This as-told-to essay is based on a conversation with Michael Townsend, a 35-year-old Airbnb owner who owns a property in Cooperstown, New York, and charges a higher than usual cleaning fee.
This decision was shaped by his early experiences and the unique challenges of maintaining his property.
This story has been edited for length and clarity.
Greetings from Cooperstown!
I’m Michael Townsend, a 35-year-old vacation rental owner who, along with my partner Jessica, dove headfirst into the world of Airbnb a few years back.
We manage a charming cottage in Cooperstown, New York—a quaint little town that’s as picturesque as it is serene.
Nestled in the heart of upstate New York, Cooperstown is famous for its rich history and beautiful landscapes, making it an ideal location for our vacation rental.
What started as a modest investment quickly turned into a significant endeavor that demanded a lot more than we initially anticipated.
The journey has been filled with unexpected challenges and rewarding experiences that have taught us valuable lessons about hospitality and entrepreneurship.
Starting Out
The journey began in late 2020.
As the world shifted due to the pandemic, we noticed a trend: people were choosing private homes over hotels for their vacations.
Seizing the opportunity, we purchased a small, former inn located near a state park, perfect for guests interested in escaping into nature.
The property had a rustic charm that we immediately fell in love with, and we saw its potential as a cozy retreat for vacationers.
Transforming this property into a cozy getaway for families and groups wasn’t just about buying furniture and painting walls; it was about creating a space where people could feel at home while experiencing the beauty of upstate New York.
We spent countless hours selecting the right decor, arranging comfortable seating areas, and ensuring that every detail contributed to a welcoming atmosphere.
Our first few guests were a learning experience.
We realized quickly that the standard of cleanliness and maintenance had to be exceptionally high to meet the expectations of travelers during a pandemic.
Every surface had to be spotless, every amenity in perfect working order.
This was more than just a rental—it was a sanctuary.
The Cleaning Conundrum
At first, Jessica and I managed all the housekeeping ourselves.
We took pride in every positive review and used any feedback to make improvements.
It was exhausting but fulfilling work, and we were committed to making our Airbnb a standout choice for visitors to Cooperstown.
Our initial cleaning fee was a mere $75, under the naive assumption that we could keep up with the demands ourselves.
But as bookings picked up, so did the mess.
Each guest left a little chaos in their wake, and soon, balancing cleaning with our full-time jobs—myself as a magazine editor and Jessica in finance—became untenable.
We were stretched thin, trying to juggle our professional responsibilities with the demanding upkeep of the rental.
There were days when we would wake up at dawn to clean the property, only to rush off to our respective jobs.
Our weekends disappeared into a blur of vacuuming, mopping, and laundering linens.
It was exhausting, and we realized we couldn’t maintain this pace without burning out.
Deciding to Raise the Fee
The constant cycle of cleaning and preparing the property for new guests started to take a toll on us.
We found ourselves constantly stressed and fatigued, with little time left for ourselves or each other.
The joy of hosting began to fade under the weight of endless chores.
We also began to notice that our initial cleaning efforts, while earnest, were not enough to meet the high standards expected by our guests.
Despite our best efforts, there were always corners missed, and wear and tear on the property became more evident.
This led to some complaints and lower ratings, which was disheartening after all the hard work we had put in.
By 2021, the need for professional cleaning services was clear.
The sheer volume of work and the level of cleanliness required were beyond what we could handle on our own.
We began researching local cleaning companies, seeking out those with excellent reviews and a reputation for thoroughness.
We raised our cleaning fee to between $200 and $400, varying by season.
This wasn’t a decision we took lightly. It was driven by several factors:
1. Property Size and Layout
Our cottage spans over 2,000 square feet, includes multiple bedrooms, extensive outdoor areas, and a swimming pool.
Each of these spaces requires meticulous attention to ensure they meet our high standards.
The extensive layout means that every nook and cranny must be spotless.
From scrubbing the pool tiles to polishing the hardwood floors, the cleaning process is both labor-intensive and time-consuming.
2. Seasonal Demand
Summer sees a surge in bookings, with the pool requiring regular maintenance.
We found that guests tend to make more of a mess during this season, likely because they spend more time enjoying the indoor and outdoor amenities.
In winter, guests often bring in mud and snow, necessitating deep cleaning of carpets and upholstery.
Each season presents unique challenges that require different cleaning strategies and resources.
3. Quality of Service
We aspire to offer a cleanliness standard that rivals top hotels.
This isn’t just about aesthetics; it’s about providing a sanitary, comfortable environment that enhances the overall guest experience.
Our commitment to cleanliness has earned us glowing reviews and repeat guests, which in turn helps justify the higher cleaning fee.
It’s a virtuous cycle that reinforces the importance of maintaining high standards.
Initially, we worried that the higher cleaning fee might deter potential guests.
However, we found that most guests were willing to pay a premium for a guaranteed spotless and well-maintained property.
They appreciated the peace of mind that came with knowing their vacation home would be clean and comfortable.
The additional revenue from the cleaning fees allowed us to hire a professional cleaning team, who brought their expertise and efficiency to the job.
This not only freed up our time but also ensured that our property was always in top-notch condition, ready to impress each new guest.
Guest Experiences and Operational Insights
Running this Airbnb has been a revealing experience in human behavior.
We’ve seen the spectrum: from guests who treat our place with impeccable respect to those who forget their manners at home.
We once discovered a wall in the living room mysteriously punched through—a baffling and frustrating situation.
Instead of a simple patch job, we remodeled the entire wall, which thankfully made the space feel larger and more open.
One thing has become clear: guests appreciate not having to clean up before they leave.
This policy, while it means a higher fee, has been a key selling point.
It’s something that sets us apart in a market where many hosts still ask guests to take out the trash or strip the beds.
By providing a truly hassle-free experience, we’ve been able to foster goodwill and positive reviews.
There’s a certain satisfaction in knowing that our guests can fully enjoy their stay without the stress of tidying up on their last day.
This small luxury is part of what makes our property special.
Our guests have commented on how relaxing it is to simply pack up and leave, knowing that they don’t have to worry about the state of the house.
We’ve also learned a lot about what makes a stay memorable for our guests.
Little touches, like providing a welcome basket with local snacks and a handwritten note, go a long way in making guests feel valued and appreciated.
We make it a point to include recommendations for local attractions and dining spots, ensuring that our guests can experience the best of Cooperstown.
The feedback we receive is invaluable.
We actively solicit reviews and comments, using them to continuously improve our offerings.
One guest suggested adding blackout curtains to the bedrooms, and after implementing this change, we received several compliments on how well our guests were able to sleep.
Our commitment to maintaining a high standard of cleanliness and comfort has also led to repeat guests, who return year after year, knowing they can expect a consistently excellent experience.
This loyalty has been incredibly rewarding and has reinforced the importance of our cleaning policies.
Another valuable lesson we’ve learned is the importance of clear communication.
We make it a point to respond promptly to inquiries and address any concerns our guests may have before, during, and after their stay.
This proactive approach has helped prevent misunderstandings and ensured that our guests feel supported throughout their visit.
Looking Ahead
Jessica and I are constantly thinking about how to enhance our service.
We’re exploring adding more properties to our portfolio and considering unique offerings like themed stays or exclusive packages that include local tours.
We’ve also begun to partner with local artisans and businesses to provide our guests with curated experiences, from wine tastings to guided nature hikes.
These added touches not only enhance our guests’ stays but also support our local community.
We host seasonal events that showcase local talent and culture, inviting guests to participate and immerse themselves in the local way of life.
This has not only enriched our lives but has also strengthened our ties with our neighbors.
We believe that by offering a unique, personalized experience, we can stand out in a crowded market and build a loyal customer base.
As we look to the future, we’re excited about the possibilities.
We’re considering investing in eco-friendly upgrades, such as solar panels and energy-efficient appliances, to reduce our environmental impact and appeal to eco-conscious travelers.
We’re also exploring the idea of offering wellness retreats, complete with yoga sessions and spa treatments, to cater to guests looking for a rejuvenating escape.
Financial Perspectives
The rental doesn’t replace our full-time jobs in terms of income.
But it’s a substantial supplement that allows us to reinvest in the property and save for our own adventures.
We’ve established a reserve fund from the excess cleaning fees for repairs and replacements, which keeps the property in top shape and ensures we rarely have to ask guests to pay for damages.
Community and Lifestyle Impact
Living in Cooperstown and running this Airbnb has changed our lifestyle.
We’ve become more connected to our community, often collaborating with local businesses to enhance our guests’ experiences.
It’s a symbiotic relationship that supports local commerce and enriches the stays of our visitors.
We Aim to Keep Renting Out This Property and Generating Income From it
This Airbnb venture has been a journey of discovery—about the hospitality industry, our guests, and ourselves.
It’s taught us about resilience, adaptability, and the importance of maintaining high standards.
We look forward to many more years of welcoming guests to our beloved cottage, providing them a clean, comfortable, and memorable stay.
Running a high-end vacation rental isn’t just about managing a property; it’s about creating experiences and making connections.
It’s a demanding job, but one that is immensely rewarding.
Whether it’s through the sparkling reviews we receive or the repeat guests who come back year after year, it’s clear that our efforts—and our cleaning fee—are well worth it.
