1. POINTS OF INTEREST
100
• A Taiwanese couple on a business trip to look partners
for their wild honey venture. I managed to link them
up with my friend in Sarawak and concluded a deal
worth more than RM1.5million. Not to mention, I got
a referral commission!
Meeting people from across the world is one of my
favorite aspects of traveling; I love how I can replicate
that experience with Airbnb hosting by “bringing the
world” to my home.
#4: SET EXPECTATIONS UPFRONT
There is no clear “model” for the Airbnb experience:
Are you staying at a hotel or are you crashing at a
friend’s house?
Due to this ambiguity, there is no clear set of
expectations. Some tenants are comfortable with
“whatever,” while others expect the same service they
will get at a 5-star hotel.
Prepare for this by providing every item you will
typically find in hotel rooms:
• Ironing board
• Coffee maker
• Hairdryer
• Full-length mirror
• Sufficient, many towels and hooks/towel bars
Guests have recommended everything ranging from a
toaster to a blender to fuzzy foot slippers. How do I
separate great suggestions from outrageous ideas?
One tip is to use the Sheraton Standard. My litmus
test is: “Would you find this at a 4-star hotel like the
Sheraton or Hilton?” If the answer is yes, for instance, a
hairdryer - I will provide it. But if they are asking for a
custom pair of fuzzy slippers, well, that might be asking
for too much.
LESSONS
LEARNT AS AN
AIRBNB HOST
ANDREW TAN shares some of his experience
as an Airbnb host.
#1: IT ISN’T REAL ESTATE; IT’S HOSPITALITY
Traditional rentals are “commodities.” You are leasing
four walls and a roof, plus the most bare-bones
level of service. Airbnb hosting on the other hand,
is a hospitality-based. Your role is closer to that of a
hotel concierge than a landlord - You offer guests a
complimentary bottle of water; provide directions to
nearby landmarks and answer questions about the
weather. You are not leasing some assembled drywall
and roofing shingles; you are selling an experience and
a feeling.
#2: YOU LEARN AWESOME CUSTOMER SERVICE
As hosting falls into the “hospitality” industry, your
tenants will expect great customer service - which
means you learn these skills quickly.
For instance, Airbnb says that the host should provide
enough consumables to get started for a week, and
long-term guests should replenish supplies. When
long-term guests ask for more laundry detergent or
trash bags, I could theoretically point to the page on
the Airbnb site, and say, “Not my problem, sir/madam.”
But why act petty? Just buy the detergent. It takes 10
minutes, it costs RM15, and it results in a happier guest.
Remember, you are selling an experience, not just four
walls and a roof.
#3: YOU MEET FASCINATING PEOPLE
As an Airbnb host, you usually meet people who lead
thrilling and incredible lives. My own tenant experiences
include:
• A British couple who travel for the most part in a year.
Both are talented musicians and percussionists, who
perform and blog about their experiences wherever
they go.
• A Spaniard who flew into Malaysia specifically for an
electronic music party.

2. Lessons learnt as an Airbnb host
101
wonderful guests and just one criticizing guest, but it
is the latter that will cloud your confidence as a host.
#7: RAPID-FIRE LIST OF TACTICAL TIPS FOR
AIRBNB HOSTS
Here is a list of tactical tips that I have compiled over
time based on my experience gleaned as an Airbnb
host:
• Leave tourist-centric material, such as a guide on
local restaurants on the coffee table.
• Display a welcome guide / FAQ list which lists helpful
points like, “The light switch to the bedroom is behind
the door”.
• Refill your ice cube trays during every turnover.
• Check the inside of the microwave, dishwasher, oven,
and all drawers before welcoming a new guest to
eliminate any nasty surprises.
• Set your expectations clearly, especially regarding
check-in procedures. A lot of people take for granted
that you are at their service 24/7 and that it is okay
to show up anytime. Make sure to include what is
the appropriate time for check-ins in your welcome
email.
• Create a list of “fun stuff to do” if your guests arrive
early - recommended restaurants, cafes, coffee
shops, parks, etc. Again, include this in the welcome
email.
• Write the directions to the house in the welcome
email; do not just tell them to GPS the address. This
effort shows an extra level of service.
• Replace the shower liner every few months. No
matter how spotless the rest of your unit is if the
shower liner has soap scum, the rest of the place will
“feel” unclean.
#8: THE BOTTOM LINE
At the end of the day, the money I earned as an Airbnb
host is greater than what I would obtain as a traditional
landlord. But this is an apple-to-orange comparison
as they do not fall in the same industry. Airbnb is an
active endeavor and it is all about hospitality while
land lording is more passive and focuses on real estate.
Nevertheless, they are both fascinating and could be
lucrative in their own way.
#5: COMPLAINTS ARE A WAY OF LIFE (BUT
DON’T LET THEM BOTHER YOU)
I always joke that the main lesson I have learnt is there
is no limit to what people will complain about.
Once, a guy complained that there is a step in between
the kitchen and the adjoining bedroom. He prefers
the floor be step-free, even though he has no physical
limitations whatsoever.
Another tenant complained that there is no rocking
chair for reading, so I added one, and the next guest
grumbled that the chair took up too much space!
My personal favorite, however, is one where a guest
called to complain that they could not enjoy the
balcony because the weather was too hot and humid.
You have to accept that some things are beyond your
power and that you can’t please every single tenant.
Andrew Tan
Founder
Luxury Boutique Accomodation
All you can do is to meet “the Sheraton standard” and
ask for feedback. This has worked so far for me - I have
a 5-Star average rating on Airbnb, which tells me I’m
doing a good job.
#6: IT IS EMOTIONAL
Hearing negative responses about your own home,
however infrequent they may be - is emotionally tough.
One harsh reality of monetizing your house is that you
open your home to public criticism. In that regard,
it is similar to writing a book or blog, playing music
or undertaking any other creative act. Here is the
repercussion: You can have 50 amazing, kind and