Whether it’s their first Airbnb or they’ve stayed in dozens, guests always want clarity before they book—and especially before they arrive. These questions might not always be said out loud, but they’re definitely being thought.

The most successful hosts don’t wait to be asked. They anticipate these concerns and handle them with detail, care and consistency. That’s where Airbnb property management gives you the edge. When every response is timely and polished, trust builds quickly and reviews speak for themselves.

So, what do guests want to know—and how should you answer? Let’s break down the seven most common questions and the best way to respond.

1. “Does the property look like the photos?”

Before booking, most guests scan every photo like detectives. They’re looking for mismatches. If your photos are outdated or don’t match reality, they’ll either move on—or arrive disappointed.

Good hosts avoid this by making sure their listing reflects the real thing, right down to the finer details. That includes lighting, furniture arrangement, artwork and even the way beds are made. Use natural light when photographing. Don’t edit out flaws, and avoid misleading angles.

A host in Hobart saw their booking rate climb after updating their photos to show the full room layout, including hallway and entry areas. It made the property feel more open and trustworthy.

Putting effort into how you present your property—visually and in words—follows the same thinking behind this approach to improving Airbnb listings that consistently draws more attention and stronger reviews.

2. “What exactly is included in the stay?”

Guests don’t want to assume. They want to know whether there are towels, toiletries, pantry basics, chargers, Netflix or even salt and pepper. And when they don’t know, they either ask—or feel frustrated later.

Be specific in your listing and pre-arrival messages. Instead of saying “fully stocked kitchen,” mention the key items: microwave, toaster, sandwich press, cooking oil, coffee pods. If you offer streaming services, specify which ones. List how many towels you supply. And if you don’t provide something like beach gear or a cot, say so clearly.

One Melbourne host added a simple “What’s included” card to the welcome bench. Not only did it reduce messages, it also led to more positive reviews about “clarity” and “thoughtful extras.”

Clear communication around amenities reflects the same practical mindset shown by experienced hosts who consistently meet guest expectations—something well explored in this breakdown of what hosts should prioritise when preparing a listing.

3. “What if something goes wrong?”

Whether it’s a leaky tap, power outage or confusing appliance, guests want to know you’ll be there if things don’t go to plan. It’s not about being perfect—it’s about being responsive.

The best way to handle this is with a clear plan. Include your contact number, the expected response time and what they should do in an emergency. If you’re unavailable, name your backup contact. List these inside the house and in your welcome message.

One host in rural Queensland includes a laminated sheet on the fridge that lists emergency contacts, Wi-Fi troubleshooting tips and instructions for the air conditioner. Guests feel reassured—and it cuts down on calls.

Creating a simple protocol for the unexpected follows the same logic as addressing the most common Airbnb problems before they escalate into bigger issues.

4. “How do I check in—and is it easy?”

Arrival can either set guests at ease or start their stay with stress. If the lockbox is hard to find, the gate doesn’t open or the keypad code doesn’t work, everything else you’ve done starts to unravel.

Check-in should be one of the easiest parts of their stay. Send instructions 24–48 hours in advance. Add photos of the entrance, street view and access point. Include clear written steps, and use simple language. Always test your system from a guest’s perspective.

A host in regional New South Wales started using a colour-coded guide showing guests how to find the property at night. It eliminated most late-night phone calls and helped make arrivals smooth, even in bad weather.

Self-check-in doesn’t mean impersonal. If you add thoughtful touches—like motion lights or a welcome card inside the door—it still feels warm.

5. “What’s nearby?”

Guests don’t want to trawl Google Maps after they arrive. They want to know where to get dinner, where to buy groceries and where to grab a decent coffee the next morning.

The easiest solution is a local guide. Keep it short and relevant. Break it into categories like:

• Best eats nearby
• Supermarkets and bottle shops
• Pharmacies and late-night essentials
• Closest public transport
• Recommended day trips or walks

Include personal notes on why you like certain places. One Brisbane host adds a note next to each listing in their digital guide like “Great for an early breakfast” or “Pet-friendly and open late.”

When your suggestions match your guests’ needs, they remember—and they mention it in reviews.

6. “Can I check out late?”

This one comes up a lot, especially on weekends or for guests with evening flights. Even when it’s not possible, how you handle the request can affect your review.

If you can offer flexibility, even by 30 minutes, it makes a difference. If not, suggest nearby luggage storage or a spot for guests to relax while they wait for transport.

Being kind and clear makes the guest feel heard. Saying “unfortunately we can’t extend due to back-to-back bookings” feels better than a hard “no.”

One clever host in Adelaide partnered with a local café that offers luggage holding and discounted coffees. Guests often mention the “easy checkout” and praise the host for going the extra step.

7. “Can I trust this place—and the person behind it?”

Every guest is quietly evaluating whether the host is genuine, honest and dependable. It starts before the booking—and continues right through to check-out.

You build trust through consistency. That means accurate listings, fast replies, respectful communication and a home that matches what’s been described. It also means visible reviews, verified ID and a profile that’s up to date.

Trust is also built when you stay calm and helpful, especially when something doesn’t go to plan. A host in Canberra once had a hot water issue mid-stay. They sent a plumber within hours, refunded one night and offered a late checkout. The guest still left a five-star review.

People don’t expect perfection—but they do expect effort. If they feel looked after, they’ll come back.

FAQs

1) What’s the best way to reduce guest questions?
Answer them before they’re asked. The more clear your listing and pre-arrival messages are, the fewer last-minute questions you’ll get. Cover things like parking, check-in instructions, Wi-Fi, heating and cooling, and what’s nearby. Use bullet points, headings and short sentences to improve readability. Repeat key info across multiple places—booking confirmation, guest welcome message and printed guide inside the home. This way, no matter where they look, they’ll find what they need. The smoother your communication, the more confident your guest feels.

2) Should I allow guests to message during their stay?
Yes, and it’s essential. Being available—even if they never need to contact you—helps guests feel supported. Set boundaries if needed (e.g. “I respond quickly between 8am and 8pm”) but make sure someone’s reachable for urgent matters. Guests who feel they have backup are more relaxed, even if they don’t reach out. Airbnb also rewards responsive hosts, so staying connected isn’t just good for service—it helps your visibility too.

3) What’s the biggest reason guests leave poor reviews?
It’s usually not what people think. It’s not a broken appliance or a noisy street—it’s unmet expectations. When the photos don’t match reality, or the check-in process is unclear, frustration builds. The key is being upfront. If there’s a steep driveway or no elevator, say so. If the aircon is noisy or the Wi-Fi drops out in one room, mention it. Most guests are fine with imperfections—what they don’t like is being surprised by them.

4) How detailed should my house rules be?
Your house rules should be short, clear and non-negotiable. Don’t list 30 rules—that overwhelms guests and most won’t read them. Focus on what matters: no smoking, no parties, noise limits, check-in/check-out times and pet restrictions. You can add optional guidance like “take shoes off inside” but don’t enforce things that aren’t deal-breakers. Keep the tone polite and practical, not bossy. The best rules make guests feel safe, not scolded.

5) Is it worth using a professional to manage communication?
Absolutely—especially if you’re not available 24/7 or if you manage more than one property. Having someone else manage messages, check-ins and guest requests ensures no gaps. It also keeps your tone consistent, avoids delays and prevents missed questions. A good management team can take care of logistics while still making the guest feel personally welcomed. The result? Better reviews, fewer problems and more time back in your day.

Confident Hosts Don’t Just Respond—They Anticipate

Every guest has questions. That’s part of the deal. But what sets great hosts apart is how they answer those questions before they’re ever asked. It’s the difference between a stay that’s “fine” and one that earns glowing feedback.

When you remove doubt and replace it with trust, clarity and ease, your reviews reflect that. Over time, you’re not just earning stars—you’re building loyalty.

And if you’re ready to offer that level of experience without juggling every task yourself, BNB Booking gives you the structure, support and consistency to deliver five-star stays again and again.

Please call us today on 1300 421 029 to learn more or leave an enquiry and we will get back to you as soon as possible.