#101 Guests Are Not The Problem - Your Systems Are
Wed Feb 04 2026
Link to zoom webinar! - https://us06web.zoom.us/meeting/register/h15hgvyqQYmHk4GFjlaTAg#/registration
In this episode, Neil explores the ‘Success Triangle’ of hosting, focusing specifically on you, the host. Neil tackles the inevitable frustrations of property damage, from water rings on polished wood to wet floors, and offers a radical mindset shift to protect your peace of mind. Featuring insights from conflict management expert Andy Baker, the episode discusses why we should stop judging guest ‘malice’ and start investigating the ‘ignorance’ or systems that lead to mistakes.
KEY TAKEAWAYS
When furniture gets damaged, ask yourself: ‘Would I rather have a perfect floor or £100,000 in the bank?’ Reframing damage as a small cost of a successful business cures emotional stress.
Most guest ‘bad behaviour’ is actually just ignorance. They aren't trying to annoy you; they likely just don't know that certain surfaces (like polished wood) are sensitive to water.
Instead of reprimanding guests for long showers, Neil ‘gamified’ the solution with a 10-minute sand timer. Changing the steps leading to an outcome is more effective than fighting the outcome itself.
‘Grown men die for it and babies cry for it.’ By publicly praising guests when they do something right (like cleaning the kitchen), you encourage them, and others, to repeat that behaviour.
Move away from a ‘blame culture’. If a recurring issue arises, look back at your instructions and house rules to see where the system failed to guide the guest properly.
BEST MOMENTS
"Anger is the punishment we give ourselves for other people’s behaviour."
"Never attribute to malice what can be attributed to ignorance."
"Design for normal humans who just happen to be imperfect."
"The person who is punished most with that anger is ourselves. It certainly doesn't improve reviews."
"Stop managing guests. Start managing the systems and your own reactions."
CONTACT DETAILS
Visit Neil's Airbnb https://bit.ly/SuperhostNeil
Instagram: https://www.instagram.com/superhostneil/
Facebook: https://www.facebook.com/SuperhostNeil
TikTok: https://www.tiktok.com/@superhostneil
Email: SuperhostNeil@gmail.com
ABOUT THE HOST
Neil has led a fulfilled and unconventional life, navigating an extraordinary journey from the Royal Navy to prop-making in London's West End theatres. Born into a military family, it was a twist of fate which led him to the theatre, where he contributed to iconic productions such as Phantom of the Opera.
Eventually, Neil transitioned to Corporate Event Team Building, eventually founding his own venture in 1999. Financial challenges in 2017 are what prompted a strategic shift to Airbnb hosting, proving a reliable backup income. By 2021, Neil and his business partner triumphed over significant debt, fuelled by their resilience and the success of Neil's Airbnb venture. Now, Neil has left the corporate world behind, thriving solely through his flourishing Airbnb endeavours.
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.
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Link to zoom webinar! - https://us06web.zoom.us/meeting/register/h15hgvyqQYmHk4GFjlaTAg#/registration In this episode, Neil explores the ‘Success Triangle’ of hosting, focusing specifically on you, the host. Neil tackles the inevitable frustrations of property damage, from water rings on polished wood to wet floors, and offers a radical mindset shift to protect your peace of mind. Featuring insights from conflict management expert Andy Baker, the episode discusses why we should stop judging guest ‘malice’ and start investigating the ‘ignorance’ or systems that lead to mistakes. KEY TAKEAWAYS When furniture gets damaged, ask yourself: ‘Would I rather have a perfect floor or £100,000 in the bank?’ Reframing damage as a small cost of a successful business cures emotional stress. Most guest ‘bad behaviour’ is actually just ignorance. They aren't trying to annoy you; they likely just don't know that certain surfaces (like polished wood) are sensitive to water. Instead of reprimanding guests for long showers, Neil ‘gamified’ the solution with a 10-minute sand timer. Changing the steps leading to an outcome is more effective than fighting the outcome itself. ‘Grown men die for it and babies cry for it.’ By publicly praising guests when they do something right (like cleaning the kitchen), you encourage them, and others, to repeat that behaviour. Move away from a ‘blame culture’. If a recurring issue arises, look back at your instructions and house rules to see where the system failed to guide the guest properly. BEST MOMENTS "Anger is the punishment we give ourselves for other people’s behaviour." "Never attribute to malice what can be attributed to ignorance." "Design for normal humans who just happen to be imperfect." "The person who is punished most with that anger is ourselves. It certainly doesn't improve reviews." "Stop managing guests. Start managing the systems and your own reactions." CONTACT DETAILS Visit Neil's Airbnb https://bit.ly/SuperhostNeil Instagram: https://www.instagram.com/superhostneil/ Facebook: https://www.facebook.com/SuperhostNeil TikTok: https://www.tiktok.com/@superhostneil Email: SuperhostNeil@gmail.com ABOUT THE HOST Neil has led a fulfilled and unconventional life, navigating an extraordinary journey from the Royal Navy to prop-making in London's West End theatres. Born into a military family, it was a twist of fate which led him to the theatre, where he contributed to iconic productions such as Phantom of the Opera. Eventually, Neil transitioned to Corporate Event Team Building, eventually founding his own venture in 1999. Financial challenges in 2017 are what prompted a strategic shift to Airbnb hosting, proving a reliable backup income. By 2021, Neil and his business partner triumphed over significant debt, fuelled by their resilience and the success of Neil's Airbnb venture. Now, Neil has left the corporate world behind, thriving solely through his flourishing Airbnb endeavours. 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.