Cleaning Secrets Every Airbnb Host Must Know

Justin Miller

Jan 21, 2025

Podcast

The Showplace Podcast, hosted by Justin Miller, CEO and co-founder of Showplace, dives deep into the challenges and opportunities in the short-term rental industry. In this episode, Justin is joined by Chad Phillis, founder of Checkmate Rentals, a property management company overseeing over 120 properties nationwide.

Chad shares his journey into the world of property management, starting from two properties to managing a multi-state portfolio, and highlights one of the biggest headaches in short-term rentals: cleaning challenges. From hair in drains to navigating professional guests, this episode unpacks actionable insights for hosts and property managers alike.

The Top Airbnb Cleaning Complaints

When it comes to guest complaints, cleanliness is a recurring theme in short-term rentals. Surprisingly, the most common cleaning complaint? Hair in the bathtub drain which consistently leads to low-star reviews. Why? Guests equate cleanliness with hygiene, and seeing remnants of the previous tenant’s stay disrupts that expectation.

As discussed by Chad Phillis, founder of Checkmate Rentals, cleaning is a cornerstone of the short-term rental business. Beyond aesthetics, it directly impacts guest experiences and reviews. A single slip-up, like unclean sheets or a missed stain, can lead to a negative review that affects future bookings.

Strategies for Success:

Attention to Detail: Ensure drains, especially in bathtubs, are thoroughly cleaned before every check-in.
Hire Professional Teams: Work with established cleaning companies instead of individuals to ensure reliability.
Set Standards: Use detailed cleaning checklists and conduct spot checks.
Invest in Quality Linens: Avoid linen programs and purchase your own to maintain higher control over cleanliness.

Managing Airbnb Cleaning Communication

At scale, managing cleaners and maintaining high standards can become overwhelming. Chad emphasized the importance of streamlined communication and hiring dedicated staff to oversee cleaning operations.

Useful platforms like WhatsApp or specialized property management software can simplify communication. If cleaning concerns consume your time, consider hiring a team member specifically for quality control. Also, regularly review cleaner performance to ensure standards are upheld. These are just a few of the tips mentioned that can take your property to the next level.

Handling “Professional Guests”

A unique challenge in the short-term rental space is dealing with “professional guests”—individuals who deliberately look for reasons to request refunds or discounts.

How to Spot and Handle Them:

Screen Guest Reviews: Look for patterns of nitpicking in previous feedback they’ve left.
Limit Last-Minute Bookings: Same-day bookings often correlate with problematic guests.
Document Everything: Maintain clear records of the property’s condition to handle disputes effectively.

Balancing Guest and Host Satisfaction

As a property manager, one of the most critical yet challenging tasks is balancing guest satisfaction with protecting the interests of the host. A seamless guest experience often hinges on proactive measures, such as ensuring rapid response times to inquiries and maintaining rigorous cleaning standards. When guests feel heard and accommodated, they are more likely to leave positive reviews, which in turn boosts the property’s visibility and desirability. On the other hand, hosts need assurance that their investments are cared for, their properties are kept in excellent condition, and their revenue streams are protected.

To achieve this balance, effective communication is key. Responding to guest inquiries within five minutes can prevent minor concerns from escalating into larger issues. Additionally, maintaining impeccable cleanliness standards is essential; as Justin Miller points out, a perfectly clean property sets the stage for five-star reviews. Strong relationships with hosts are equally important—open and ongoing communication fosters trust and long-term partnerships, ensuring that both guests and property owners have a positive experience. By focusing on these aspects, property managers can create a win-win scenario for everyone involved.

What’s Next?

Cleaning will always be a challenge in the short-term rental industry, but with the right strategies, hosts can turn it into a competitive advantage. By prioritizing attention to detail, streamlining operations, and addressing guest concerns proactively, you can ensure happy guests and satisfied property owners.