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Why Five Star Reviews Start Before Check In
- Sonia Richards
- Jul 7
- 3 min read
Great Reviews Don't Start at Checkout
Every Airbnb host wants more five star reviews.
Positive reviews improve visibility, increase booking confidence, and often lead to higher occupancy and stronger revenue. But many hosts make the mistake of focusing only on the guest's stay itself.
The truth is that five star reviews often begin long before guests walk through the front door.
From the moment a reservation is confirmed, guests start forming opinions about your property and your hosting style. Every interaction leading up to check in contributes to the overall experience.
Successful hosts understand that guest satisfaction starts before arrival.
1. First Impressions Begin After Booking
The booking confirmation is often your first opportunity to create a positive experience.
Guests want reassurance that they made the right decision.
A prompt and welcoming message can immediately build confidence and set expectations for a great stay.
Simple communication such as:
Thanking guests for their booking
Confirming reservation details
Letting them know what to expect
can help create a positive first impression.
2. Clear Communication Reduces Stress
One of the fastest ways to create frustration is through uncertainty.
Guests shouldn't have to wonder:
How they will access the property
Where to park
What time they can check in
What amenities are available
Providing clear instructions before arrival helps eliminate confusion and creates a smoother experience.
The easier you make the process, the more confident guests will feel.
Pro Tip: One of the easiest ways to reduce guest questions before arrival is with a digital guidebook. We recommend Touchstay, which lets hosts organize check-in instructions, Wi-Fi details, parking information, house rules, and local recommendations in one easy-to-access place. Guests appreciate having everything they need before they arrive, and it can significantly reduce repetitive questions.
Explore Touchstay here. ( https://touchstay.com/?ref=ztc0y2m)
3. Guests Appreciate Quick Responses
Travel plans don't always go perfectly.
Flights get delayed, schedules change, and unexpected questions arise.
Hosts who respond quickly help guests feel supported throughout their journey.
Fast communication demonstrates professionalism and often becomes a key factor in positive reviews.
Guests may not always remember every message, but they remember how responsive and helpful a host was when they needed assistance.
As your portfolio grows, responding quickly to every guest becomes more challenging. Breezeway helps automate guest communication and coordinate property operations, making it easier to deliver consistent, timely service that contributes to better guest experiences.
4. Setting Expectations Prevents Disappointment
Many negative reviews are not caused by poor properties.
They're caused by mismatched expectations.
Successful hosts are transparent about:
House rules
Parking situations
Property layouts
Shared spaces
Amenity limitations
When guests know exactly what to expect, they are more likely to arrive satisfied and leave positive reviews.
Honesty builds trust.
Great hospitality also includes creating a safe and respectful environment. Tools like Minut help hosts monitor noise levels and occupancy without compromising guest privacy, allowing potential issues to be addressed before they impact the guest experience.
5. Small Touches Create Big Impressions
The period before arrival is also an opportunity to create excitement.
Many hosts go beyond basic instructions by sharing:
Local restaurant recommendations
Popular attractions
Transportation tips
Area events
Personalized welcome messages
These small gestures show guests that you care about their overall experience, not just their reservation.
And that's often what separates a good host from a great one.
Behind every great guest experience is a property that's clean, organized, and ready for arrival. Turno helps hosts coordinate turnovers and communicate with cleaning teams, ensuring every guest walks into a home that's prepared for a five-star stay.
Why This Matters for Hosts
Five star reviews don't happen by accident.
They are usually the result of thoughtful communication, clear expectations, and consistent guest experiences.
Hosts who focus on the entire guest journey often benefit from:
Better reviews
Increased guest satisfaction
More repeat bookings
Higher occupancy rates
Greater revenue potential
The guest experience starts the moment a booking is confirmed.
Final Thoughts
Many hosts focus heavily on what happens during a stay, but some of the most important moments happen before check in.
Clear communication, fast responses, accurate expectations, and thoughtful guest interactions can significantly influence how guests perceive their experience before they ever arrive.
As competition continues to grow in the short term rental industry, hosts who prioritize the entire guest journey will have a stronger opportunity to earn five-star reviews and build long term success.
At CoStay Solutions, we believe exceptional guest experiences begin long before guests open the front door. By focusing on communication, hospitality, and thoughtful service, hosts can create stays that lead to stronger reviews, repeat bookings, and lasting guest relationships.
Until next time, happy hosting!
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