What We’ve Learned from 6,000 Guest Reviews (and 20,000 Bookings)

At Red Kite Hosts, we’re proud to hold an average rating of 4.8/5 stars, which is above Airbnb’s global average (source). Over the years, we’ve managed more than 20,000 bookings and collected over 6,000 guest reviews across the Cotswolds and surrounding regions.

Every review is read by our team and used to refine how we work. We believe real guest feedback offers the clearest possible insight into what makes a great stay. In this post, we’ve included real anonymised guest comments to show exactly what guests notice and appreciate most.

Our goal has always been to keep improving, we're targeting hitting 4.85, and eventually as close to 5 stars as possible. Here’s what those thousands of reviews have taught us about what guests care about most, and how we make sure those details are consistently delivered.

Cleanliness: the most talked about theme

Cleanliness is the single most mentioned topic in guest reviews. It appears more than anything else, because it is the first thing guests notice when they arrive.

Across our portfolio, nine out of ten mentions of cleanliness are positive, describing our homes as spotless, immaculate, and hotel-standard. However, roughly one in ten includes small notes about details like dust or a missed spot.

Expectations have changed. Guests today are looking for the cleanliness standards of a top hotel. That’s the standard every short-term rental is judged against.

We’ve built a detailed housekeeping process that includes home-specific checklists, photo verification for key tasks, and regular deep cleans. We also have one dedicated housekeeper, or a small team, per home who know the home inside-out, with every new housekeeper trained and audited to ensure standards remain high.

“Absolutely spotless, one of the cleanest places we’ve ever stayed.” – 5★ guest

“A beautiful and unique place to stay. Well equipped and lovely and clean.” – 5★ guest

“Mostly very clean, just a touch of dust on the skirting boards.” – 4★ guest

Sleep and comfort

Comfort shapes how guests remember their stay. Around one in five reviews mentioning sleep or beds show how closely comfort links to overall satisfaction.

We work with our home owners to ensure comfortable mattresses and source high quality bedding with mattress protectors, and have standardised our linen and presentation. We also pay attention to quieter details such as lighting and soundproofing so each stay feels relaxing and well-prepared.

“The bed was unbelievably comfortable. I slept better than I do at home.” – 5★ guest

“Lovely linens and pillows. The whole place felt so cosy.” – 5★ guest

“The bed was a little firm for me, but otherwise perfect.” – 4★ guest

Maintenance

Sometimes things go wrong, it’s inevitable with any property, but what matters most is how prepared you are to resolve them quickly and professionally.

At Red Kite, we log the model and serial numbers of every appliance across every home. This allows our team to diagnose issues remotely, often providing quick solutions for guests without needing to interrupt their stay.

If an in-person fix is needed, we work with approved local contractors who already know each property and can access them securely through secondary lockboxes if guests are out and have taken the key. This ensures problems are resolved efficiently while protecting the guest experience.

“Having not used an Aga before it confused us at first, but Red Kite sent a video that sorted it instantly.” – 5★ guest

“Small issue with the tap on our third day but fixed with an hour of reporting it.” – 5★ guest

“A minor repair to the shower needed during our stay, but it was handled quickly and professionally.” – 4★ guest

Heating and hot water

Heating and hot water systems can be confusing, especially for guests who aren’t used to a system different to theirs at home.

That’s why we provide clear instructions for every home, included in each property’s digital guidebook. For more complex systems, we go further by including step-by-step videos showing exactly how to operate them.

Behind the scenes, our team also keeps full system details on file, including fuse box locations and boiler information, so we can support guests remotely and provide fast, accurate guidance when needed.

“The heating worked great once we’d followed the instructions in the guidebook.” – 5★ guest

“Easy to get warm and cosy even on a wet weekend.” – 5★ guest

“The smart thermostat took a minute to understand, but the Red Kite team replied fast.” – 4★ guest

Check-in and access

A smooth check-in sets the tone for the entire stay, so we’ve designed our process to be clear, simple, and stress-free.

Our check-in messages include everything guests need upfront: travel directions, the exact What3Words location, parking information, step-by-step lockbox instructions, and access to their digital guidebook from the moment they book. This ensures guests can plan their trip with full confidence and arrive knowing exactly what to expect.

“Couldn’t have been easier, the arrival instructions were so clear.” – 5★ guest

“Great communication and easy access, even when arriving late.” – 5★ guest

“We found the lockbox hard to find initially but once we opened the guidebook there were photos showing where to locate it.” – 4★ guest

Other common guest priorities

Parking: Guests like knowing exactly what to expect. We try and be as clear as possible with what the parking setup is at each home - off-road, on-road, parking permit included, or paid nearby. We also aim to be as clear as possible with hpw many vehicles are likely to fit when off-road parking is provided, or if there is a limit to how many vehicles we can provide a permit for.

“Private parking hard to find in Cheltenham but it made our stay really easy” – 5★ guest

“On road parking was sometimes tricky to find but Red Kite were very clear with the options” – 4★ guest

Wi-Fi: Reliable internet is now essential. We publish the actual speed in each listing and include clear instructions in our guidebooks.

“Wifi was fast and stable all week, ideal for remote working.” – 5★ guest

“Connection dropped once but reset easily with the instructions provided which sorted it out” – 4★ guest

What positive reviews tell us

Most reviews highlight three recurring themes:

• Consistent cleanliness and presentation.
• Fast, friendly communication (we respond to every message within an hour).
• Clear information that makes every stay simple and stress-free.

We’re proud of the 4.8-star average those reviews reflect, but we never stop improving. Every review is read, logged, and considered. When we see opportunities, whether it’s upgrading a mattress, increasing clarity in a message, refining a process, or adding a new amenity, we act on it.

For holiday home owners

Maintaining a 4.8-star average across 20,000 bookings requires strong systems and constant attention to detail.

For individual hosts, keeping up with that level of care can be challenging. That’s where a management company makes a real difference -  analysing reviews, spotting small details, and implementing improvements that protect your reputation and increase guest satisfaction.

At Red Kite Hosts, that’s exactly what we do.

Want your property managed to industry-leading standards? Get in touch.

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