The Airbnb Superhost

Neil Harvey
  • 5.0 (6)
  • Places & Travel
  • Updated Weekly

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. 1d ago

    #130. Never forget the 'mint sauce'!

    Episode 130 – Never Forget the ‘Mint Sauce’ What does a dollop of mint sauce have to do with being a great Airbnb host? Quite a lot, as it turns out. This week, a new guest paid me a wonderful compliment. Having stayed in countless Airbnbs around the country, he told me there was something about staying in my home that just felt... different. So different, in fact, that he immediately booked another three consecutive weeks. But what was that something? In this episode, I go back to my experiences dining at the five-star Luton Hoo hotel, where I learned an important lesson about the ‘theatre’ of hospitality — and why the smallest details can completely change the way an experience feels. I look at the Airbnb equivalent of those little dollops of ‘mint sauce’: clear pre-arrival communication, welcome videos, thoughtful room layouts, a reading light where you actually need one, somewhere convenient to charge your phone, simple house rules — and the human touches such as carrying a guest's bags, offering them a cup of tea or meeting them at their car with an umbrella when it's raining. None of these things on their own will make a great stay. And no amount of ‘mint sauce’ can rescue a bad meal. The fundamentals still have to be right: cleanliness, comfort, safety and a good night's sleep. But once you've got those fundamentals right, it's often the hundred tiny details surrounding them that turn accommodation into hospitality. Because your guests may never consciously notice everything you've done. They'll simply notice how staying with you feels. This week's Superhost Secret “Great hospitality isn't one big gesture. It's a hundred little ones.” And, naturally, there's a limerick: It’s not grandiose gestures that win, But the details you quietly slip in. For a memorable stay, It’s the small things that say: “We’re delighted to welcome you in.” If you're interested in learning how you could generate an income from your own home by becoming an Airbnb host, join me for one of my free live webinars. You'll find the registration link below. And follow me on Instagram @SuperhostNeil for more hosting tips, tricks and a bit of laughter.   Register for my next FREE webinar on how to monetize your own home, here - https://us06web.zoom.us/meeting/register/61WTjBMhTF2MPCh_WrcMbA  If you’re enjoying the show, hit follow and leave a review — it helps more people find it!

  2. Aug 27

    #129. When Archie refused to pay

    Episode 129 – When Archie Refused to Pay After ten years of hosting, thousands of guests and pretty much every situation you can imagine, there was still one thing I'd never done: escalated a payment dispute to Airbnb. Until Archie. And it was over just £35. Archie booked my Dome for a romantic night away with his fiancée and asked to use the hot tub — an optional £35 extra clearly stated in the listing. Wanting to add a little Unreasonable Hospitality, I offered him an “I Love You” banner free of charge and even threw in a heart-shaped helium balloon. Unfortunately, one seemingly harmless word in my message — “it” — created an ambiguity I hadn't anticipated. Archie subsequently claimed he thought the hot tub was complimentary too. When payment didn't arrive, I asked again. And again. I even raised a £35 payment request through Airbnb to make settling the bill as easy as possible. Nothing. No payment or response or denial that he'd used the hot tub. No suggestion that anything had been wrong with it. So I had a decision to make: Would I really pursue a guest over £35? For the first time in ten years, I decided I would. In this episode, I take you through exactly what happened when I escalated the dispute to Airbnb, the evidence I provided, how quickly Airbnb reached its decision — and whether I got my £35. More importantly, I look at what I could have done better. Because this experience highlighted some valuable lessons for any host: Why important booking conversations should remain on the Airbnb message threadWhy you should confirm additional charges explicitlyHow innocent words such as “it” and “they” can create ambiguityWhy following your established procedures matters even when everything seems friendlyThe importance of checking during a stay that guests are happy with what you've providedWhat happens when Airbnb becomes involved in a payment disputeWhy an evidence trail can become invaluable if somebody later challenges what happenedLooking back through the message thread made me realise that I'd made life unnecessarily difficult for myself simply by becoming too casual with procedures and language. This week's Superhost Secret Casualness creates casualties. Being professional doesn't mean you can't be friendly, generous or spontaneous. But don't let being friendly make you casual. Follow your procedures. Be precise with your language. Keep important communication where it can be referred back to. And if a dispute ever arises, you shouldn't have to explain what happened. The message thread should do it for you. 🎧 Listen now to discover what happened when Archie refused to pay — and what my first Airbnb dispute in ten years taught me about my own hosting... and did I get my money or not?? Follow me on Instagram @SuperhostNeil for more hosting tips, tricks and a bit of laughter. And if you'd like to learn how to earn an income by hosting from your own home, you'll find the link below to register for my free live webinar. Till next time — may your rooms be booked, your reviews 5-star… and all your guests pay for their extras on time!   Register for my next FREE webinar on how to monetize your own home, here - https://us06web.zoom.us/meeting/register/61WTjBMhTF2MPCh_WrcMbA  If you’re enjoying the show, hit follow and leave a review — it helps more people find it!

  3. Aug 18

    Episode 128. Every House Rule has a story.

    Episode 128: Every House Rule Has a Story House Rules can easily become a long list of DON'Ts. Don't smoke. Don't make noise. Don't bring visitors back. Don't eat in your room. But what are House Rules actually for? This week, I've been writing a set of Extended House Rules for a potential long-stay guest — and realised that almost every rule I've included is there because something has happened in the past that made me think, “Right... I need a rule about that!” From soy sauce spilt over a bedroom carpet and broken mugs hidden in the bin, to unexpected visitors, powerful cooking smells and guests spending rather too long in the shower, experience has shaped the way I run my home. But I've also realised that my House Rules essentially serve just two purposes: To protect the property — and to protect the experience of the people staying in it. In this episode, I explore: Why House Rules should have a reason behind themThe importance of remembering that a live-in Airbnb is someone's homeWhy my kitchen has just one overriding rule: “Leave no evidence”Food, cooking, smoking, pets and breakagesWhy I'd rather hear immediately that something has been broken than discover it hidden laterVisitors, overnight guests and why I want to know who's in my homeProtecting guests from unnecessary noiseHow my 10-Minute Shower Challenge solved a shared-bathroom problem without really being a rule at allWhy the rules appropriate for my home may be completely inappropriate for yoursThe answer isn't to copy somebody else's House Rules. It's to think about what could affect your property, your guests and the experience you're trying to create — and make your expectations clear before a problem arises. This week's Superhost Secret Good House Rules aren't about controlling behaviour. They're about protecting what matters. Because good hosting isn't about creating more rules. It's about understanding why you need them.   Register for my next FREE webinar on how to monetize your own home, here - https://us06web.zoom.us/meeting/register/61WTjBMhTF2MPCh_WrcMbA  If you’re enjoying the show, hit follow and leave a review — it helps more people find it!

  4. Aug 11

    #127. My worst guest ever - and what lessons he taught me.

    After more than 2,500 guests, 18,500 guest nights and over ten years of hosting, I finally encountered a guest I genuinely didn't like. If you're thinking this episode is going to put you off becoming an Airbnb host... think again. In fact, quite the opposite. This story reinforced just how rare serious incidents really are, how supportive Airbnb and the police can be when something does go wrong, and perhaps most importantly, how our own reactions can either calm a situation or make it worse. In this episode I share, in full, the only hosting experience that has ever genuinely made me feel uncomfortable—and the valuable lessons it taught me about leadership, people skills and keeping everyone safe. In this episode you'll discover: Why this incident was so unusual after more than a decade of hosting.The simple precaution I already had in place that proved invaluable.Why my live-in helper did exactly the right thing.How quickly the local police responded and why their calm professionalism impressed me.The advice Airbnb gave when the guest disappeared after check-out.The mistake I made when confronting the guest—and what I'd do differently today.Why I've now removed same-day bookings from all my listings.The practical step I took to ensure this guest can never book with me again.Why one unpleasant guest should never put you off hosting.My Superhost Secret "In difficult situations, your priority isn't to win the argument. It's to guide everyone safely to the best possible outcome." Sometimes the greatest act of leadership isn't proving you're right—it's keeping everyone safe. Mentioned in this episode Airbnb Superhost SupportThe importance of smart locks and sensible safety systemsManaging same-day bookingsWriting honest, professional guest reviewsBlocking unsuitable guests from future bookingsHere's how to block a guest If you ever find yourself in a similar situation, open your conversation with the guest on Airbnb, click the three dots beside one of their messages, select Report this message, choose a reason, and then you'll be given the option to Block this person. Here's how to do it, from a message thread with the guest: Go to Messages on airbnb.com and open your conversation with that guest.Find the message you want to report and click the three dots next to it (or click Report near their profile picture, depending on your view).Click Report this message, choose your reason, and hit Ok.You'll then be given the option to Block this person — select it and confirm Block.Once blocked, they won't be able to send you messages, book your listing, or accept a reservation request from you. This also means they'll no longer be able to see your profile or listings when browsing. Thinking about becoming a host? If you've ever wondered whether Airbnb hosting could work for you—but have concerns about having strangers in your home—I'd love to invite you to one of my free live webinars. I'll show you the practical systems, people skills and mindset that have helped me welcome thousands of guests safely, earn a consistent income from my own home and achieve Superhost status year after year. Register using the Zoom link below. 📸 Instagram: @SuperhostNeil ⭐ If you've enjoyed this episode, please leave a review and share it with someone who has a spare room, an annexe or an empty property. You never know—it might just change the way they think about their home.   Register for my next FREE webinar on how to monetize your own home, here - https://us06web.zoom.us/meeting/register/61WTjBMhTF2MPCh_WrcMbA  If you’re enjoying the show, hit follow and leave a review — it helps more people find it!

  5. Jul 28

    #126. Six words you must never say

    Episode 126: Six Words You Must Never Say Have you ever wanted to help someone who was clearly in crisis… but had no idea what to say? In this deeply personal episode, Neil shares the remarkable story of Simon – a guest battling alcoholism, homelessness and suicidal thoughts – and the six words he was taught to never say to someone in emotional distress. What began as a hosting decision became one of the most powerful lessons in empathy, communication and human connection Neil has ever experienced. This episode isn't really about Airbnb. It's about people. In this episode you'll discover: Why the phrase "I know exactly how you feel" can instantly destroy rapport.The alternative response that builds trust instead of creating distance.What a hostage negotiator taught Neil about communicating with people in crisis.How one vulnerable guest unexpectedly validated that lesson a year later.The difficult balance between showing compassion and maintaining healthy boundaries.Why understanding addiction means recognising there are often "two voices" in the conversation.How small acts of kindness can restore dignity without enabling destructive behaviour.Why great hosting is ultimately about people skills, not property skills.My Superhost Secret Improve your people skills wherever and however you can. No matter what you do in life, your ability to understand, communicate with and empathise with other people will always be one of your greatest assets. Resources mentioned Never Split the Difference by Chris VossHow to Win Friends and Influence People by Dale CarnegieThe Five Love Languages by Gary ChapmanFree Airbnb Webinar Thinking about becoming an Airbnb host or wondering whether your home could generate an additional income? Join one of my free live webinars where I'll show you how I turned spare rooms in my own home into a successful hosting business, welcoming over 2,000 guests over the past decade. Register your interest using the Zoom link below: https://us06web.zoom.us/meeting/register/61WTjBMhTF2MPCh_WrcMbA Connect with Neil Follow @SuperhostNeil on Instagram and social media for practical hosting tips, behind-the-scenes stories and a healthy dose of humour. If you enjoyed this episode, please leave a review and share it with someone who has a spare room, an annexe or an empty property. It could be the conversation that changes the way they think about their home    Register for my next FREE webinar on how to monetize your own home, here - https://us06web.zoom.us/meeting/register/61WTjBMhTF2MPCh_WrcMbA  If you’re enjoying the show, hit follow and leave a review — it helps more people find it!

  6. Jul 21

    #125. Getting your guests through the correct door

    Every host has received that phone call. "Hi... I can't find your house." Or perhaps even worse... "I'm outside... but I can't get in." In this episode, Neil shares the journey he's been on over the last ten years to eliminate those frustrating calls by continually refining his arrival instructions. From understanding why postcodes and sat navs aren't always enough, to discovering the power (and limitations) of What3Words, creating a simple arrival video, using Airbnb's Quick Replies and Bitly links, and finally solving an unexpected smart-lock problem with nothing more than a small label, this episode is packed with practical ideas you can implement immediately. Along the way, Neil explains why the best instructions aren't necessarily the longest or most detailed—they're the easiest to follow. Whether you're welcoming Airbnb guests, training staff, writing a welcome book or creating checklists, the principles in this episode will help you communicate more clearly and reduce unnecessary questions.   In this episode you'll learn: Why a postcode doesn't always lead guests to your front door.  How What3Words can pinpoint the exact entrance to your property.  Why a short arrival video is often more effective than written directions.  How to use Airbnb Quick Replies to automate arrival instructions.  Why Bitly links encourage more guests to watch your videos.  Four simple principles for writing instructions people actually follow.  How a tiny label on a smart lock dramatically improved guest success.  Why visual cues are often more powerful than additional words.  How to test your instructions before your guests do.    My Superhost Secret Great instructions aren't measured by what you meant. They're measured by what other people understand. Before publishing any instructions—whether they're arrival guides, house rules, cleaning checklists or welcome books—ask someone unfamiliar with them to follow them. If they become confused, refine the instructions, not the person.   Mentioned in this episode What3Words  Airbnb Quick Replies  Bitly  Smart locks  Arrival videos  Guest communication    If you've ever answered a phone call from a lost guest, this episode could save you countless interruptions in the future—and help your guests enjoy a smoother, more relaxed arrival.   Register for my next FREE webinar on how to monetize your own home, here - https://us06web.zoom.us/meeting/register/61WTjBMhTF2MPCh_WrcMbA  If you’re enjoying the show, hit follow and leave a review — it helps more people find it!

  7. Jul 13

    #124. When Iron Maiden came to town

    What does an Iron Maiden concert have to do with being a better Airbnb host? Quite a lot, as it turns out. When more than 50,000 music fans descended on nearby Knebworth, the ripple effect stretched far beyond the concert itself. My house was completely full, not just with concert-goers, but with wedding guests, birthday party revellers, football fans and  people whose original accommodation had been cancelled at the last minute. In this episode, I share the lessons I learnt from managing my busiest Saturday in months—and why the real challenge wasn't getting the bookings, but making everything run seamlessly once they arrived. You'll discover why responding quickly can be the difference between earning money and losing a booking, how one simple word in your listing title won me a reservation, and why guests never see the frantic work happening behind the scenes... only the finished experience. In this episode we cover: Why major local events create opportunities far beyond the event itself. The hidden ripple effect of concerts, festivals and large gatherings. How a delayed response once cost me a booking—and why I wasn't going to let it happen again. The difference between Instant Book and Request to Book, and how I manage both. A simple response that keeps potential guests engaged when you can't answer immediately. Why your listing title should speak your guest's language—not yours. Managing six guest cars on one driveway without anyone getting blocked in. Preparing rooms for guests during a summer heatwave. Why asking guests about their departure time before they arrive makes checkout effortless. The importance of systems that guests never even notice. This week's Superhost Secret "Guests don't experience your workload – they experience your preparation." The best hosts don't appear busy—they appear organised. Great hospitality isn't about working harder in front of your guests; it's about doing the preparation beforehand so their stay feels effortless. Free Live Airbnb Webinar Thinking about becoming an Airbnb host, or looking to improve the way you already host? I'd love to invite you to one of my free live webinars where I'll share the systems, strategies and lessons I've learnt from more than ten years of hosting over 2,000 guests. Register your interest below. Let's Connect Follow me for more hosting tips, behind-the-scenes stories and a bit of laughter: 📸 Instagram: @SuperhostNeil If you enjoyed this episode, I'd really appreciate it if you could leave a ⭐⭐⭐⭐⭐ review and share the podcast with someone who has a spare room, an annexe or an empty property that could become an additional source of income. Until next time… may your rooms be booked, your reviews be five-star, and your preparation quietly do all the hard work.   Register for my next FREE webinar on how to monetize your own home, here - https://us06web.zoom.us/meeting/register/61WTjBMhTF2MPCh_WrcMbA  If you’re enjoying the show, hit follow and leave a review — it helps more people find it!

  8. Jul 7

    #123. The most dangerous word in communication

    How many times have you asked a guest, "Do you understand?"... only to discover later that they didn't? In this third and final conversation with helicopter paramedic Vito, we explore why people often find it much easier to say "yes" than "no"—and how changing just a few words can dramatically improve the quality of the answers you receive. From lifting critically injured patients into helicopters to helping Airbnb guests feel comfortable enough to ask questions, the principles are surprisingly universal. Great communication isn't about talking more—it's about making it easier for people to tell you the truth. In this episode we discuss: Why yes/no questions often produce misleading answers.How to rephrase questions so people feel comfortable admitting uncertainty.The powerful "Teach Back" method and why it works.Why silence is one of the most underrated communication tools.How allowing people time to think leads to better decisions.Lessons from talking people back from the edge of bridges.What "anchors" are, and how they can help someone through difficult moments.Why saying "I know how you feel" can do more harm than good.How these communication techniques apply just as much to hosting as they do to emergency medicine.Whether you're welcoming guests into your home, managing cleaners, training helpers or simply communicating with family and friends, these simple techniques can transform the conversations you have every day. My Superhost Secret Great communication isn't about getting answers. It's about making honest answers easy. The quality of the answers you receive depends on the questions you ask. Make it easy for people to tell you the truth, and you'll prevent misunderstandings before they ever become problems. Join one of my free Airbnb webinars If you're curious about earning an income from your own home through Airbnb hosting, I'd love to meet you. I regularly run free live webinars where I share the lessons I've learnt from ten years of hosting more than 2,000 guests, helping you avoid the mistakes I made and get started with confidence. You'll find the registration link in the show notes. Follow Neil Instagram, Facebook & TikTok: @SuperhostNeil For more hosting tips, practical ideas and the occasional laugh, come and say hello! Thanks for listening, and if you enjoyed this episode, please leave a review and share it with someone who has a spare room and has never considered what might be possible. Happy hosting!   Register for my next FREE webinar on how to monetize your own home, here - https://us06web.zoom.us/meeting/register/61WTjBMhTF2MPCh_WrcMbA  If you’re enjoying the show, hit follow and leave a review — it helps more people find it!

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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
    130
  • Rating
    Clean
  • Copyright
    © 2026 The Airbnb Superhost
  • Show Website
    The Airbnb Superhost

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