The document provides tips for hosting an Airbnb property remotely. It suggests focusing on communication, design, and operations. For communication, it recommends getting to know guests, sending personalized messages, being responsive, and including personal touches. For design, it suggests sharing aspects of yourself, local experiences, knowledge, music, design inspiration, books and movies. For operations, it advises planning remote access, thermostat/alarm connectivity, turnovers, restocking, and contacts for maintenance issues. The overall goal is to make guests feel cared for despite the host's physical absence.

1. The Remote Superhost
Delivering a Personable Guest Experience From Afar
Alex Nigg and Tammi Sims
San Francisco • Seattle • Tasman (NZ)

2. Hi, I’m TammiHi, I’m Alex

3. The dream: what if we
could relax in the sun…

4. …while knowing that other
people are enjoying our
home and we're
generating some income?

5. Seattle
Tasman, New Zealand
San Francisco

6. But what about our guests?
And our 5 star rating?

7. And what about our sanity?

8. Tell us about yourself!

9. What are YOUR
special touches
as a host?

10. Zen and the Art of Hosting from Afar
27 ideas on how to bridge distance

11. Zen and the Art of Hosting from Afar
27 ideas on how to bridge the distance
+ Communication: how to feel close when you are far away
+ Design: share something of yourself
+ Operations: details matter, and technology can help

12. Communication
How to feel close when you are far away

13. 1. Get to know your guest!
+ Read their profile
+ Read their reviews
+ Inquire about the
reason for their visit

14. + Have a complete
Airbnb host profile
+ Share information
about yourself and
your home in your
communication with
guests
+ Make connections
based on
commonalities
2. Allow your guest to get to know you

15. 3. Send a personalized message prior
to your guest's arrival
+ Reference details of
their stay
+ Offer assistance and
recommendations
+ Inquire about needs
+ Be a concierge!
+ Tailor their
experience

16. + Be clear that you’ll be
away and how, if and
when you can be
reached.
+ Leave contact
information for your
team at home. Friend,
neighbor, relative or if
needed, a paid
person.
4. Tell them you'll be away

17. 5. Write a detailed guest guide
+ With information
about you, your
neighborhood and
your home
+ Send it prior to their
stay and leave a copy
in the house
+ Include personal
information as well as
practical information

18. + Create a home team
and emergency
contact to help with
turnovers and/or
emergency needs
+ Ensure your team has
all the information
they would need
+ Engage your team to
create partners in
hosting
6. Create a home team or emergency contact person

19. 7. Be in contact with your guests
+ Check in at check in
to ensure guests
arrived and mid-stay
to ensure guests are
happy
+ Send a message at
check out

20. + Find creative ways for
communication
between you and
your guest in your
home
+ Magnetic poetry
+ Chalkboard
8. Get creative

21. 9. Be responsive
+ Be responsive to
guest communication
and questions so
guests feel taken care
of even when you're
away

22. + Arrange to have a
note left for guests
upon check in and
include guest names
+ If you have a Host
Assistant, let the note
be from both of you
10. Include personal touches

23. Design
Design the Guest Experience

24. Your life and your town is
interesting…

25. …your sock drawer,
not so much

26. 11. Share something of yourself
Food
+ Local
+ Has a story
+ Tailored

27. + Detour
+ Hostfully
+ Guided walks
+ Businesses and
people you know
12. Share local experiences

28. 11. Share something of yourself
…that’s unique, interesting and makes you YOU!
+ Share a hobby
+ Share art
+ Share family
heirlooms
+ Share personal
pictures and stories

29. 13. Share local knowledge
+ Dive bars
+ Restaurants
+ Cafes
+ Playgrounds
+ Running and bike
trails

30. + Playlists
+ Curated stations
+ Venues
+ Local events
+ Instruments
+ Show schedule of
musicians you know
14. Share your music and favorite radio stations

31. 15. Share design ideas and inspiration
+ Pinterest
+ Technology and
gadgets
+ Art collection

32. + Include books of
authors you know
+ Subscribe to a local
magazine
+ Create or add to your
library to include a
variety of topics and
interests
+ Leave a collection of
your favorite movies
16. Share your favorite books, magazine&movies

33. 17. Share a fully stocked kitchen
+ Cooking and baking
essentials
+ Delights&surprises
+ Kitchen toys
+ Cookbooks
+ Ample cookware and
tableware so guests
can make a meal if
they choose

34. + Rechargeable public
transit cards
+ Parking pass
+ Umbrella
+ Public transportation
information
+ Local travel guides
18. Share the trappings of being a local

35. Operations
Details matter, and technology can help

36. 19. Install a remote access method
+ Smart locks
+ Lockbox
+ Backup plan

37. 20. Connect your thermostat and fire alarms
+ Connected
thermostat
+ Connected smoke
detector

38. + Key exchanges
21. Devise a plan on how to get into your building
(and a backup plan when things go wrong)

39. 22. Create a dedicated visual checklist for your
turnover
+ Make your turnover
jobs replicable
+ Assume not every
helper will be
experienced
+ Bridge language gaps
+ Communicate clearly

40. + Regular service
provider
+ On-demand service
+ Friend
+ Neighbor
23. Have a plan for turnover help
Plus a Plan B and a Plan C

41. 24. Remember the little details
+ Coffee machine
+ Restocking
+ Flowers
+ Welcome present
+ Handwritten note
+ Breakfast

42. + Photos for better
communication
+ Give constructive
feedback
+ Check yourself
25. Account for miscommunication

43. 26. Make a plan for restocking
+ Shopping list
+ Same day delivery
+ Linen service

44. + Electrician
+ Plumber
+ Locksmith
+ Handyman
27. Have contacts for key providers handy…

45. Connection brings
you closer

46. + Communicate to establish a connection
+ Design to share something of yourself and your
town
+ Operations is all about thinking ahead: be
prepared and organized
Connection
brings you
closer

47. Thank you!
Tammi
simstammi@gmail.com
Alex
alex@getproperly.com