Managing Guest Expectations

As vacation rentals grow in popularity, your guests’ expectations are rising and it’s important to meet and exceed those expectations wherever possible. Your listing is your primary showcase and with great photos and appealing text, you should be able to attract good quality guests to reserve their vacation weeks with you. The next step is to make sure what you provide matches up with the anticipation you’ve created, because if you disappoint your guests they will deliver negative feedback in return.

As vacation rentals grow in popularity, your guests’ expectations are rising and it’s important to meet and exceed those expectations wherever possible. Your listing is your primary showcase and with great photos and appealing text, you should be able to attract good quality guests to reserve their vacation weeks with you. The next step is to make sure what you provide matches up with the anticipation you’ve created, because if you disappoint your guests they will deliver negative feedback in return.

Here’s some tips to manage their expectations

Be Honest

Don’t post photographs that could mislead potential guests. It’s fine to focus on the best qualities but don’t hide the negatives either. For example, posting an image of a beautiful sandy beach is great as long as you make it clear how far they have to travel to get to it. Privacy ranks highly on guest criteria so be careful not to create a false impression that your property is more private than it is. Being completely open about your property will create happier guests.

Keep Your Guests Informed

Let your guests know if you make any changes or if any facility is removed or out-of-order. What may seem unimportant to you could have been the deal maker to your clients in the booking process so it is imperative you inform them if something they were expecting is no longer available. This applies to anything that is shown in a listing, either in photographs or in amenity lists.

Before they arrive

Prepare your guests for their trip with a concise pre-arrival guide. This should include information on how they will get access to the property, accurate driving directions and what they should expect when they get there. A list of basic supplies is also helpful so guests know what they should bring. Use this document to prepare them for any quirks of the property such as water supply and septic systems, and garbage disposal instructions. In short, if guests will encounter significantly different ways of handling everyday household activities, let them know beforehand.

Cleanliness

Issues with cleanliness are the number one complaint made by rental guests. They expect the property they have rented will be spotlessly clean, inside and out and if it isn’t will be quick to complain about it. Giving this top priority will pay back in positive reviews and repeat bookings. A year-round property should be deep cleaned at least twice a year with a thorough changeover after each rental period. Doing a regular cleaning audit and a using a changeover checklist will help make sure nothing is missed.

Provide Tourist Information

Many of your guests will have experience of hotels or resorts and not be prepared for the vast differences offered by a vacation rental. While most of the differences are positive, some people can feel like a fish out of water when they have to organize their own entertainment. You can help by supplying a comprehensive Guest Guide that lists everything that is available in the local area – restaurants, shopping, attractions, golf courses etc.