Cleaning your rental property may not be the most glamorous task, but a clean space can improve your reviews online and increase repeat bookings. While the usual cleaning suspects are critical—including vacuuming, cleaning the kitchen, and scrubbing the bathrooms—sometimes the little details can have more of an impact than you realize. Here are a few easy-to-tackle but often-overlooked areas that can make a big difference in the appearance of your property.
The microwave can get really dirty in a short amount of time. Since the inside of the microwave isn’t the first thing renters see, it’s often overlooked. But when someone opens the microwave and finds it dirty with the previous renter’s food, it can sour a positive first impression. Even worse, with the amount of food allergies today, dirty microwaves can be dangerous. Here’s a simple trick for keeping it spotless:
Fill a small bowl with about one cup of water.
Cut a lemon in half and squeeze the juice into the bowl.
Place the bowl in the microwave and cook on high for three minutes.
Let the bowl sit, uninterrupted, for five minutes.
Open the door and remove the bowl. Wipe down the ceiling and walls of the microwave. Sometimes the turntable can be removed and washed in a sink, if necessary.
Just like the microwave, the inside of the dishwasher can become very dirty, and has the potential to turn a positive rental experience negative very quickly. Take a few moments to clean it out between renters for sanitary reasons, and to avoid mold and future damage to the appliance. The dishwasher can also be cleaned while you are tackling other items around the house.
Remove any excess food particles.
Pour baking soda on any food stained areas and let sit for five to 10 minutes.
Use a small sponge or toothbrush to wipe away baking soda. Some stains need to sit for a longer period of time than others. Bonus: Baking soda also helps cut down on food odors.
Pour two cups of vinegar on the bottom of the dishwasher.
Run the dishwasher on energy saving mode.
Let it sit closed after the cycle is completed for about 20 minutes.
Open and wipe down the inside. Vinegar will help remove food stains as well as hard water stains.
Lots of renters won’t even use the oven if they are on vacation. Regardless, it’s important to check its condition between renters. If a food spill is left unchecked, it can lead to smoke, odors and even fire. For difficult food spills in the oven:
Place an oven-safe bowl of water on the middle rack.
Set the temperature and 450 and bake for 20 minutes.
Wipe down the walls of the oven. Use towels and sponges as required to remove baked-on food.
One of the places most people forget to clean is located right above their heads. Ceiling fans, picture frames and vents all collect dust. No renter wants to turn on a ceiling fan on a hot day, only to create a dust storm. Purchase a long handled duster, and wipe all of these high and hard-to-reach areas down in between rental agreements.
Even if a home isn’t perfectly clean, certain smells can give a cleaner impression. Use universally pleasing scents such as vanilla or lemon to make your rental property feel crisp, clean and warm when renters arrive. While you can use air fresheners or candles, you can also dab a bit of vanilla scented oil onto a cotton ball and place it in the air filter of the vacuum. When you run the vacuum, it will infuse the air.
Pro Tip: Create a Cleaning Kit
Most rental agreements specify leaving a space “broom clean.” The act of simply leaving cleaning supplies where renters can see them and access them encourages cleaning. Assemble a small cleaning kit on every floor of your rental home, and stock it with fresh, easily recognizable cleaning products. Make sure the product labels and instructions are easy to read. If you have special instructions on how to clean something, such as the kitchen counters, make sure to include these instructions in written form near the applicable cleaning products.
Here’s what to include in the cleaning kit:
Instructions for cleaning
Paper towels and rags
Bathroom cleaners — toilet, shower, floor, etc.
Make sure to exclude anything that could cause damage to your property if used improperly, such as bleach.
Keeping a rental property in top form is easy if you establish a cleaning routine that encompasses all areas of the space. It is important to leave nothing out, and complete the same tasks every time the property is rented. Create a checklist for yourself, or your property manager, to ensure nothing falls between the cracks.
About the Author Bonnie Dewkett is a cleaning and organizing expert who writes for Quill.com and The Joyful Organizer. She is passionate about helping people declutter and loves to see the positive impact that getting organized has on their lives.
Today’s internet audience is likely familiar with the birth of the common travel blog: an individual becomes anxious to explore the world outside of his or her 9 to 5, cubical career and drops all convention in favor of traveling the world and writing about the experience. In fact, this story is likely to become even more prevalent; it is estimated that between 2011 and 2014, the number of blogging individuals rose 31%. Regardless of this growing supply, there is equal demand from readers grasping at the stories and photos that bloggers have to share, and this audience continues to grow. What was once considered a hobby or a way for an individual to share experiences with friends and family is now a full-blown authoritative medium in the realms of travel, art, journalism, education, and business, among others. Relevant travel companies, large or small, would be careless to ignore the potential that these bloggers present towards their goals.
Blogs Build Trust
While many travel companies have cleverly created their own blogs in order to interact with new audiences, full time travel bloggers have something that these companies normally do not – a different set of eyes and ears with the time dedicated to experience those worldly subjects firsthand, taking down observations along the way. According to SearchEnginePeople.com, blogs are the 5th most trusted source for online information. Take that insight augmented by the fact that travel bloggers are writing first-person accounts of their particular experiences and you have a relationship between blogger and reader that is difficult for any associated enterprise to replicate. Dave and Deb, the travel blogging geniuses behind ThePlanetD.com, describe this difference, “Travel bloggers have a lot to offer brands. We lend a human voice to the corporate entity and bring in a new audience to their product or destination.”
More than Just a Travelogue
Maintaining a blog may only incur a business the cost of the time it takes to do the job, but the perspective of any one staff writer is bound to give the blog a nearsighted view. Having access to original photos and anecdotes to feature on a company blog is precious and difficult to attain, fortunately there is an army of inquisitive travel bloggers working every day to share these things with travel companies. What’s more, the power of bloggers doesn’t stop at their domain names; they also wield the influence of social media and may have strength in areas that many companies lack. Nelson Carvalheiro, a seasoned blogger via NelsonCarvalheiro.com, expands on the subject saying, “Travel bloggers can and must offer much more than direct influence and access to their communities for the brands that they work with. They are digital experts and can help travel brands make their digital communication strategies more relevant to their own communities.”
Blogger to Business Relationships
This past spring, my colleague and I had the privilege of attending the Travel Blogger Exchange (TBEX) Conference in Spain. During the event, we met so many talented, enthusiastic, and intelligent bloggers working in the travel sphere. Some of these bloggers have been honing their craft for years, cultivating enormous followings and finding new ways to excite and inspire readers. Many of the bloggers that we met have a definitive brand – in fact, in most cases, the blogger is the brand. They have audiences from all over the world, including every demographic. The most telling observation that I noted after speaking with these bloggers is their eagerness to work with travel brands and help those brands tap into their travel blogs’ audiences. But it doesn’t stop there — they want to create long-lasting relationships with these companies rather than constantly shuffle between off-handed freelance opportunities. They want to align brands, thereby creating a symbiotic relationship that their readers and a business’ customers will both benefit from. “There needs to be trust and belief on each side,” Dave and Deb explain, “It is all about having a willingness to collaborate and discuss the needs of each other.”
Travel blogging is consistently on the rise, so in order to stay relevant in the industry, I would advise corporations to get to know more travel bloggers. Read their work, talk to them about their brands, and include them in ideas. They are a wealth of personalized travel knowledge and many brands will benefit from this fast-track connection to the most relevant audience available. Besides, having travel-savvy friends across the globe never hurts!
And yet you still face “The Case of the Disappearing Guest.”
That is: you have a promising early exchange with a potential guest, the ball seems to be steadily rolling toward a booking, and then they simply vanish—never to be heard from again, no matter how many follow-ups you send.
With all these checkmarks working to your advantage, what the heck happened?
In my 20+ years as a vacation rental guest, I’ve been through the inquiry process many times…from the other side of the potential transaction. Allow me to be your case study.
In the below article I’m going to share with you a few of my most memorable booking experiences, and why they’ve stuck with me. (These are real-life examples, but I’ll leave out names to respect the privacy of the owners.)
In The Bookings Race, the Hare Usually Wins
We vacationed in Sandbridge, VA in the summer of 2013. We didn’t want to stay in Virginia Beach (too busy) and OBX was booked. I luckily struck on Sandbridge, a quiet community nestled between Virginia Beach and OBX. Perfect!
I searched, sent out multiple inquiries, and then sat back for the waiting game. Except this time was different. Before I’d even sent out my final inquiry I received a response from a local property manager. It wasn’t the most detailed and personal of responses, but it had one major asset: it was rapid!
Guess what? We booked her place.
When it comes to vacation rentals, ignore the “slow and steady” argument, as well as any advice that tells you to avoid the immediate response for fear of “coming on too strong.” In the race to convert a guest inquiry, the speed of response is probably the biggest factor in locking down a booking. And the easiest, too.
How fast should you respond? As fast as possible, really.
After all, the modern vacation rental guest is generally always “on,” and always ready to book. Especially the millennial generation, who were raised on instant access and fast communication. If you can manage to respond in less than 2-3 hours, then you’re right up there with the best of them (within reason, of course – you do have to sleep!).
Your Guests Have iPhones – Call Them!
It’s the age of the millennial guest, I know. But many of us gadget-crazed guests do sometimes use the phone for its traditional use!
Case in point – I was headed to Sanibel, FL last year with my family. I sent out some inquiries and received a call from an owner who wanted to know if I had any questions about the property.
I confess; I was a little taken aback. I didn’t expect a call. But after 10 seconds of adjusting and composing, I settled in for a great chat, and 5 minutes later I’d booked a stay at his 2-bedroom condo. Afterward, I received responses via email from a few other owners. But they’d already lost out to our old-fashioned friend…the humble telephone!
Equally impressive was the phone call I received from the same owner on our first morning at the condo, just to see how things were going. This is an owner who clearly cares about the entire guest experience. Cynics may suggest the owner was somehow intrusive or snooping, but I felt only positive vibes!
(As a related aside… although I’ve never received a video response to an inquiry, I have seen many examples used by owners over at Matt Landau’s Inner Circle. Highly personal and certainly trust-fostering…a great mode of replying!)
You’re Way Cooler Than Any Guide Book
My family is taking a trip this summer to Daufuskie Island, SC. This wasn’t our original plan; I’d been looking at Hilton Head Island, but an intrepid owner sold me on Daufuskie.
If you know Daufuskie, you’ll know there are no grocery stores, and you can’t drive to the island – it’s boat transfer only. Presented with a few logistical challenges, we started to wonder if Hilton Head might be the less-stressful choice. Right on cue, the owner in Daufuskie alleviated our fears with her expertise. From boat transfer choices, to online grocery shopping options—she covered it all.
Had it not been for this owner on Daufuskie, we would almost certainly have favored the easier route of Hilton Head. And on top of that, she didn’t just give functional information; she also gave us a list of local hangouts, and even a couple of local cooks who will bring prepared food right to our rental.
No bookstore guidebook can match this kind of personal knowledge. They almost always lack suggestions for the “Mom & Pop” places that us modern guests like to frequent. After all, we’re looking for that one-off local experience to remind us where we are in the world. It stems from the same value base that led us to stay in a vacation rental in the first place!
All of this is even more relevant when you consider the person tasked with finding and reserving the vacation rental. He or she has the added pressure of the group to find the perfect stay for everyone. So lend that harried person a hand, and differentiate yourself in the process!
Personalize Your Communications
As I said, those of us looking at vacation rentals over more traditional lodging are often searching for a more personal way to travel. Yes, price is important, but it’s very often a unique experience that guests are after. You can only stay in so many essentially identical places before you crave something a little different.
Use this personal angle to your advantage in all your guest communications. For example, if your potential guest mentions or marks that they have 2 kids, elaborate on your property’s kid-friendly features in your response. Something like:
We’re delighted to confirm that our villa is available for your chosen dates at the price of x.
I notice that you have two kids traveling with you. We’ve spent many happy vacations here with our own children, and we’ve got lots of amenities to keep them entertained! From the large rear garden and heated pool, to the cart of beach gear that we provide to all our guests, to the games room complete with pool table and foosball….”
I’ve seen so many inquiry responses that simply tell me the property is available. When I find a personal touch—something that shows the owner has thought about me, personally—I will pay attention, and more often than not, close the whole thing with a booking.
No more “Case of the Disappearing Guest”!
Andy McNulty is Co-Founder of Guest Hook, the web’s first vacation rental copywriting agency, and Touch Stay, a digital welcome book to help you create great guest experiences through modern technology. Having grown up on vacation rentals, he is passionate about the industry and believes its greatest asset is the personal, 1-to-1 approaches of owners and property managers.
Fine, I’ll level with you – I’m not a millionaire. I’ll give you a minute to collect yourself from that surprise.
All set? Since I’m not a millionaire, and money is most definitely an object, I make vacation purchasing decisions based on affordability and locale. I’d venture a guess that most travelers are like me, trying to find a happy medium between an incredible place to visit without breaking the bank or even robbing it.
We looked at the past 18 months of rental rates and the average weekly cost for a 2-bedroom vacation home for all our destinations in the USA, and we’ve singled out the most affordable location in each state (min. 5 listings). Here’s the list of winners and the top three reasons each is worth a visit.
Three reasons to visit: take a shrimping tour and cook up your own southern cuisine, gamble at one of the visited casinos, attend an event like the Bluff Creek Bluegrass Festival (spring) or the classic car show (fall)
Three reasons to visit: watch 70 species of animals and birds at the Beartooth Nature Center, see the gun collection and interactive cole mine exhibit at the Carbon County Historical Society and Museum, view original art from over 200 Western and contemporary artists at Carbon County Arts and Depot Gallery
Three reasons to visit: see any of the award-winning shows (like David Copperfield or Britney Spears), walk around the gorgeous hotels like The Bellagio or the Wynn (though save costs by actually staying in a vacation rental), get off the strip and see Red Rock Canyon or the Hoover Dam
Three reasons to visit: learn about Wild West legends at Buffalo Bill Center of the West, for a unique look at firearms visit either the Cody Firearms Museum or the Dug Up Gun Museum, for beautiful views look for the Buffalo Bill Dam or Teton National Forest
Vacation rental hosting can be time consuming and difficult. If it were easy, everyone would be doing it.
But you’re not everyone. You have a profitable rental property and I’m going to teach you how to put it on autopilot.
Over the past 10 years, I’ve traveled to several countries and have set a goal of traveling to two new cities every year. I always hit the goal.
When I travel, I stay at a new vacation rental every time, so you can imagine, I’ve seen it all. I’ve stayed in everything from a tiny studio in the grittiest part of San Francisco to villas near Dubai’s Marina district.
Through all this travel, I’ve met several rental owners who have taught me how to maximize my rental income with a few simple steps.
Here are 4 essential steps you should use to manage your vacation rental.
1. Marketing Is Everything
You’re a marketer by default, whether you like it or not. Your listing must stand out among the other 100+ listings in your area. Tenants will travel for a comfortable and appealing rental and you get 3 seconds to win them over. Put on your marketing hat and ensure you have the following done.
Professional Images. Your images can significantly improve your booking rate. Chances are that users are browsing your area through their phone. They’ll stop at whatever catches their eye so make your images distinctive.
Ensure your photographs stand out by hiring a professional photographer using Photographers.com or Craigslist.
Write like a copywriter, not like a professor.
Think of your writing as a readable photograph. Your user’s first positive impression depends on the visual appeal of your writing. A couple tips to follow are:
Two sentence paragraphs, plenty of proper spacing
No CAPS, ellipsis, or exclamation marks
Plenty of numbering and bullets
Triple check your spelling and grammar
Mention the essential details right away.
What would your potential guests ask if they came in off the street?
How big is the space?
What does the rental include? What’s off limits?
Do you have free WiFi? Parking?
What’s near by? How is public transportation?
How safe is it?
Any good restaurants?
Tell a story.
Your renters are humans. We’re illogical creatures driven by our emotions. Don’t sell us solutions, sell us a story about your rental; it’s neighborhood and history, the significance of the paintings in the house, why you live there, and interesting details that would make the stay more enjoyable.
Price at the number that is reasonable for your location, date, and quality of your rental. Renters tend to price in three buckets: low price, average, or high priced and if your goal is to have a high booking rate, you can always be the lowest priced listing, but that’s not going to make you money.
Your price should fluctuate based on user demand. For vacation rentals, that means looking at local and major events, the time of season, and especially holidays.
You can predict the prices your renters are willing to pay by looking at rental price changes online through Flipkey, Craigslist, and other sites or you can use tools like Beyond Pricing and SmartHost, pay a small fee and let them handle the job.
3. Automate Maintenance (3rd Party Providers)
As your booking rates and revenue increase from dynamic pricing so will the maintenance and upkeep. Don’t get sucked into another full time job by trying to manage your rental alone.
3rd party services for maintaining your vacation rental are abundant and have a wide range of prices to fit your budget.
If you’re on the lookout for the ideal tool, take a look at Pillow which integrates with most vacation rental sites.
4. Put Your Rental Finances On Autopilot
Finally, make sure you’re proactive with your rental finances. The easiest way to increase your revenue is to actively lower your taxable income and pay less tax.
There are dozens of tax deductions which may potentially be available to you. Your CPA or accountant can help you better understand everything you need to track so that you can lower your taxable income and make more money.
Many vacation rental owners use tax software and spreadsheets to manage their finances but if you would prefer to save both time and money, you can throw away your spreadsheet and use Hurdlr.
Hurdlr is a mobile finance app for vacation rentals and the gig economy. Hurdlr gives you a better understanding of your finances by automatically managing your revenue, expenses, and taxes.
Sajad Ghanizada heads growth at Hurdlr, a mobile finance app for vacation rentals and the gig-economy. When he’s not working you can find him exploring DC or off on a weekend trip. He’s an avid fan of Flipkey and prefers the comfort of short term vacation rentals.
The ultimate goal in listing your vacation rental is to increase its potential for profitability. You place your offer up on a site like FlipKey, get in front of thousands of interested travelers, and start making money by renting it out – right? Not entirely. In order for your listing to work, you have to run your rental like a savvy small business owner would run a successful storefront. Your home and the customer service that accompanies it must provide the things your renters want and need in order for you to reach the highest level of profitability through renting. If you’re still a bit new to the small business mindset, have no fear! Check out these 6 tips to run your vacation rental like a real-life entrepreneur.
Evaluate and Understand Potential Risks
Outlining and covering your potential risks as a vacation home owner is the first step in successfully managing your rental. Small business owners take time to understand possible causes for profit loss, and find practical solutions to cover each. List your concerns first then pair each with a measure of prevention. Whether these prevention measures include contract modifications, additional security, or specialty insurance, take time to research your options and find those with the highest potential for reducing risks.
Invest in Security
Speaking of security, ensuring the safety of your customers will be critical. This holds true in every industry, however, it is especially important for consumers within the hospitality industry. Many home owners fail to see the importance of a home security system. You may hold this personal preference when it comes to your home, but you shouldn’t treat your rental like your home. It’s your business. Investing in a business security system will help you provide the reassurance your guests need to enjoy a comfortable and safe stay. It will also help you protect your profits from break-ins and potentially dishonest guests.
Think of the Consumers’ Needs Before They Do
Successful business owners are constantly thinking of ways they can further improve their product/service to better meet their consumers’ unique needs. Think like your consumer to get a better idea of what they will want and need during their stay at your rental. Think of the things you appreciate having during an out of town stay, and make these available to guests of your rental. Also understand your area and provide information and materials that stand to benefit visitors. Examples of this could include providing bottled water for vacation rentals located in warm climates like Las Vegas or Phoenix, or offering hot chocolate for winter travelers in Park City or Denver. The FlipKey vacation inspiration page could serve as a useful tool here to get ideas from travel guides and “best of…” galleries.
Consider a Third-Party Cleaning Service
A clean environment is essential to the success of any business. As a business owner in the hospitality industry, it is your responsibility to provide a clean home. Unfortunately, you may not have the time to clean your home well enough to meet the hospitality industry’s standards after every guest. This is where a third party cleaning service can help! Online housekeeping guides like Housekeeping.com can help you find quality housekeeping services that won’t blow your rental profits. Find a service that works for you, then schedule regular cleaning appointments in between stays to ensure each guest is welcomed with a spotless vacation home.
Listen to Consumer Reviews
An important part of continuously meeting your consumers’ needs is to actually listen to their reviews following a stay. Smart entrepreneurs pay attention to both positive and negative reviews and do their best to understand reviewers’ comments from the consumer’s perspective. FlipKey provides a section for consumer reviews to help you with this part of your rental management. If you’d like additional feedback from renters who didn’t leave a review, try sending a quick follow up after their stay to say thank you for choosing your listing and ask if there were any additional amenities/resources they would have found useful during their stay.
Keep up on Market Trends
An integral part of managing your rental like a successful small business is staying competitive. Small business owners are constantly watching market trends and making improvements to keep up in competitive markets. Look at successful listings in your area to see what they’re offering. Check out their reviews to see what travelers are saying about their stays. Are you currently doing these things? What could you do to generate the same raving reviews? Additionally, you should keep up on what’s trending in the promotion of successful listings. How can you get your listing out in front of more interested users and by way of which avenues? FlipKey recently published an article with some great tips for using social media to promote your listing.
Cosette Jarrett is a contributing writer for several lifestyle and tech blogs. Her current work includes roles as the go-to tech girl at HighSpeedInternet.com and regular contributor to the Lifehack and Business 2 Community blogs. She enjoys creating pieces to help both businesses and consumers find increased simplicity and efficiency at work and on the go.
Listings with beautiful, professionally-done images have seen a 90% increase in popularity, according to data since the service was rolled out.*
DOES MY HOME NEED TO BE ON ALL OF THOSE SITES?
If your vacation home is uploaded to FlipKey, Holiday Lettings or Niumba, then you are all set and can be considered for the service. All listings on these three services also appear on TripAdvisor Vacation Rentals. You do not need to list them separately on each platform.
DO I QUALIFY FOR THE FREE PHOTO SHOOT?
The service is subject to availability and homeowners are invited to participate. Selections depend on whether there is a participating photographer in your area. If your home is selected, you will receive an email from a TripAdvisor, FlipKey, Holiday Lettings or Niumba representative informing you that your home has been selected.
Unfortunately, we have a limited number of photographers, so we’re unable to offer the photo shoot to everyone. If you do receive an email, please respond straight away to secure your slot with the photographer. You can also email firstname.lastname@example.org to check if your home is eligible.
WHAT HAPPENS NEXT?
Once you’ve secured your slot, we’ll arrange a date and time that is convenient for you to have the photographer visit your property. They will shoot professional-quality photos of your home – the rooms, features and amenities. Your new images will be uploaded to your listing, and that’s it!
For more information on how the free photo shoot works once you have already been selected, and for other terms and conditions, please visit the FAQ Guide from FlipKey.
SEE THE DIFFERENCE!
*Survey and data collected by Holiday Lettings, a TripAdvisor subsidiary company.
AMC’s TV series “Mad Men” follows Don Draper in his high-pressure world of advertising and marketing in the 1960s. Back then, people would hire advertising geniuses to bring brand awareness to the masses. Thanks to the Internet and technology, that bustling office space has been replaced by your smartphone, tablet or laptop. With a couple of easy tips, you can create an advertising and marketing campaign that would make Don Draper sit up and pay attention.
Sign up for the right service. With social media services like Facebook, LinkedIn, Twitter, Tumblr, Instagram, YouTube and others, it can become a little confusing and overwhelming to decide which one is best for you and your property. Here are a couple of handy references on three of the big social media outlets and how best to use them:
Facebook: Most common of all the social media services. Allows a lot of one-to-one interaction with users as well as a number of ways to advertise your page. Facebook is a great way to build your fan base, share personal links/photos/videos and provide incentives for people to book your property over others that are in your area.
Twitter: More fast paced than Facebook and other services. On Twitter, you have just 140 characters to convey a message to fans who follow you, so creative brevity is the key to success. The most important thing about Twitter is to create a hashtags (which will be explained later) about your property for easy searching and a link to where you want followers to go.
Instagram: Focused solely on taking and posting photos or short videos. You can use different filters to change photos you or travelers take of your property. Instagram also relies on hashtags to help people categorize and search for information.
While these are just the “Big Three”, there are a number of other social media services that owners can use to advertise their property. It may be tricky to keep track of each individual account, but many social media companies provide linking to other social media accounts, so you can post on a number of sites at the same time. There are also a number of sites and programs like HootSuite, TweetDeck and SocialOomph that can be your one-stop manager for all your social media.
Create a #hashtag for your listing. You may have seen the “#” symbol being used more and more in marketing and brands today. Your hashtag is a keyword that people can use to find information easily and quickly online. For example, if you have a cabin in the Adirondacks, you can use #ADKSCabin to have travelers find any posting that you have done where you use #ADKSCabin. Have a Swedish cottage for rent? #SwedeCottage would be a great way to differentiate your vacation rental from others.
Interact with followers. Speaking from personal experience, there is nothing better or more impressive than when I reach out to a company or a person on social media and they follow up with me. It shows that they care about me as a customer and are interested in what I have to say. While it is important to build a social media presence, it is imperative to maintain and build upon the groundwork that you have created.
Tell travelers about your presence. When a traveler checks into your property, provide them with information about your social media accounts so they can post to it. If your traveler takes a great photo of wildlife near your cabin, or a great shot of downtown at night, ask them to share it so other travelers can see all of the fun that people are having. Many people are already signed up on social media sites and are more than happy to follow and share!
Before taking the big plunge into social media, do a little research and figure out which service would work best for you and your property. Once you are on social media, have some fun with it! As an owner, you have the ability to showcase and promote your property however you want and to work with travelers to give your property that extra level of customer interaction that other owners might not have.
Just like hotels, most vacation rental owners set an arrival time or windows that their guests are expected to keep. Of course, we can’t always plan on late flights, emergencies, getting lost, or other events out of our control, and inevitably there will be a guest who arrives much later than anticipated.
If you’ve been in this position, you likely had a few options:
Wait for the guest to arrive, regardless of how late it is
Leave and come back when they’ve arrived
Hide a key somewhere safe and tell the guest where to find it
None of these are ideal, but when you manage your own property you probably don’t have much of a choice. Even if you’ve hired a professional vacation rental management company to handle guest check-ins they’ll have to select one of those options (hopefully not the last one!). We know from experience and guest reviews that the entire stay is better enjoyed when there’s someone on site to initiate the guest’s entrance to the property. And that is the second, and probably last, way vacation rentals are like hotels.
Unfortunately, late arriving guests are always going to be a part of the vacation rental industry. Fortunately, there are a few ways you can prepare yourself for a late arriving guest to reduce the amount of time spent waiting around.
How to prepare for late arriving guests:
Create clear arrival times at booking: For most guests, knowing they have a window to arrive at the property (say, 3 to 7pm) is plenty. But it also prompts any guest with a late flight or who won’t be able to get on the road until after work to ask about the late check-in policy. The downside is you’ll have to make an exception to the window in order to keep the booking, but the upside is this guest will probably be grateful and express his gratitude in a review – he may even turn into a repeat guest because of your flexibility.
Get flight details: A quick check on a flight tracker app will help you keep tabs on when your guest will actually arrive. Flight details are especially important during major holidays and when guests are flying from an area experiencing extreme weather (hello, East Coast!).
Make initial communications via cell phone: If the first time you’re contacting the guest is to ask why they’re two hours late, you may not get a response. Calling or texting before the guest begins traveling opens the line of communication and helps you both stay in contact through unexpected troubles. A simple “have safe travels and looking forward to meeting you!” can go a long way. Plus, it’s smart to make sure the main contact number is functioning before it’s urgent. It’s also a great way to subliminally encourage the guest to go straight to the property – knowing there’s someone waiting to let them in (which is decidedly not how hotels work) will likely prevent them from taking the scenic route or stopping by the grocery store.
All of these points can be boiled down to one simple strategy: communication. Communicate early and often with your guests; you’ll be surprised how far this simple effort will go in establishing trust, friendship, and general goodwill between you and your guests.
Ryan Danz is the founder of Air Concierge, a vacation rental property management organization designed to improve the vacation and short-term rental home experience for property owners and their guests. Ryan is also a California licensed attorney, well-versed in the tax matters surrounding short-term rental properties and offers his insight to his clients.
Occurrences of fraud on our site are extremely rare, but it’s important to be aware of the risks. The last thing you want is a fraudster (or “hacker”) accessing your email account, posing as you and requesting payment from your guests.
So it’s vital to watch out for warning signs of phishing attacks and put some simple security measures in place. Use our security checklist to keep your online accounts safe.
1. Find out about phishing
Phishing is the practice of sending emails that appear to be from a trustworthy source to get sensitive information (e.g. login/passwords, credit card details) for fraudulent purposes.
These emails may contain a link directing you to a site that looks like FlipKey, but actually has a slightly altered or misspelled URL (e.g. owner-details.flipkey.com). You enter your login details and the scammers then know how to access your FlipKey account. For more information and to report an incidence of fraud, visit the Federal Trade Commission website.
2. Look for signs of a fake inquiry
FlipKey has security systems in place to identify scam emails. However, fraudsters are always inventing new ways to trick us, so it’s important that you’re on the lookout too.
Our top anti-phishing tips:
Tip #1 Only respond to emails that you know are from us
We’ll only ever contact you from email addresses that end in:
Here’s an example of a valid inquiry address format: Alison.Jones_290ppkn@bm.flipkey.com
Tip #2 Never enter your details on a non-secure website
We never misspell or add words to our core website address. We’ll only ask you to log in to your FlipKey account with a website address starting with: https://secure2.flipkey.com
You should be suspicious if:
The sender asks you to click on a link that takes you to a website address that doesn’t start with “https”, then asks you to enter sensitive information.
The sender asks to pay by check, sends too much money and asks for a refund of the difference.
The sender is overly keen to move the conversation away from our secure FlipKey site.
The inquiry is written in poor English and overly formal. (However, please note that you may receive legitimate inquiries from travelers who don’t speak English as their first language.)
The inquiry includes a lot of the traveler’s personal circumstances, which are irrelevant.
The inquiry is for a noticeably long period of time.
The sender wants to pay by Western Union, banker’s draft or cashier’s check.
3. Protect your email account
Think about setting up a designated email address just for inquiries from travelers – your other online accounts won’t be affected if this address is hacked.
Some email providers, like Google, Yahoo! and Hotmail, have an additional security measure called 2-step verification. If you access your email account from an unknown device, you’ll receive a pin code via text message to complete your login. If a hacker tries to access your account, you’ll be alerted by the text message and the hacker won’t have the code to get any further.
Check the settings on your email account to make sure nothing has been changed. Fraudsters often set up redirects on email accounts, which means they could be receiving your inquiries and requesting deposits.
4. Sign in to FlipKey regularly
Every inquiry you receive will appear in your FlipKey Inbox as well as your personal one. If you notice that any of them haven’t been delivered to your personal email address, contact us immediately.
Set up text alerts. If you receive a text alert but don’t receive an email inquiry, you’ll know to contact us to investigate (the text and the email won’t necessarily arrive together, so please don’t worry if they arrive a few minutes apart).
Download the app and make sure push notifications are turned on (do this via the Settings app on your phone).
5. Use different passwords for each online account
This way, even if a hacker gets hold of one password, your other accounts will remain secure. Remember to log out straight away after using any online account. A good password is:
Hard to guess.
At least seven characters long including letters (uppercase and lowercase), numerals and, where possible, symbols.
Not stored on your computer or any other electronic device that can access the internet.
We’re here to help
We don’t want you to miss out on any genuine inquiries, so if you receive one that you’re not sure about, just get in touch.
FlipKey is a vacation rental marketplace with more than 240,000 rentals around the world. Find the perfect place to stay for your trip, and get great value along with the space, privacy and amenities of home.