A Tale of Two Airbnbs

It was the best of times, it was the…. well, honestly, it’s just been the best of times lately.

This summer has been full of blessings and fun trips with my family. We had a great time at the beach earlier this month; and a couple days ago, we traveled to Williamsport, PA, for Day One of the Little League World Series.

For both occasions we booked and Airbnb. And while we ultimately had a fantastic time in both locations, the experience with our rental hosts were night and day.

And it all came down to the little things.

The Williamsport Superhost

Our Williamsport host knocked it out of the park (pun intended).

Great communication.

Clean, comfortable space.

Cold drinks in the fridge. Snacks on the counter.

Nice touches, right? But here’s where it went next level.

He knew we were in town for the Little League parade, and the house we were staying in sits right on the parade route. His family lives on the lower floor, and each year they invite friends and guests to join them for dinner on the porch while the parade rolls by.

Not only did he invite us, he set up lawn chairs for our family so we could have front-row seats.

That one gesture turned an already solid 5-star stay into a masterclass in hospitality.

The Beach… Not-So-Superhost

The beach rental, on the other hand, gave us a masterclass in cutting corners.

Communication? Spotty.

Cleanliness? Questionable.

And while we knew we had to bring our own linens (not uncommon for a beach rental) we weren't told we'd also have to supply our own toilet paper, paper towels, and trash bags.

We all had a great time at the beach regardless. We weren't there for the paper goods after all. But when your guests empty the garbage only to realize they are going to need to take time out of their vacation to drive to the store and buy a box of trashcan liners.... that's not great.

A few minutes of tidying. A few dollars on basic supplies. That’s all it would have taken to make the place fine. Instead, a few little frustrations stacked up to sour the experience.

In Williamsport, a few minutes to set up chairs and a few dollars on refreshments stacked up to create an incredibly sweet experience.

How to Become a “Superhost” in Your Own Business

You don’t have to run a vacation rental to apply this lesson. Whatever you offer - coaching, design, dog sitting, tree services - you can make a big impact without big spending or huge time investments. Just a little thoughtfulness.

A few ideas to make sure you’re remembered for the right reasons:

1. Anticipate needs. What would you appreciate if you were in your client’s shoes?

2. Add one extra touch. A small gift, a thoughtful resource, a little bonus that costs almost nothing but makes someone smile.

3. Follow up well. Keep communication easy and proactive. Don’t leave clients wondering.

4. Remove small friction points. Eliminate any “garbage bag” moments that make people stop and think, Why do I have to deal with this?

5. Be present and human. Warm, real interactions make a bigger difference than you might think.

When you do these things, you go way beyond completing a transaction. You create a story worth retelling.

Case in point: If you’re ever looking for a place to stay in Williamsport, let me know. I have a great recommendation.