What do guests expect from a host? And what happens when you do everything you can to please them and despite your best efforts you are rewarded with a bad review? If you are a new host in the vacation rental industry, you may not have realized it yet but when you encounter passionate and overly dramatic visitors you will feel like you are standing in front of the execution squad. Most of the time the guests who will stay in your holiday property will be very grateful and happy for all the efforts you make to please them, but every now and then you will meet a visitor who will not be satisfied with anything.
Here are some of the most unreasonable causes that are likely to lead to bad reviews – we will also give you some tips to avoid these bad situations as much as possible!
1. There are no clear house rules
It is very easy to assume that your visitors will understand the rules you have set. For example, you can state in the description on the platform that smoking is not allowed on your property. In your mind, this may mean that smoking is prohibited both indoors and outdoors. Your visitor may perceive it differently and believe that smoking is prohibited only indoors. Imagine the following scenario: “One of your guests is smoking on the balcony of your apartment and your neighbors are complaining that smoke is coming into their apartment. You will politely ask your guest to stop smoking for the rest of his stay”. But guess what will follow! They will reward you with a not-so-flattering review and point out that the rules you have set are not clear. You should read your rules and try to analyze all the scenarios that can go wrong, so that there are no misunderstandings and you do not leave room for the guests to claim that you were not clear. Some rules to focus on: Extra guests prohibited, empty the bins, wash the dishes and no pets are allowed.
2. Your property causes allergies
Many vacation rental owners use home fragrances inside their property so that the property smells “clean”. You’re probably a fan of scented sticks or dried lavender – but for some sensitive people, these types of scents can cause sneezing and severe irritation. In addition, if your property has a lot of old carpets and furniture, it could cause other types of allergies such as dust allergies. Also the sheets must be washed very well. Do not expect to be rewarded with five star reviews if your property causes allergies and itching to guests during their stay. The good news is that there are many ways you can create clean spaces that will not cause allergies and your guests will feel great staying there.
3. You did not respond quickly enough to a visitor request
It is very important to understand that as a host who will be using online platforms, you really need to be available and responsive 24/7. If as a person you do not like to connect via phone, this will likely lead to some negative reviews. These days’ visitors expect quick answers to their questions. When we say quick, we mean within an hour. If you have a busy job or have family commitments, you should consider hiring a management company to help you with your guests. Checking your emails or phone a few times a day is not enough.
4. Quite simply, your customers did not read your descriptions!
There are cases where your visitors are not good English speakers but also times where translation tools do not do their job properly. This can lead to frustrated or dissatisfied visitors about the property – mainly because they were not able to fully understand the description you prepared. Unfortunately, you will have guests who are excellent English speakers, who for whatever reason will not take the time to read the descriptions and the rules you have set. It is not uncommon for some visitors to write bad reviews about things that are clearly stated in the listing of the property. For example, they may say that your place was “too far from the beach”, that “it is not within walking distance from major tourist attractions” or even that “the property does not have a swimming pool”. This can actually happen, despite the fact that you have clearly wrote it in the property listing. For example, you may have written “20 minutes walk from the beach” or “requires a car rental to access major attractions”. Sadly, some guests do not think “this is what was listed so fair enough”, but rather think this way “it would be good if it had this” and they write it down in their review. Unfortunately, there are few things you can do when visitors write this kind of reviews, you cannot change the way people think!
In short, to satisfy your visitors you have to be very communicative. Make sure that what you have written in the listing is 100% clear and there is no room for misunderstandings. During the check-in, try to provide useful information about the area and the property. If you prepare a welcome pack with a bottle of wine, a bit of coffee, some milk (there are many options) you will earn significant points. It is also a good idea to send a message to your guests on the second day to make sure everything is OK and there are no problems. It is also important to send a message one day after check-out to make sure your guests had a good flight and arrived safely at their destination. In this message you can also ask politely for a good review and explain to them how important this is for for your business. Of course, as important as the above are, you cannot expect much if your property is not in good condition. Sometimes there will be bad reviews as well and whatever you do for some people will not be enough, the important thing is to limit them as much as possible.
Do you have a tourist property and would like to charge more for renting it? Does your property not receive the number of reservations it had in the past? By upgrading its amenities, it is very likely that you will achieve the change you desire! But before you start spending your money on upgrades, keep in mind that not all amenities are made equal and do not have the same return.
According to AirDNA, a data platform for short-term rentasl, some amenities are much more cost-effective than others – especially in increasing occupancy levels, daily rates or both.
Hot Tub
If your property is in the mountains where the climate is colder, a hot tub can be a very smart choice. Of course this does not mean that it is unnecessary in coastal areas. Properties with hot tun, no matter the area can have a higher average daily price as well as higher occupancy rates compared to those without. But you have to be careful about the property you are going to place it in as they have a significant cost. Both the initial and long-term costs are not negligible so weigh all the data well before installing one on your property.
Fireplace
A fireplace increases the average daily rates in all areas and also improves occupancy rates, especially in mountainous and rural areas. Although it is considered as a plus, it is very useful in coastal areas so if your property does not already have a fireplace, adding one is probably not worth the investment.
Washer / dryer
Installing a washer and a dryer can be a great way to earn more per booking. According to the data, washing machines and dryers significantly increase the daily prices in every area. They also significantly increase occupancy rates in all areas and especially on coastal areas.
Just keep in mind that a laundry will significantly increase your property bills especially if the tenants stay for long periods of time. You need to be prepared to pay bigger bills as well as any maintenance costs that may be incurred.
Dishwasher
A dishwasher is just as popular and is something that can help an owner upgrade their tourist property. It’s also a great way to enhance your guest experience. After all, no one likes to clean dishes by hand.
Smart TV with Streaming services
Watching your favorite series on a big screen is much better than watching it on your tiny cell phone screen. If combined with a comfortable sofa, a well-designed space and a glass of wine, so much the better. Your guests will love a Smart TV will have at least Netflix. The best part is that almost everyone has their own account and can use it anywhere, so you do not have to pay extra for a subscription.
Accommodation for pets
Allowing pets on your property is a surefire way to generate more revenue. Pet-friendly tourist properties not only have higher daily rates but also higher occupancy rates which translate into more bookings and revenue.
As a host, taking advantage of this trend is very easy and all you have to do is change your property policies. If you really want to reach out to pet owners, you can add bowls for water and food as well as a few other touches.
Barbecue or grill
A very popular activity that tourists do to spend their day is lighting up the barbecue. For this reason, it is not at all surprising that guests are often willing to pay more for a property that has a private barbecue or grill. Also note that a good barbecue can offset the disadvantages of a small kitchen.
Coffee machine
Does anyone remember what life was like before coffee? For many of your guests’ coffee is very important and the opportunity to make their own quality coffee may add a touch of luxury to their vacation, while to others it will provide the opportunity to continue an important routine of their daily lives.
The choice of Coffee machine will depend purely on the tourist market you are targeting, your budget and the space available. There are plenty of options, so whatever it is make sure you add some instructions to your house manual.
Bonus: Unique decoration
A unique decoration is a simple way to make your property stand out from the competition. Visitors see many properties with similar furniture, bedding, lighting and décor. Filling your property with unique decorative elements catches the eye and brings more clicks your way!
Dazzle your prospective guests with a chandelier in the living room, a unique dining table and elegant lighting in the kitchen. Bedrooms with unique furniture are a must and a featured wall in the bedrooms are a welcome addition. Our advice is to hire a professional decorator. It is a cost that will enhance the value of your property for the years to come.
Conclusion
Equipping your property with the right amenities can play an important role in how successful your tourist property will be. Something to always remember: While adding some of the above amenities will greatly improve your income, none of them are free. As an investor, you should make sure to weigh the initial cost and maintenance costs for each of the amenities before installing, especially for larger ones such as the washing machine or hot tub.