This week marks the beginning of our third year with booking.com so hopefully we can share our experiences to benefit others. We have a small upmarket 3 bedroom homestay BnB in Australia, so these reflections may not be for all. Also we travel a lot so are blocked out quite frequently. In the first year we achieved a rating of 9.8 but have recently improved to 9.9 so still learning but very happy with this. We put this down to three main factors. We just love the experience of meeting and sharing stories with our guests. We upgrade when possible. And we share a lazy full breakfast with all guests with no time limits. Our other policies include full disclosure up front (e.g. no smoking in our home etc.), no deposit (payment before leaving), and providing tourist services (local and nearby attractions, brochures etc.). Just sharing time with our guests is, we believe, the most rewarding thing we can provide and contributes to the satisfaction factor. Hope this helps other new hosts. Cheers.