investment first but we wanted a place for our girls to enjoy too. Our old condo at Myrtle was fantastic but we really wanted to get more to the family style atmosphere of NMB.

    2Reply
  • Derrick Burbage
    Flipper/Rehabber · Hanahan, SC · Member since 2013 · 2 posts · 4 votes
    4y

    All of the above are great suggestions and ones that we have implemented in our Airbnb to become a superhost.  We have over 100 reviews and our rating is 4.99 (Had one random 4 star review for some reason we can't figure out) We get the most compliments on our detailed printed guidebook that we have in a binder.  It has our contact info, instructions on how to operate everything in the house, local dining, bars, tourist spots, nature spots, etc.  It is about 40 pages or so of info.  Keeping your place sparkling clean and fresh smelling is one of our biggest compliments we receive.  We use plug in air fresheners with lavender scent.

    We constantly use feedback from guests to make the experience even better for the next guest. We also respond immediately to all messages.

    When we started, we looked at other superhost's listings and basically tried to mirror what they were doing to be successful.  Keep making improvements to your listing and you will get there!  Good luck!

    3Reply
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