Now matter how well you treat your guests or how professional your operation is, sooner or later someone is going to complain. With the advent of online reviews, if a disgruntled guest wants to retaliate they now have a place to do it. You must have a plan in place to handle the unexpected breakdowns and misunderstandings that arise out of your rental policy, rules, and regulations. Every aspect of the operation, from the inquiry and booking process to the check out and follow-up should be simple and seamless, so that your guests can focus on the vacation experience.
Policy Complaints and Misunderstandings
Be certain that the guest has read and fully understands your rental rules and policies. That means having everything spelled out on your website and on your rental agreement; cancellation policies, rules and regulations, guest conduct, adverse weather, and check-out procedures. Signed copies of your rules and regulations should be kept on file in the event of a dispute or chargeback. Post a copy of your rental rules in a conspicuous location like the back of the entry or bathroom door. If a guest has a problem with your rules or policies you must be able to show them where they signed off on the rental agreement and explain to them why it needs to be enforced.
Breakdowns and Meltdowns
Poor communication is almost always the real problem. I always ask my guests to contact me immediately if they have any questions and I make sure they know that I can fix almost any problem – if I’m aware of it. When something breaks down in the unit or the guest needs some personal attention you need to have a response team ready. If you’ve never had a phone call in the middle of the night from a guest in a panic you haven’t been doing this long enough.
To prevent a manageable problem from becoming a major inconvenience to the guest you need to be able to handle the situation quickly and efficiently. Find a local person or service to act as your emergency responder. Hybrid management companies (like mine) specialize in “for rent by owner” support services. The key is to be prepared for the unexpected.
Guest Reviews
Set up a Google alert and conduct an audit of your reviews on a regular basis. The best way to protect against negative reviews is to make sure you have plenty of positive reviews out there in cyber space. Offer an incentive to your guests for sharing their vacation experience with the world. If you receive a negative review and you were at fault – admit it. But choose your battles carefully. You don’t want to start an online spitting contest. Almost all review sites give the service provider a chance to tell their side of the story and people still appreciate honesty. If the guest was truly inconvenienced you may want to consider a small refund or some other form of compensation. Sometimes just being a good listener and offering a sincere apology is all that’s needed to put things right.
The moral of the story? No matter how hard you try some people will never be happy. Try not to take it personally. Remember that you’re in the hospitality business and the customer is king. That’s why many owners choose to work through a property manager, they don’t want to have to stand there and smile while Mrs. Angry is screaming about how the lack of hot water ruined her vacation. The best advice I can give is treat your guests with respect and sincerity – just as you would want to be treated. Happy Renting!