As a host, have you gotten a question from a guest like “does airbnb provide towels?” or “do Airbnb’s have toiletries?” These may seem obvious amenities to you but questions like these and others will be asked by potential guests.

This is where the power of your listing description is crucial to ensuring guests know what they are getting when booking your listing! Now, the likelihood of answering every single potential guest question in your listing description is slim but this is the mindset you need to have when setting up your listing.

This post is all about answering guest questions like “does Airbnb provide towels” and other similar guest questions. 

Well, Does Airbnb Provide Towels??

Filling out your Airbnb amenities list

The best way to make sure potential guests know what is included in your listing is through your listing description and Amenities list in the listing set up process.

For tips on writing an effective listing description, check out this article in the Airbnb resource center.

When setting up your listing in the Airbnb app, under the “Amenities” section, you will be prompted to check various boxes about what you will provide guests in your property. See the screenshots below of the set up process from one of my personal listings.

Make sure you take the time to fill this out and remember to update as you make changes to your listing. This is the section prospective guests can view to understand what’s in your listing. There are many more options as you continue to scroll down but these are the amenities that Airbnb considered popular (or essential).

For a list of insanely helpful Airbnb essentials, check out this article!

I’ve been an Airbnb Superhost for 5 years and have hosted hundreds of guests. I wanted to emphasize this because the list of questions I’ve laid out below are one’s I’ve personally been asked by guests and have found other hosts have been asked in forums.

Guest Questions

Prior to Booking

1. Will you give me a discount

This is by far the most common question hosts receive from potential guests. I have found that this question is most common coming from guests booking last minute stays or if you’re a new listing. As the host, this is completely up to you to extend a discount or not. There are a wide array of opinions about this topic but I will say, guests seeking a discount typically are not the types of guests I personally want to host. I find they are way more needy and tend to be an overall unpleasant guest.

2. Is there a military or veteran discount

As you can tell from above, I’m personally not a fan of discounts, however, I do not think guests asking for this type of discount turn out to be a similar quality guest. This one is totally up to you. I have a listing in a military town and get this question often but many other businesses in the area offer a military discount.

3. How far is your house from xyz location

Potential guests can not see the exact address of the listing so this will be a question you get a lot if your listing has many attractions in surrounding areas. I always kindly provide the mileage and estimated time.

4. Will you reduce your cleaning fee since I’m only staying 1 night

Airbnb has kindly addressed this one for us in their pricing. They allow hosts to put a Short Stay cleaning fee if they would like. A lot of times, this is not feasible for hosts as a 1 night stay is not very lucrative and they still have to pay their cleaning team to come through for the next party.

5. Will you make an exception for my pet

If you have a listing that doesn’t allow pets, expect to get this question. This is up to you and I would recommend making them pay an extra cleaning fee if you decide to allow it.

For questions on Service Animals, make sure you read Airbnb’s Accessibility Policy.

6. Will you allow x number of guests over your guest count

I personally am asked this question a lot from families with kids. They will ask if they can have up to the guest count and then X number of infants/kids in addition. In heavily regulated markets, your short term rental permit will cap the guest count and this will easily be answered in your listing description or a quick note. In markets where there is no cap, this will be up to the host whether they want to accommodate or not.

7. Can we host an event (baby shower/wedding shower/family reunion) at your listing

I have a listing that has an amazing outdoor courtyard and garden and am asked often if we allow events. Again, this is up to you as the host and can be very complementary to your listing that they would want to host such a special occasion at your property.

8. Is there laundry onsite

This is a question I get often with my listings that DON’T have a W/D set up. I think the guests are just trying to confirm what they read was correct.

9. What do we have access to in the listing and are there any shared spaces

Airbnb listing set up process has a dedicated space for you to spell this out for guests. One of my listings is labeled as a Guest House and I get guests clarifying all the time what kind of access is shared vs. private.

10. Do you have xyz amenities

Amenities that Airbnb does not include on their amenities list should definitely be spelled out in the listing description.

11. What family friendly items are provided

This is another amenity that should be spelled out in the listing description. I take this one step further and provide photos in the listing of the family friendly amenities we provide.

Before Their Stay

12. Can I check in early

I get this question so so often. I used to be super annoyed but now that Airbnb has become more competitive, I think it’s crucial to be flexible and allow guests to check in early if you can accommodate it.

13. Do you provide a late check out

Again, this is another super common question. Like I mentioned above, accommodate it if you can.

14. What are your restaurant recommendations in the area

Airbnb’s Guidebook feature is a great way for you as a host to compile all your recommendations for the area in one spot. With the automatic messaging platform, you can have this set to send to guests after they have a confirmed booking and before their scheduled trip.

15. When will I get the check in instructions

The best way to get ahead of this question is to have a booking confirmation message that includes when guests can expect to receive their check in instructions. Airbnb will release the check in method (keypad, smart lock, key pick up, etc.) at the time of booking but will not release the detailed check in instructions in the app until 48 hours prior to their check in.

16. What things do you recommend doing in the area

Again, Airbnb’s Guidebook feature is the best way to compile all your recommendations and send them to guests quickly. Anticipate this question! Proactively send your Guidebook out to your confirmed guests so they can use your recommendations in their trip planning.

17. What kind of transportation do I need

Airbnb has a section on each listing for you to provide your transportation recommendations. However, the best solution I’ve found to supporting this is to list out the main attractions in your area in the top portion of the listing description and put the estimated travel time right there. Here’s an example from one of my listings:

18. Can I have directions to the property

Airbnb has a section where you can provide directions in the app. This is essential but take it a step further and picture how frazzled you can be while traveling. I always anticipate that it can be a bit hectic for my guests the day before and I send a message with directions. If they ask for this earlier than my scheduled message, I just go into the scheduler and send the response.

19. Do Airbnb’s have toiletries

The best way to answer this is in your listing description AND to provide photos in the listing of what’s provided. This way there’s no question and will prevent guests from asking those questions. Below is an example of listing pictures that I’ve included in a listing of mine of toiletries.

20. Can we drop off luggage early

This one is totally up to you and the kind of listing you have but this is a question I get often as a host. For some of my listings, I can accommodate this and allow it, for others it wouldn’t work due to space and cleaning schedules. Unfortunately, the only way to automate this one is to respond with no otherwise you’ll have to tackle this question with each new guest.

21. What’s parking like by your place

You can provide basic parking information on the Airbnb app but it’s also essential to include in your House Manual. If there are any parking restrictions, make sure to be completely upfront with your guests about this so they are well aware prior to booking and staying at your listing.

During Their Stay

22. How do I work the fire pit

I’ve found that having 4×6 acrylic signs around the house can be extremely helpful for guests. If you have any luxury type amenities, you’ll want to include signs in your listing. Below is an example of a sign I have in one of my listings for the gas fire pit.

23. I can’t seem to get the wifi to work and what is the wifi information

This is another one where a sign comes in handy. Also your Airbnb Welcome Book is a great spot to have your guests read about operating and basic trouble shooting if the wifi seems to not be working. Poor wifi is the bane of my existence and one of the most annoying things to try and help a guest with over messaging or phone.

For more details about an Airbnb welcome book, check out #5 & #6 in this article!

After Check Out

24. We broke XYZ item

Airbnb now has AirCover, praises!, for these types of situations. You no longer need to ask guests for deposits with this new coverage. All you need to do is follow their guidelines for submitting a claim and they have you covered as a host! Most of the time, guests are not going to tell you if they broke something and if they do, it’s awesome, but I find it’s not until check out.

25. I think I left XYZ item behind, can you mail it?

UGH this has to be my least favorite thing to do for guests ever! To be honest, if my cleaners don’t find it when turning over the property, I tell them it’s lost because with back to back bookings, it takes so much extra time. However, if you can accommodate mailing something for a guest, be generous and cover the shipping yourself. Unless it’s outrageously expensive, this will only add a positive spin to the end of their trip.

26. I have a package that is being delivered and it came late, can you forward that to me?

Believe it or not, I have had this question multiple times. I feel super anxious about handling people’s mail so I always ask them to have the postal service intercede the package and redirect it. Especially with other guests checking in, there’s liability for a lost package.

27. Could we get a discount if we book again?

Reward loyalty! Extend a slight discount if they do book again, and ask, especially if they were an easy guest.

This post was all about “does airbnb provide towels?” and other questions hosts will get from their guests.