Monthly Archives: July 2009

This guest post was written by Heather Bayer, visit her website at www.cottageblogger.com

Whether a busy rental management agency or an individual property owner, we all want the same thing at the start of a rental – a smooth transition with happy guests checking in to their property without any hassle.  Good preparation is the key to a problem-free check in and these 5 hassle proof methods go a long way to ensure the only feedback is a positive review at the end of the rental.

Access –  Some  of the most common problems occur at the entry to the property. It could be a battery failure on a keyless entry system; an incorrectly input code  for a lockbox, or a misunderstanding about the location of a hidden key.  Whatever the issue, having a problem with access is the last thing a rental guest wants to deal with after a long journey with several fractious kids in the back of the car.  Prepare for a potential problem by hiding a spare key somewhere on the property so you can supply the location information if required.

Cleanliness – It goes without saying that properties should be spotlessly clean when guests check in but lack of attention to detail can cause issues. Using a changeover checklist that a caretaker or property manager follows will ensure a pristinely presented property and no opportunity for complaint.

No surprises -  When photos on a listing are the only reference a guest has to show them what to expect, any changes that are made without letting them know can have an impact. For example, changes in bed configuration; replacement of a VCR with a DVD player;  or the absence of an amenity that was advertised.  This is a great reason to keep listings updated!

Guest guide – Guests often have questions they forgot to ask during the booking process and you can guarantee they will want them answered the moment they check in. ‘Can I use the wood stove?’; ‘Where is the nearest grocery story?’; ‘What type of fish are in the river and what bait do I need?’ are just some examples.  Your Guest Manual is the place to provide all the information they could possibly need and should be as comprehensive as you can make it. Along with tourist information and a good supply of maps, they can settle down with these after checking in, and have all their possible questions answered.

Everything in working order – Having a quick check of all appliances, bedside lamps, barbecues, and anything electrical or mechanical, before your guests arrive will promote a smooth check-in. Keep the manuals handy to avoid the call at midnight asking how the microwave works because they want to make popcorn!

And my number 1 tip for a great check –in…

Leave a gift basket for your guests with some baked goods and preserves from the local farmers market, along with a welcome card and a vase of fresh flowers. Make sure there are some lights on and classical music softly playing on the stereo.  Who would not be delighted with that gesture?

Heather Bayer is President of CottageLINK Rental Management, www.clrm.ca one of Ontario’s leading rental management agencies. She is the author of Renting Your Recreational Property for Profit published by Self-Counsel Press, and is a passionate advocate for improving standards in vacation rentals. Her blog www.cottageblogger.com provides a wealth of information to assist rental property owners maximize occupancy.

Did you know that 9 out of 10 vacation rental guests intend to rent again, according to a recent PhoCusWright study? A thorough analysis of FlipKey guest reviews proved that 85% of guests rate their stay as positive.

While the vast majority of renters are thrilled with their rentals, we do occasionally come across a negative review from an unsatisfied traveler (gasp!). Here at FlipKey, we compiled a list of the most frequent reasons travelers leave a negative review. Based on this list, we came up with a few suggestions to ensure your guests leave happy and keep coming back year after year!

Suggestion #1: Clean Properties Attract Sparkling Reviews

A dirty property is by far the most common reason for vacationers to swear off a property. Moldy showers, musty carpets and grimy linens are the biggest turn off when settling into a rental. It is well worth it to do a bit of research and hire a responsible cleaning team to do the dirty work for you.

Suggestion #2: Maintain Your Property

Property maintenance is simple. Doors have to lock. Hot tub water flow should be hot. And dryers ought to dry. Otherwise you will have a disappointed guest on your hands, especially if the amenity in question was an initial selling point. There is nothing less appealing to a renter than missing precious days of vacation to wait for the repairman to fix the fridge. If you are aware of an issue, have it taken care of before their check-in date. If this is not a possibility, drop them a phone call so they have a heads up and offer a sincere apology or a discount.

Suggestion #3: Make Sure your Décor is Up-to-Date

Renters expect their surroundings to be uplifting and appealing, not tired and tattered. Sagging mattresses, burnt pans and dingy drapes will drag down the image of your property. Easy fixes like a fresh coat of paint and a simple duvet cover can work wonders to ensure an enjoyable stay.

Suggestion #4: Be Honest and Accurate in Your Property Descriptions

When travelers choose a vacation home, they rely heavily on the description and photos you provide. It is essential that you are honest with guests about what exactly they should expect. If the beach is a 10-minute walk across a busy street don’t advertise that it’s in the backyard. On that same note, a pull out couch is not a 2nd bedroom. Talking up your property to the point of misrepresentation paints the wrong picture in a client’s mind and will leave them feeling deceived. Instead, be candid, and your guests will be more likely to return.

Suggestions #5: A Hassle Free Check-In Process

You only have one opportunity to make a first impression, so don’t mess it up! Contact your guests a week before their arrival date and smooth over the details: send directions to both the key pick up location as well as the property itself. Provide them with phone numbers to a main contact person, repairman and maid. Even more importantly, make sure someone is available to answer their calls! Just knowing that you are easily accessible will make a world of difference in your client’s eyes.