Daily Archives: July 27, 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.