Society & CulturePlaces & TravelBusinessEntrepreneurshipLeisure

The Airbnb Superhost

Neil Harvey

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.

Play

Open in

20 episodes
weekly
Avg 16 min
English

Episodes 20

Newest Oldest Longest

All20 Unplayed20 In progress0 Played0

#138
Wednesday · 17 min
#138 — Airbnb's Dirty Dishes: Have We Lost Our Common Sense?
Episode 138 — Airbnb's Dirty Dishes: Have We Lost Our Common Sense? Should Airbnb guests be expected to wash their own dishes? Or has common courtesy become an unreasonable house rule? Airbnb's latest changes to its house rules have sparked a storm in a washing-up bowl! From 20 November 2026, Airbnb's updated policy generally prevents hosts from requiring guests to wash and put away the dishes and cookware they've used. Hosts can ask guests to put dirty dishes in the sink, but washing-up can no longer generally be made compulsory. And hosts aren't happy! A petition calling for Airbnb to reconsider attracted more than 20,000 signatures in less than a week, with the controversy attracting international media attention. In this episode, I explore both sides of the argument, drawing on eleven years of experience welcoming strangers into my own home. It all begins with a story from my university days, when four students, one dishwasher and a housemate who never washed up taught me a valuable lesson about common courtesy! In this episode, discover: What Airbnb's new house rules actually mean for hosts and guests. Why washing-up has become such a controversial subject. Whether excessive cleaning fees and unreasonable checkout demands have contributed to the problem. Why my kitchen has a sign saying "Leave no evidence!" The difference between cleaning a property and cleaning up after yourself. How a growing petition is seeking a constructive compromise. Why clear expectations and mutual respect matter more than ever. I also share my personal theory about how some hosts may have inadvertently contributed to the situation — and why I believe Airbnb needs to listen to the people whose properties make its business possible. Because ultimately, this isn't just about dirty dishes. It's about the relationship between hosts, guests and Airbnb itself. This week's Superhost Secret "Rules set expectations. Respect makes them work." The petition Read the campaign and decide whether you'd like to support it: https://www.change.org/p/airbnb-keep-self-catering-self-catering-let-hosts-ask-guests-to-wash-up Official Airbnb policy https://www.airbnb.co.uk/resources/hosting-homes/a/important-changes-to-house-rules-21 https://www.airbnb.co.uk/help/article/4168 Want to earn income from your own home? I regularly host a free live webinar where I explain how live-in Airbnb hosting works, share lessons from my own experience and answer questions from people considering becoming hosts themselves. Find the registration link accompanying this episode. Follow me on Instagram, TikTok and YouTube: @SuperhostNeil If you enjoyed this episode, please share it with someone who has a spare room, an empty annexe or a property that's sitting idle. It might just change the way they think about their home! Till next time — may your rooms be booked and your reviews five-star! 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!
- Transcript
#137
October 20 · 16 min
#137. What Your House Is Trying to Tell You
Can your house tell you what's going on without you seeing a thing? After eleven years of welcoming strangers into my home, I've developed something rather like a sixth sense. I can often tell who's arrived, who's gone out, which rooms are occupied and even when something isn't quite right — without seeing anybody! But when I recently started training a new helper, I discovered that what has become second nature to me isn't necessarily obvious to somebody else. And that's when I realised that listening to your house is a skill you can learn. In this episode of The Airbnb Superhost Podcast, I explore how the smallest clues can help you run a more efficient, welcoming and secure Airbnb. You'll discover how a bedroom door left slightly open can reveal whether a guest has arrived, how smart-lock information can help you look out for guests, and why a hot kettle led to an unexpected moment of hospitality. There's also the rather entertaining tale of a young guest who tried to smuggle his mate into my house at one o'clock in the morning. Unfortunately for him, the staircase had other ideas! And even the humble washing machine has something to teach us about managing our time. Whether you're already hosting or just considering welcoming guests into your own home, this episode will encourage you to look — and listen — at your property in a completely different way. This week's Superhost Secret: "You can't manage what you don't notice." Because great hosting isn't just about providing a comfortable room. It's about being aware of what's happening around you and using that awareness to create a genuine home from home. Interested in becoming a live-in Airbnb host? Join me for one of my free live webinars, where I share more about how I've turned spare rooms in my own home into a source of income. You'll find the registration details below. Follow me on Instagram and other social platforms @SuperhostNeil for more hosting tips, stories and a bit of laughter. And remember: your house is talking to you. Are you listening? 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!
- Transcript
#136
October 13 · 16 min
#136. Does anything ever get broken?
Episode 136 – Does Anything Ever Get Broken? What happens when your Airbnb guests break something? And what if the thing they break is actually your way of thinking? After eleven years of hosting and around 19,000 guest-nights, I've come to accept that things occasionally get broken. It's part of welcoming strangers into a working home. But when a mysterious broken fridge door turns up with a vital piece missing, I'm left wondering whether someone has been covering their tracks! That little incident got me thinking about a completely different kind of breakage. This week, a couple from India staying for a month have challenged just about everything I thought I knew about equipping my guest rooms! From removable shelving and full-length mirrors to bathroom locks, fridge space and a rather amusing incident involving a lady trapped in my bathroom, I've found myself questioning arrangements that have worked for years. And there's more! A simple change to a sofa bed creates an unexpected chain of improvements, including under-bed storage and a private workspace for a guest delivering a webinar at two in the morning. Sometimes the greatest improvements come not from buying something new, but from looking at what you already have in a completely different way. In this episode, you'll discover: Why broken belongings don't bother me nearly as much as concealed damage. How guests can reveal problems you've stopped noticing. Why eleven years of experience doesn't necessarily mean you've got everything right. How a fridge swap solved a problem without spending a penny. Why one small change can create a whole chain of unexpected opportunities. This week's Superhost Secret "Don't let years of experience become years of resistance." Just because nobody complains doesn't mean there's nothing to complain about. And the next time a guest challenges the way you do something, instead of saying, "That's how I've always done it," try asking yourself: "What if they're right?" You might be surprised at what else falls into place! Want to learn how to become a live-in Airbnb host? I regularly run a free live webinar where I share how I've turned spare rooms in my own home into a source of income. Follow me on Instagram @SuperhostNeil for more hosting tips, stories and a bit of laughter. And if you've enjoyed this episode, please share it with someone who has a spare room and might be surprised by what it could do for 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!
- Transcript
#135
October 7 · 16 min
#135 Get rid of what you don't want to make room for what you do want
Get rid of what you don’t want to make room for what you do want. What does throwing away a 60-year-old armchair have to do with making more than £300 from Airbnb the very next day? Quite a lot, as it turns out. In this episode, I explore something I first learned many years ago called the Principle of Vacuum: Get rid of what you don't want to make room for what you do want. It's a principle that has followed me throughout my Airbnb journey — sometimes without me even realising it. I share how getting rid of furniture I'd inherited from my mother helped create my very first Airbnb room; how throwing away an appallingly uncomfortable futon eventually led to a sofa bed that's earned me more than £50,000; and how completely stripping out my master bedroom allowed me to see how one room could become two — floor space that has subsequently generated well over £120,000 in turnover. There's also the story of a useless patch of bumpy lawn that I levelled in 2014. Five years later, that empty space was the reason I came home from the Game Fair with something I had absolutely no intention of buying — particularly as I'd deliberately left my wallet at home! A wood-fired hot tub. That hot tub went on to become a major lead magnet for my Dome. But the story that prompted this week's episode happened only a few days ago. After eleven years of procrastination, I finally disposed of an old armchair that had been in my family for around sixty years. Within 24 hours, the space it left behind presented me with a solution to a problem I hadn't known was coming — and helped me retain a guest booking worth more than £300. Coincidence? Maybe. But I've seen this principle work too many times to ignore it. Sometimes we become so accustomed to what we already have that it prevents us from seeing what could be there instead. And that doesn't only apply to furniture or Airbnb rooms. It can apply to habits, working practices, attitudes, beliefs — and sometimes even relationships. This week's Superhost Secret “Create the space before you know what will fill it.” Because the real power of the vacuum isn't getting rid of something once you've found something better. It's having the courage to let go first. Then seeing what moves into the space you've created. This week's limerick When something no longer serves well, It's time to bid fondly farewell. Create a clear space, Put the vacuum in place, What comes next, you never can tell! Follow me on Instagram @SuperhostNeil for more Airbnb tips, stories and a bit of laughter. And if you'd like to learn more about becoming a live-in Airbnb host yourself, follow the link below to register your interest in my free live webinar. 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!
- Transcript
#134
September 29 · 15 min
#134. Airbnb: The Entrepreneur's Training Ground
Episode 134 — Airbnb: The Entrepreneur’s Training Ground What if the best place to learn how to run a business isn't in a classroom, on a course, or by risking tens of thousands of pounds? What if it's your spare room? In this episode, I explore why I describe Airbnb as a “business in a box”—and why becoming a live-in host can teach you many of the skills every entrepreneur eventually needs. I share the story of one of the students who helped me run my Airbnb before taking what he'd learned back to India and eventually to Berlin, where he used those skills to secure accommodation by helping another Airbnb host. I also look at what my student helpers are really learning when they're changing beds, doing laundry and preparing rooms. Behind those apparently mundane jobs are lessons in teamwork, time management, critical-path thinking, stock control, systems, accountability, customer service, problem-solving—and perhaps most importantly, learning to think like an owner rather than an employee. Because that's where entrepreneurship really begins. Airbnb gives you the marketplace, booking system, payment infrastructure and access to potential customers. But it can't teach you how to price your room, understand your customer, solve problems, exceed expectations, make a profit or eventually delegate without allowing your standards to fall. Those things you learn by doing. And the beauty of starting small is that your mistakes can become lessons rather than disasters. This week's Superhost Secret “Entrepreneurship isn't something you study. It's something you practise.” You don't learn to become an entrepreneur and then start. You start—and that's how you learn to become one. If you've ever thought about starting your own business but wondered whether you have the skills, perhaps your first question shouldn't be: “What business should I start?” Perhaps it should be: “Where can I learn how to run one?” And if you've got a spare room sitting idle, your training ground might already be right under your nose. 🎧 Also mentioned: Episode 107, my interview with the student whose Airbnb education eventually took him from my home to India and then Berlin. Want to find out more about becoming a live-in Airbnb host? Join me on one of my free webinars. Use the Zoom registration link below and come and say hello. Follow me: @SuperhostNeil May your rooms be booked, your reviews 5-star—and Airbnb teach you the entrepreneurial skills you need. 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!
- Transcript
#133
September 23 · 18 min
#133. Romance in the Dome
Episode 133 Show Notes The Dome at the bottom of my garden has witnessed rather a lot of romance over the years. Marriage proposals. Newlyweds. Candlelit pathways. Engagement rings hidden inside fruit. And then... there was the Viagra. In this episode, I share five very different stories from my years of hosting guests in the Dome — some genuinely touching, some wonderfully unexpected, and one that required a particularly good pair of rubber gloves. You'll hear about an encounter with a film producer where Bambi, Thumper, Honey and some suspiciously memorable leather costumes eventually made perfect sense. I'll tell you how my old theatre instincts kicked in when a guest asked for help proposing to his girlfriend — resulting in twenty IKEA lanterns, an engagement ring beneath a six-metre-high Michelangelo's David and me watching the whole thing unfold from a darkened bedroom. There's another proposal involving an extraordinary fruit sculpture and an engagement ring hidden inside a pineapple, followed by the newlyweds who arrived at the Dome to discover a huge candlelit heart waiting for them on the lawn. And finally, there's the mysterious blacked-out car, four voices in the hot tub, two unexpected guests... and poor Martin's unforgettable first day working in hospitality. Because after ten years of welcoming strangers into my home, I've learned that you can prepare for almost anything. But you can never quite prepare for everything. This week's Superhost Secret: “Don't try to control the story. Just be ready to host it.” When you open your home to other people, you never quite know what stories they're going to bring with them. Some will make you laugh. Some will genuinely touch you. And occasionally, you'll get the opportunity to become part of a moment they'll remember for the rest of their lives. And occasionally... you'll need the rubber gloves. If you'd like to discover how you could generate an income from the spare space in your own home, join me for one of my free live webinars. You'll find the registration link below. Follow me on Instagram etc: @SuperhostNeil 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!
- Transcript
September 15 · 15 min
#132. My Airbnb makes money for my neighbours.
What happens when your Airbnb is full — but one of your regular guests still needs somewhere to stay? You send them next door! In this episode, I explore something I rarely hear mentioned when people talk about running an Airbnb: the importance of having great relationships with your neighbours. It starts with a young Malaysian student arriving in the UK for the first time. I'd promised to collect her from the bus stop after dark — before realising I wasn't actually going to be there. One phone call to my neighbour solved the problem. But why was he so willing to drop everything and collect a complete stranger on my behalf? The answer goes back more than 20 years, to the day I first moved into my home and made a conscious decision: I was going to like my neighbours. Over the years, cups of tea, glasses of wine, shared garden tools, parties, small acts of kindness and countless little favours became hundreds of deposits into what I call my relationship bank account. And when I eventually found myself in serious financial difficulty and Airbnb became increasingly important to me, those neighbours became an extraordinary part of my support network. Today, three of them even act as my “guest reservoir” — accommodating trusted regular guests when all my own rooms are full. They earn the money, my guests still have somewhere to stay, and I don't lose valuable regular customers. My Airbnb actually makes money for my neighbours. So perhaps your Airbnb “power team” shouldn't just include your plumber, electrician, cleaner, handyman and gardener. Perhaps some of its most valuable members are already living next door. And if you're not an Airbnb host but your neighbour is, perhaps there's an opportunity for you too. Could your spare room, your time or simply your willingness to help become an extension of their business? My Superhost Secret “Build relationships before you need favours.” Don't be nice to your neighbours because you might need something from them one day. Make those tiny deposits without expecting to make a withdrawal. Because one day, when you really do need somebody, you might discover just how wealthy that relationship bank account has become. 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!
- Transcript
#131
September 8 · 16 min
#131. The unexpected joy of strangers
Episode 131 – The Unexpected Joy of Strangers “I couldn't have strangers in my home.” It's probably the number one objection I hear when I talk to people about becoming a live-in Airbnb host. But here's the thing: every guest starts off as a stranger. And over the years, some of those strangers have given me experiences, friendships and memories I could never have anticipated when they first walked through the door. In this episode, I'm sharing five of them. There's the captain of a winning USA Ultimate Frisbee team who ended up giving us a lesson on my lawn, in the dark, before I retaliated by teaching him croquet. There's a professional juggler called Twirly who came to improve his clowning skills — and somehow ended up teaching me to juggle. Then there's the guest who, when she discovered I was in serious financial trouble, spontaneously offered to lend me £10,000 with no security and virtually nothing in return. I'll also tell you about Malcolm, the Vietnamese film student whose request I very nearly turned down, but who went from stranger to guest, colleague and mentee. And finally, I share an encounter that forced me to confront one of my own prejudices — and taught me the difference between noticing someone's physical appearance and actually discovering the person behind it. Hosting isn't only about occupancy, reviews or making money. Sometimes the greatest rewards come from the people you would never otherwise have met. This week's Superhost Secret “Don't judge the stranger. Discover the person.” Ask questions. Be curious. Give somebody the opportunity to become more than the first impression you've formed of them. Because every one of the people in this episode walked through my door as a stranger. They just didn't all leave as one. 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!
- Transcript
#130
September 2 · 13 min
#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!
- Transcript
#129
August 27 · 15 min
#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 thread Why you should confirm additional charges explicitly How innocent words such as “it” and “they” can create ambiguity Why following your established procedures matters even when everything seems friendly The importance of checking during a stay that guests are happy with what you've provided What happens when Airbnb becomes involved in a payment dispute Why an evidence trail can become invaluable if somebody later challenges what happened Looking 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!
- Transcript
#128
August 18 · 15 min
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 them The importance of remembering that a live-in Airbnb is someone's home Why my kitchen has just one overriding rule: “Leave no evidence” Food, cooking, smoking, pets and breakages Why I'd rather hear immediately that something has been broken than discover it hidden later Visitors, overnight guests and why I want to know who's in my home Protecting guests from unnecessary noise How my 10-Minute Shower Challenge solved a shared-bathroom problem without really being a rule at all Why the rules appropriate for my home may be completely inappropriate for yours The 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!
- Transcript
#127
August 11 · 16 min
#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 Support The importance of smart locks and sensible safety systems Managing same-day bookings Writing honest, professional guest reviews Blocking unsuitable guests from future bookings Here'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!
- Transcript
#126
July 28 · 20 min
#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 Voss How to Win Friends and Influence People by Dale Carnegie The Five Love Languages by Gary Chapman Free 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!
- Transcript
#125
July 21 · 16 min
#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!
- Transcript
#124
July 13 · 12 min
#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!
- Transcript
#123
July 7 · 15 min
#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!
- Transcript
June 30 · 16 min
#122. Why checklists are so vital
What do helicopter pilots, paramedics and Airbnb hosts all have in common? More than you might imagine. In this episode I'm joined once again by Vito, a helicopter paramedic working on North Sea wind farms. Every day he works in an environment where mistakes can have life-changing consequences, and one of the biggest lessons aviation has taught the world is the value of checklists. As hosts, we can be tempted to think, "I've done this hundreds of times. I don't need a checklist." But as Vito explains, checklists aren't there because we don't know what we're doing—they're there because we're human. Together we explore why experienced people are often the very ones who benefit most from systems, how communication failures cause the majority of avoidable mistakes, and why one simple checklist can save hours of frustration, poor reviews and unnecessary stress. We also discuss: • Why aviation introduced checklists in the first place—and how they've transformed other industries. • How hospitals have dramatically reduced errors by adopting aviation-style systems. • Why doing the same task every day actually makes you more likely to overlook something. • The "Swiss Cheese Model" and how multiple layers of protection stop mistakes reaching your guests. • Why I insist on checking the Bed, Bin, Bath, Beauty... and Bulb every time I prepare a room. • Why some people resist using checklists, even when they know they work. • The importance of the "four-eye principle"—getting someone else to verify what you've done. • How asking the right questions encourages genuine checking instead of automatic agreement. • Why fresh eyes often spot the things you've become blind to. Whether you manage one spare room or a portfolio of properties, this episode will almost certainly make you rethink the way you prepare your accommodation. My Superhost Secret "Professionals don't rely on memory. They rely on systems. So be deliberate in creating them to use." Mentioned in this episode 📖 The Checklist Manifesto by Atul Gawande Thinking about becoming an Airbnb host? If you've got a spare room—or simply want to explore how your home could generate an additional income—I regularly host free online webinars where I share everything I've learnt from hosting more than 2,000 guests over the last ten years. See the link below for registering interest. Follow me for more hosting tips, stories and behind-the-scenes content: Instagram: @SuperhostNeil If you've enjoyed this episode, I'd be hugely grateful if you could follow the podcast, leave a review, and share it with another host who'd benefit from listening. 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!
- Transcript
#121
June 23 · 17 min
#121. Helicopters and Hosting - what they have in common.
What does a German helicopter paramedic working on North Sea wind farms have in common with an Airbnb host in Hertfordshire? Surprisingly… quite a lot. In this slightly different episode, I welcome back one of my regular guests, Vito, who has travelled over from Germany and joined me to discuss something that sits at the heart of both our worlds: communication. In his profession, ambiguity can have serious consequences. Instructions have to be precise, language must remain consistent and everyone needs to understand exactly what is expected of them. The more we talked, the more I realised that these same principles are what make hosting enjoyable too. Because guests don't arrive knowing how your home works. They don't know which room is theirs, where things belong or what the unwritten rules are. And if we leave them to guess, we unintentionally create confusion and anxiety. In this episode we discuss: • Why repeating the same language consistently creates certainty. • How helicopter crews use standardised words to avoid misunderstandings. • Why saying "Up, up, up" leaves no room for interpretation. • The importance of creating systems that people can instantly understand. • Why naming and labelling rooms removes uncertainty. • How visible boundaries help guests relax. • Why assumptions are often the root cause of mistakes. • How reducing mental workload creates a better experience. • Why signs and labels are not overkill – they're kindness. • How clarity removes the need for constant corrections. One of my favourite moments was hearing Vito describe his experience as a returning guest in my home. He explained how seeing the same room name repeated on his door, his fridge shelf, his food box and his shower tray created an immediate sense of reassurance. Nothing was left to guesswork. And that is exactly the point. Because when guests know where they are, where things belong and what is expected of them, everybody relaxes. Superhost Secret "If you want guests to relax, remove the need for them to think." Great hosting isn't about giving people more information, it’s about removing ambiguity. When guests don't have to stop and ask themselves, "Which room is mine?", "Can I use this?" or "Am I allowed to do that?", you've created something very powerful. You've created clarity, which is one of the greatest gifts a host can give. If you'd like to learn more about turning your own home into an income stream through hosting, there is a link below to register your interest in one of my regular webinars. And remember to follow me on social media @SuperhostNeil for more tips, tricks and a bit of laughter along the way. Until next time, may your rooms be booked, your reviews be 5-star and clarity be the key to less stress. 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!
- Transcript
#120
June 16 · 13 min
#120. Overcoming the fear of strangers
What if your biggest obstacle to becoming an Airbnb host isn't Airbnb at all? For years, I've described myself as an Airbnb Superhost, speaker and mentor. But this week, while refreshing my LinkedIn profile, I had a realisation that completely changed how I describe what I do. Because if Airbnb disappeared tomorrow... everything I teach would still exist. So perhaps I don't teach Airbnb at all. Perhaps what I really teach is something far more fundamental. The biggest objection I hear whenever I speak at networking events isn't: "I don't have a spare room." Or: "I don't know how Airbnb works." It's always the same thing: "I could never have strangers in my home." But are people really afraid of strangers? Or is "strangers" simply a label we attach to deeper fears? In this episode, I explore: 🏡 Why the fear of strangers is usually a collection of other worries. 🏡 The surprising link between Airbnb and the warnings we were given as children. 🏡 Why hospitality is largely an invisible skill. 🏡 How conversation creates rapport, and how rapport multiplied by time creates trust. 🏡 How strangers can become a community when relationships are intentionally engineered. 🏡 Why over 65% of my business now comes from repeat guests. 🏡 The question a guest asked me after ten years of hosting that finally helped me understand what I actually teach. This episode isn't really about Airbnb. It's about human psychology. It's about helping people see their homes differently. And perhaps more importantly, helping them see other people differently too. Because after ten years, over 2,000 guests and people from more than forty countries passing through my front door, I've learnt something rather special. 🔑 Superhost Secret "Strangers don't become guests when they walk through your front door. They become guests when you stop seeing them as strangers." 📚 Resources Mentioned 📖 How to Win Friends and Influence People by Dale Carnegie 📲 Follow me on social media: @SuperhostNeil 🎙️ Join one of my regular live webinars to learn how to create an income from your own home and explore whether Airbnb hosting could work for you. 🎧 Key Takeaway I don't teach people how to do Airbnb. I teach people how to make other people feel at home. Because once you overcome your fear of strangers, everything else becomes teachable. And that's when hosting stops being all about money... and starts becoming enormous fun. 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!
- Transcript
#119
June 9 · 13 min
#119. How to build a business that works without you
What do a wood-fired hot tub, a helicopter paramedic and a Tokyo train guard all have in common? Checklists. In this episode, Neil shares a recent hosting mishap that occurred while he was away from home. Despite seven years of experience managing his wood-fired hot tub, a delegated task didn't go quite to plan, resulting in disappointed guests and a valuable lesson about systems, routines and human nature. Drawing inspiration from Atul Gawande's bestselling book The Checklist Manifesto, Neil explores why even experienced people overlook simple tasks, and how creating effective routines can dramatically reduce errors. You'll hear: • Why systems only prove their worth when you're not there • The hot-tub mistake that prompted a rethink of an established routine • How the aviation and medical industries use checklists to save lives • The surprising psychology behind saying checklist items out loud • Neil's simple "5 Bs" room-preparation system: Bed, Bin, Bath, Beauty, Bulb • How physical reminders can be more effective than relying on memory alone Whether you're an Airbnb host, run a business, manage a team, or simply want to stop important things slipping through the cracks, this episode will help you create systems that work consistently—even when someone else is doing the job. Superhost Secret "If a task is important, then systemise it." And once you've systemised it, test it on someone coming to it cold. If it doesn't work exactly as you intended, refine it until it does. Mentioned in this Episode • The Checklist Manifesto – Atul Gawande Interested in Becoming an Airbnb Host? Neil regularly hosts free webinars for people interested in creating an income from their own home through Airbnb hosting. Details and registration links can be found in the show notes below. Connect with Neil Instagram: @SuperhostNeil The Airbnb Superhost Podcast – helping you create more income, better reviews and a hosting business that works even when you're not there. 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!
- Transcript

Showing 1–20 of 20 episodes