How to improve the guest experience (what most hosts get wrong)
- Mar 21
- 3 min read
Most short-term rental hosts focus on one thing: getting bookings. But the best operators focus on something else entirely: delivering a consistent, high-quality guest experience.
Because here’s the reality: if the experience isn’t right, your reviews, repeat bookings, and revenue will suffer.
In a recent Host Planet Podcast episode, Ashley Ching from Inhaven explains why the future of short-term rentals isn’t just about uniqueness – it’s about standardisation in the right areas.
Why guest experience is the biggest growth lever in STR
Ashley believes the short-term rental industry today is in a similar position to hotels 30-40 years ago. Back then:
Guests didn’t know what to expect.
Quality varied wildly.
Trust was inconsistent.
Everything changed when hotels standardised the essentials – especially sleep.
As Ashley explains, this shift allowed hotel brands to scale rapidly, while inconsistent operators struggled to grow. The same shift is now happening in short-term rentals.
Guests still want unique stays. But they don’t want surprises when it comes to:
Sleep.
Cleanliness.
Bathrooms.
Core amenities.
What should you standardise in a short-term rental?
You don’t need to turn your property into a hotel. But you do need to standardise the core experience. Ashley breaks it down into key areas.
1. Sleep (the most important factor)
This is where most hosts get it wrong. You’re not just selling a property. You’re selling sleep.
A poor mattress will damage the entire guest experience – no matter how good everything else is.
Ashley recommends investing in hospitality-grade mattresses, designed to handle:
Different body types.
Frequent use.
Long-term durability.
These mattresses last longer and deliver consistent comfort for every guest. Key takeaway: if your guest doesn’t sleep well, they won’t leave a great review.
2. Bathroom essentials
Guests expect basics to be covered – every time. That means:
Quality towels.
Toiletries.
Consistent cleanliness.
Enough supplies for the stay.
This is about removing friction, not adding luxury.
3. Kitchen setup
Your kitchen doesn’t need to be extravagant. But it must be:
Functional.
Easy to use.
Clearly organised.
Guests should never have to ask: “Where is everything?” or “How does this work?”.
4. Cleaning and turnover standards
Consistency is everything. The best operators use:
Checklists.
Photo verification.
Clear cleaning standards.
Because inconsistency leads to: poor reviews, guest complaints, and operational stress.
Why standardisation drives growth
Standardisation doesn’t remove uniqueness. It builds trust.
As Ashley explains, guests choose brands and properties where they know what they’re getting.
That’s why:
Branded hotels scale.
Consistent operators grow faster.
Unpredictable listings struggle.
The biggest mistake hosts make
Many hosts focus on:
Interior design.
Amenities.
Location.
But overlook the fundamentals.
A beautiful property with poor sleep = bad experience. A stylish listing with confusing basics = frustration. The best hosts flip this: get the fundamentals perfect first. Then layer on design and personality.
Practical tips to improve guest experience today
If you want to improve your short-term rental immediately, start here:
Stay in your own property. Experience it like a guest.
Upgrade your mattress and linen. This is the highest ROI improvement.
Remove guest confusion. Clear instructions for everything.
Standardise your cleaning process. Consistency beats perfection.
Focus on the essentials first. Sleep, cleanliness, usability.
Final thoughts: the future of STR is hybrid
The winning formula isn’t hotel-like or completely unique. It's both.
Guests want unique experiences and predictable quality. The hosts who deliver both will win.
Comments