The Airbnb Superhost

Neil Harvey
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Welcome to The Airbnb Superhost, your ultimate guide to mastering the art of hosting on Airbnb.  In each episode, lasting about 15 minutes, Neil will reveal the secrets to creating unforgettable guest experiences and maximizing the potential of your property, drawing on over 10 consecutive years as a qualifying Airbnb Superhost and hosting over 2000 guests from over 40 countries. With a focus on 3 specific aspects of running an Airbnb business; the host, the property, and Airbnb itself, Neil provides step-by-step guidance on everything from ambiance creation to effective communication. In each episode, a Superhost Secret will help you elevate your hosting game and keep guests coming back for more. Whether you're a seasoned host or just starting out, Neil’s actionable tips and tricks will help you become a hospitality superstar. Disclaimer: The Airbnb Superhost is in no way affiliated with Airbnb. All ideas, thoughts, concepts and data presented in this podcast are entirely Neil’s own and do not represent the views of Airbnb. 

  1. 4 DAYS AGO

    #116 If you want a star - create the stage

    What does it really mean to welcome someone? In this episode, I explore a lesson I’ve been reminded of while travelling around the UK speaking at property networking events: when we arrive somewhere unfamiliar, we all ask the same silent questions. Am I expected?  Am I welcome?  Do I matter?  What do I do next?  Am I in the way?  Have I made the right decision? And whether you’re a guest arriving at an Airbnb, a speaker walking into a venue, or a nervous delegate entering a room full of strangers, one thing is true: People perform better when they feel expected, safe and valued. So if we want great guests, we need to create the right stage for them to step onto. In this episode I share how my recent experiences as a speaker have reminded me what it feels like to be the person arriving somewhere new — and how that directly relates to the way we welcome Airbnb guests. I also tell the story of a Beethoven piano concerto I performed back in 1996, and how one tiny gesture from my stage-manager friend completely changed my state of mind before I sat at the piano. It was a powerful reminder that small acts of care can create the mental space people need to be at their best. From there, I look at three important parts of the arrival experience: Acknowledgement — why even a quick “I’m glad you’ve made it” can stop someone feeling invisible. Basic needs — why a cup of tea, a snack, or a moment to sit down can act as a reset button after a long journey. Support systems — why the people who arrive with your guest may be part of what helps them feel safe. I also revisit what I call The Tea Trap — my simple technique for slowing guests down, helping them settle, and creating a moment of connection when they first arrive. Superhost Secret This week’s Superhost Secret is: In the first five minutes, give every arriving guest the 3-Ps of arrival: Person, Place and Prompt. That means: Person: Be the person who welcomes them. Place: Show them where they belong. Prompt: Give them the next step. For example: “Hi, I’m Neil — I’m glad you’ve made it here safely.”  “Let me show you your room and where to put your bags.”  “Settle in, and come down in ten minutes for a cup of tea.” That simple routine answers most of the questions a guest may never say out loud: Am I expected? Am I welcome? Am I in the way? What do I do next? Have I made the right decision? Because the first few minutes of a stay can set the tone for the whole experience. Key takeaway A great welcome is not just about opening the door. It is about helping someone emotionally arrive. If you want your guests to be calm, thoughtful, relaxed and respectful, don’t expect them to become that by accident. Create the conditions for it. If you want a star, create the stage. This week’s limerick If guests seem unsure when they stop,  Don’t leave them to mentally flop.  Give Person and Place,  Then a Prompt, just in case,  And your welcome will rise to the top. Want to learn more about hosting? If you’re thinking about earning money from your own home through Airbnb, I regularly run a webinar where I share what I’ve learned from over a decade of live-in hosting. You’ll find the registration link below. You can also follow me on Instagram: @SuperhostNeil Till next time — may your rooms be booked, your reviews be 5-star, and your mastery of the 3-Ps create the star guests we all want.    Register for my next FREE webinar on how to monetize your own home, here - https://us06web.zoom.us/meeting/register/H7fVL879Sn-AO6pr1ib8mQ  If you’re enjoying the show, hit follow and leave a review — it helps more people find it!

    16 min

  2. 12 MAY

    #115 When guests make a suggestion

    Episode 115 – When a Guest Makes a Suggestion What if the things holding your Airbnb back are the very things you’ve stopped noticing? In this episode, I explore one of the most important lessons hosting has taught me over the last decade: fresh eyes see what familiarity hides. From a nearly dangerous oven door… to a toilet roll in the wrong place for ten years… to a rain-soaked BBQ experience that unexpectedly led to a complete kitchenette upgrade, this episode is all about how guest feedback — when listened to properly — can quietly transform your hosting business. But this isn’t really an episode about complaints. It’s about: blind spots, unfinished compromises becoming normal, the danger of making excuses, creating environments where people feel safe to contribute ideas and why the best hosts never stop improving I also share: why I charge for the use of my Weber BBQ, how one guest’s frying-pan comment escalated into a six-hour refurbishment project, a simple shampoo dispenser idea that genuinely improved the guest experience and the hidden magnetic key-storage system suggested by one of my helpers that now saves endless wasted time   Superhost Secret “Listen to comments as sincere feedback: not as criticism — then take action as you see fit.” In this episode:   Why hosts become blind to their own systems The difference between criticism and constructive observation The psychology of psychologically safe environments How small improvements create big guest impressions Why good teams improve when everyone is allowed to contribute   Mentioned in this episode Weber BBQs The song The Gas Man Cometh by Flanders and Swann Airbnb private review feedback Hosting systems and operational blind spots   Webinar Invitation I’m now hosting regular webinars for anyone interested in becoming an Airbnb host or improving their current setup. If you’d like to hear more about how I turned my own home into a profitable income stream through hosting, there’s a Zoom registration link below in the show notes. Follow Neil Instagram: @SuperhostNeil And remember: Fresh eyes don’t weaken your systems… they strengthen them.     Register for my next FREE webinar on how to monetize your own home, here - https://us06web.zoom.us/meeting/register/H7fVL879Sn-AO6pr1ib8mQ  If you’re enjoying the show, hit follow and leave a review — it helps more people find it!

    15 min

  3. 5 MAY

    #114. Managing a bad month

    What happens when bookings suddenly drop—after years of consistency? I share how I navigated my worst month in five years—and how I made sure it didn’t turn into a financial problem. If you’ve ever worry about a dip in bookings, this episode will help you stay calm, in control, and on track. April 2026 was inexplicably quiet. Economic uncertainty, platform changes, seasonal shifts, or even local redundancies… it could have been any of these. The key takeaway: A bad month can feel like failure—but it’s usually just variance.  The #1 Important Tool: Cashflow Forecasting Stay in control of your business - as you know what money is coming in, what’s going out, and when—day by day.  With a simple spreadsheet (or even pen and paper), you can: Track all incoming bookings  Map out all known expenses  See your future bank balance every single day  Spot problems before they happen  Think of it like navigating a boat: You are here & rocks are there  Your job is simply to steer  My Cashflow System setup is simple: Date, Money in, Money out, Running total  Key habits: Daily Update, Reconcile it with your bank account, Add bookings when they’re made. Remove them if guests cancel - This gives you total visibility—and removes financial stress. Stop Judging Performance Month-by-Month Instead of reacting emotionally to one bad month: Look at a rolling 3–6 month average. This smooths out the highs and lows and gives you a true picture of performance. Build a Financial Buffer; Having a small, instant-access savings buffer (£500–£1,000) can make a huge difference. Not for interest—but for peace of mind. It stops a bad week becoming a crisis.  Multiple Income Streams Matter. Airbnb (general public), Regular returning guests, Corporate bookings. When one dips, another can carry you. Speed = Bookings. One of the simplest ways to increase bookings: Respond immediately Guests often book the 1st suitable option—don’t lose out by being slow. Always Be Ready: Last-minute bookings happen. If your room isn’t ready, you miss the opportunity. Aim to have every room ready by early afternoon, every day. Understand Your Demand Pattern - It’s not always weekends that matter. For me, Tuesdays and Wednesdays are the busiest Once you know your peak days, you can optimise for them. Maximising Demand (Creative Strategies) To increase capacity during peak days: Install a fold-down bed for trusted regulars  Partner with a neighbour for overflow bookings. Even when I don’t earn from those bookings, I protect the relationship—and the guest comes back When bookings dropped, focus only on what you can control: Respond instantly; Keep rooms ready; Maximise peak days  And importantly… don’t panic and slash prices. Superhost Secret; Create a clear system to forecast your cashflow so you always stay in control of your finances. Limerick of the Week A host mapped his cash well ahead,  So he saw where his balance turned red,  He used his skill,  To shift a large bill,  And kept his small business well-fed. Want to Learn More? Join one of my live webinars to learn how to start and grow your own Airbnb income: click on the link in the show notes below. Follow me for tips and behind-the-scenes hosting life: Instagram @SuperhostNeil Final Thought With the right systems in place, a bad month isn’t a disaster—it’s just part of the journey.   Register for my next FREE webinar on how to monetize your own home, here - https://us06web.zoom.us/meeting/register/H7fVL879Sn-AO6pr1ib8mQ  If you’re enjoying the show, hit follow and leave a review — it helps more people find it!

    16 min

  4. 28 APR

    #113 How I ran my Airbnb business whilst on 10 days holiday

    In this episode, I share exactly how I managed my Airbnb business while being away for 10 days with limited internet access— yet everything continued to run smoothly. Worried that your hosting business would stop the moment you step away? This episode will explain how to build systems that keep things running - even when you’re off-grid. What You’ll Learn How to step away from your Airbnb without shutting it down The difference between running a business & having a job How to remove yourself as the bottleneck in your operation Why systems, people, and backups are essential The Setup That Made It Work While at a family wedding in Africa with patchy internet, I relied on a simple but effective structure: Live-In Helper A trusted student living in the property in exchange for helping with: Guest arrivals and departures, Cleaning & room preparation, General oversight of the house Checklists (The Backbone) Daily task lists Room-by-room setup instructions Day-specific tasks Inspired by The Checklist Manifesto by Atul Gawande—because it’s not laziness that causes problems, it’s lack of clarity. Managing Bookings Remotely  A shared Google Sheet shares bookings with everyone involved in running the house - updated when changes occur (Airbnb & direct bookings) Co-Host Support A trusted former helper assigned as a co-host Handles: Guest messaging, Booking updates, Keeping the system aligned when I’m offline Planning for What Could Go Wrong Using the concept of “TCUP Scenarios” (Thinking Correctly Under Pressure), Preparation before leaving: Power Cuts Fuse board clearly identified - QR code linking to a video showing how to reset it Water & Gas Emergencies Live-in helper shown where to turn off: Mains water (stopcock), Gas supply Emergencies Clear guidance on contacting emergency services. Real-life scenario planning (e.g. kitchen accident) The Power of Relationships Strong relationships with neighbours provide real-world backup Example: Past break-in attempt handled by neighbour while I was away Recent incident where neighbour supported a medical decision Lesson: Systems are vital—but people are your safety net. Developing People Through Hosting It isn’t just about running a property—it’s about building capability in others. Training live-in helpers creates: Responsibility, Confidence, Transferable life skills One former helper now runs a property independently in Berlin Superhost Secret If you want freedom in your Airbnb business: You need systems,  people & backup plans. When those 3 elements work together, your business can run when you’re not there. Resources & Links The Checklist Manifesto – Atul Gawande Join my hosting webinar (link in show notes) Follow me on Instagram: @SuperhostNeil Limerick of the Week If hosting is running your life,  And chaos is becoming too rife,  Use systems that scale,  And people who’ll nail  Your checklists to rid you of strife! Enjoyed the Episode? Share it with someone thinking about hosting Leave a review and follow for more Superhost Secrets Till next time — may your rooms be booked, your reviews 5-star, and your systems give you the freedom you want.   Register for my next FREE webinar on how to monetize your own home, here - https://us06web.zoom.us/meeting/register/H7fVL879Sn-AO6pr1ib8mQ  If you’re enjoying the show, hit follow and leave a review — it helps more people find it!

    15 min

  5. 21 APR

    #112 What Guests Leave Behind

    Running an Airbnb might sound like it’s all about fresh sheets and five-star reviews… but sometimes, it feels more like managing a lost property office. In this episode, I take you behind the scenes of what guests really leave behind—from the obvious forgotten items like chargers and clothing… to the less visible (but far more meaningful) things that come with hosting. Because what guests leave behind isn’t just “stuff.” It’s stories. It’s energy. And sometimes, it’s a reflection of the experience you’ve created.  What You’ll Hear in This Episode: The “Obvious” Things. Lost property: chargers, clothes, toiletries, and even the occasional surprising item. How I handle returning items (and when I don’t!)  The strange psychology of what guests choose to follow up on… and what they don’t .  The Leftovers; Half-finished food and drink—and why I have a strict policy on what stays and what goes ; A story that proves why throwing things away is sometimes the safest option  The Reality of Rubbish; The truth about waste sorting (and why guests get it wrong more often than you’d think); What you learn from rubbish bags—without it being voyeuristic; Why this is less about curiosity… and more about running a responsible business.  Wear & Tear: The Cost of Hosting. Scratches, marks, and everyday damage  The mindset shift: frustration vs gratitude. Why “perfect” and “profitable” rarely go hand in hand. The Unexpected Gifts; Some guests don’t just take memories—they leave something behind on purpose: Handmade and meaningful gifts from around the world; Practical contributions (from tech setups to home improvements!); A home filled with reminders of the people who’ve passed through it  The Invisible Things Guests Leave Behind. This is where it gets deeper… Memories of shared meals, conversations, and experiences; The atmosphere guests create—and leave behind; How hosting becomes more than just a transaction  As I reflect on over a decade of hosting and thousands of guest nights, it’s clear: You’re not just hosting people—you’re hosting moments. Superhost Secret “Treat everything a guest leaves behind as communication—not inconvenience.” Every forgotten item, every bit of damage, every note or gift tells you something: Forgotten belongings → they felt at home; Hidden damage → they felt uncomfortable or unsure; Honest communication → they felt safe; Gifts and messages → they felt genuinely cared for. When you see these moments as feedback, you can: Create a more open, trusting environment; Encourage better communication; Build stronger guest relationships; Ultimately earn better reviews and repeat bookings  Key Takeaway: If you create a space where guests feel safe and welcome… They won’t just leave behind belongings, They’ll leave behind trust, gratitude, and a piece of themselves. Want to Start Your Own Hosting Journey? If you’re thinking about turning your home into an income stream, check out the link in the show notes to register for my upcoming webinar. I’ll walk you through exactly how to get started. Connect with Me; Follow for more tips, stories, and behind-the-scenes moments: Final Thought: For every forgotten charger… There’s a guest who felt at home enough to forget it. And that’s when you know you’re doing something right.   Register for my next FREE webinar on how to monetize your own home, here - https://us06web.zoom.us/meeting/register/H7fVL879Sn-AO6pr1ib8mQ  If you’re enjoying the show, hit follow and leave a review — it helps more people find it!

    15 min

  6. 14 APR

    #111. It's not what you've got - it's how you use it

    Episode Summary What if the biggest excuse holding you back from hosting… simply isn’t true? In this episode, Neil shares a powerful real-world experience from a remote tented safari lodge in Samburu Game Reserve, where there’s no mains electricity, no traditional infrastructure—and wild animals roam freely. Despite these challenges, the team delivered one of the most memorable and seamless guest experiences imaginable. From baboon break-ins to solar-powered systems, this episode uncovers a simple but game-changing truth: You don’t need perfect conditions to be a great host—you need the right mindset.  What You’ll Learn ·         Why great hosting is about preparation, not perfection ·         How to anticipate guest problems before they happen ·         The power of clear systems and communication ·         Why experience beats equipment every time ·         How constraints can actually improve your hosting standards   Key Takeaways ·         Guests don’t remember perfection—they remember how you handled things ·         Every problem has a workaround if you think ahead ·         Simplicity + intention = unforgettable experiences ·         Your environment doesn’t limit you—your thinking does   Superhost Secret “Create a ‘What If?’ system for one thing that could go wrong.” Design a simple, visible solution for a problem before it happens. E.G. ·         Guest fridge fails → Provide backup instructions ·         Guest feels cold → Extra blanket, clearly visible ·         Late arrival → Good lighting and simple entry system ·         Power issue → Easy-to-follow reset instructions The key: don’t just have the solution—make sure your guest knows it exists.   Memorable Moments ·         Baboons turning plunge pools into their personal spa ·         Guests being escorted at night to avoid lions, elephants, and hippos ·         A surprise birthday celebration delivered with song and joy ·         A sunset “sundowner” experience that cost little—but meant everything ·         A fully off-grid lodge powered by solar with Starlink internet connection   Quote of the Episode “You don’t need a better property to become a better host…  You just need a better plan for when things don’t go to plan.”   Who This Episode Is For Anyone thinking: “I haven’t got the right setup to start hosting” New or aspiring Airbnb hosts Existing hosts looking to improve guest experience Anyone who wants to earn more from their home Resources & Links Register interest in Neil’s upcoming hosting webinar (link in description) Follow Neil on Instagram: @SuperhostNeil Enjoyed This Episode? If so, please: Subscribe to the podcast Leave a 5-star review Share it with someone who’s thinking about hosting Final Thought If a tent in the the Kenyan bush can deliver a 5-star experience… You probably can too.   Register for my next FREE webinar on how to monetize your own home, here - https://us06web.zoom.us/meeting/register/H7fVL879Sn-AO6pr1ib8mQ  If you’re enjoying the show, hit follow and leave a review — it helps more people find it!

    14 min

  7. 7 APR

    #110: When Airbnb Success Turns Sour (and What You Can Learn)

    To join Neil on one of his free in-person webinars, paste this link into your browser: https://bit.ly/SuperhostNeilWebinar In this special episode, recorded during a family wedding in Kenya, Neil sits down with Sarah — an experienced Airbnb host from Australia — to unpack her journey from early success to stepping away from hosting altogether. What starts as a story of booming bookings during COVID quickly turns into a cautionary tale about guest expectations changing, operational challenges, and the realities of being an absent host. What You’ll Hear in This Episode ·         How Sarah turned a struggling rental in Crescent Head into a high-performing Airbnb ·         Why COVID created a 'gold rush' ·         Scaling from 1 property to multiple listings (and what that really involves) ·         The surprising power of location — even when “there’s nothing there” ·         Why her rural property in Canberra thrived as a stopover to the snowfields ·         The operational realities of managing remote properties (cleaners, logistics, and time) When It All Changed Sarah shares the turning point that led her to quit Airbnb after several successful years: ·         A shift in guest expectations toward “hotel-level perfection” ·         The rise of guests gaming the system for refunds ·         The emotional and financial impact of unfair 1-star reviews ·         How one bad review can outweigh multiple positive stays  Key Lessons & Reflections This episode is packed with valuable insights for both new and experienced hosts: ·         Not all guests are created equal — attracting the right guests matters more than attracting more guests ·         Set clear expectations upfront — especially for older or rural properties ·         Operations can make or break your business (especially cleaning and guest management) ·         Absent hosting comes with hidden risks that many underestimate The Big Debate: Absent Host vs Live-In Host Neil and Sarah explore a powerful question: “Would things have been different if Sarah had been a live-in host?” They discuss: ·         The benefits of personal connection with guests ·         How being present can reduce complaints and improve reviews ·         Why shared spaces can create a more positive guest culture ·         Real-life examples of hosts thriving with a “boarding house” style model Neil’s Superhost Secret “The more personal you can make your relationship with your guests, the less hassle you’ll get.” Building genuine human connection isn’t just nice — it’s a strategy. Want to Start Your Own Airbnb Journey? Turn your home into an income stream? Register here: https://bit.ly/SuperhostNeilWebinar Connect with Neil For more tips, stories, and behind-the-scenes insights:  Instagram: @SuperhostNeil Webinar: https://bit.ly/SuperhostNeilWebinar Final Thought Airbnb isn’t just about property — it’s about people. Get that right, and everything else becomes a whole lot easier.   Register for my next FREE webinar on how to monetize your own home, here - https://us06web.zoom.us/meeting/register/H7fVL879Sn-AO6pr1ib8mQ  If you’re enjoying the show, hit follow and leave a review — it helps more people find it!

    19 min

  8. 31 MAR

    #109. There's something strange about Mary!

    Register for my next FREE webinar on how to monetize your own home, here - https://bit.ly/SuperhostNeilWebinar What do you do when a guest doesn’t just challenge your setup… but challenges every solution you offer? In this episode, Neil shares a brilliantly entertaining (and slightly exhausting!) real-life hosting story involving a trainee guest whose needs kept evolving—bed, room, smell, temperature… nothing quite worked. But beneath the humour lies a powerful lesson. Because this episode isn’t really about quirky guests… it’s about you as a host. The Superhost Secret “Hosting isn’t about the room you’ve prepared… it’s about the problem you didn’t expect.” Neil breaks down how top hosts handle the unexpected using his simple and effective framework: The 3 Ps: Problem – What’s the real issue behind the complaint?  Pivot – Let go of your original plan and think creatively  Provide – Deliver a solution quickly (even if it’s not perfect)  Because in the end… Guests don’t remember the issue… they remember how you made them feel when something went wrong. What You’ll Learn in This Episode Why hotels fail to create connection—and how hosting fills that gap  How a home environment can reveal a guest’s true character  The difference between defending your space vs solving a problem  Real examples of thinking on your feet as a host  Why adaptability—not perfection—is what earns 5⭐ reviews  Expect: A memorable “Mary” moment (or several…)  Creative problem-solving under pressure  A masterclass in patience, empathy, and professionalism  A classic Superhost Neil limerick   Key Takeaway Anyone can prepare a room…  Superhosts prepare for the unexpected. Want to Start Your Own Hosting Journey? If you’re thinking about earning income from your home, Neil is running a free webinar sharing exactly how to get started: Check the link below to register your interest Connect with Neil Follow for more tips, stories, and behind-the-scenes hosting life:  Instagram: @SuperhostNeil Enjoying the Podcast? If this episode helped you, inspired you, or made you smile—please consider leaving a review. It really helps others discover the show! This Episode’s Limerick A guest said, “This bed’s not my size!” Now most hosts would argue their side But a Superhost sees It’s solved with three Ps: A Problem? Pivot and Provide. 🎧 Listen Now     Register for my next FREE webinar on how to monetize your own home, here - https://us06web.zoom.us/meeting/register/H7fVL879Sn-AO6pr1ib8mQ  If you’re enjoying the show, hit follow and leave a review — it helps more people find it!

    16 min
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About

Welcome to The Airbnb Superhost, your ultimate guide to mastering the art of hosting on Airbnb.  In each episode, lasting about 15 minutes, Neil will reveal the secrets to creating unforgettable guest experiences and maximizing the potential of your property, drawing on over 10 consecutive years as a qualifying Airbnb Superhost and hosting over 2000 guests from over 40 countries. With a focus on 3 specific aspects of running an Airbnb business; the host, the property, and Airbnb itself, Neil provides step-by-step guidance on everything from ambiance creation to effective communication. In each episode, a Superhost Secret will help you elevate your hosting game and keep guests coming back for more. Whether you're a seasoned host or just starting out, Neil’s actionable tips and tricks will help you become a hospitality superstar. Disclaimer: The Airbnb Superhost is in no way affiliated with Airbnb. All ideas, thoughts, concepts and data presented in this podcast are entirely Neil’s own and do not represent the views of Airbnb. 

Information

  • Creator
    Neil Harvey
  • Years Active
    2024 - 2026
  • Episodes
    116
  • Rating
    Clean
  • Copyright
    © 2026 The Airbnb Superhost
  • Show Website
    The Airbnb Superhost

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