Continuing on from last week’s blog subject, we’d like to share the next three most common guest complaints we’ve seen after decades in the business, and some insights as to how to prevent and resolve them.
One of the most disappointing experiences for guests is receiving a notification just days before check-in that their booking was cancelled due to a conflict. Maybe you promised the house to a family member or arranged for another booking on the same days and forgot to block off the calendar. Unfortunately, double bookings are a common issue in the self-managed holiday rental game. They’re costly mistakes too, because they almost certainly result in a guest complaint and/or negative rating. Plus, put yourself in the guest’s shoes – what if they are travelling from interstate, or overseas, and don’t have cancellation insurance?! Be diligent about updating your calendar – and if you do end up with a double booking, find a fair solution for the guests, like an equivalent holiday rental, prompt refund of any monies paid, or discounted rates for another date.
Guests book based on what they see in your listing. If your property has changed in any noticeable way, update your listing and communicate the differences to upcoming guests; that way, they won’t be disappointed to find the spa on the terrace is gone or that your large dining room table has been replaced with a small bistro table. Should something slip through the cracks and you neglect to warn future guests, be open to offering a partial refund or a gift to make up for the disappointment.
No one will have a five-star experience if you’re short on towels, sheets, and a starter kit of items such as toilet paper. When basic comforts aren’t there and guests have arrived late at night when local supermarkets have already closed, they’re understandably going to be frustrated. You can nip complaints like this in the bud by providing plenty of supplies. The additional effort and expense will be well worth it when your property consistently receives rave reviews for having everything guests need to be comfortable.
HOW TO HANDLE GUEST COMPLAINTS
If a guest does complain, the most important series of reactions you should have are: 1 -remain calm, 2 – put yourself in their shoes, 3 – do the right thing, and 4 – see what you can learn from the situation. If your home wasn’t cleaned before they checked in, waive the cleaning fee and get the property serviced ASAP. If there’s a major maintenance problem which prevents guests from enjoying the property, refund their money and help them find another place to stay. If they couldn’t get in touch with someone about an issue, apologise and make sure it doesn’t happen again.
Mistakes happen and it’s not the end of the world. But you do need to maintain a positive reputation if you count on making money. You’re in the hospitality business and that requires you to anticipate guests’ needs and go above and beyond when things go wrong. It is a lot of work, but if you can make sure you can commit to the task 100%, the end result is worth it:
However, if you can’t dedicate the time required to give guests the perfect holiday experience, consider how bookabreak.com.au can help. We only engage with the most reputable suppliers and cleaning companies and have an infallible system which ensures bookings are always impeccably coordinated, and nothing ever falls through the cracks. We’ll make sure your property is regularly checked and inform you of any maintenance issues so your investment is always in tip-top condition. Contact us to find out more.
One thing this year’s COVID-19 lockdowns have allowed us to do is spend more time during our allocated exercise breaks exploring some of the incredible local scenic walks. The Mornington Peninsula has over 100 great walking trails across beaches, piers, coastal trails, historic sites and villages. Ranging from an easy stroll for coffee, to a […]
With local travel restrictions lifted but interstate travel still off the agenda, the appetite for pet-friendly accommodation on the Mornington Peninsula has grown exponentially. This is no surprise considering the post-lockdown pent-up travel demand, and the fact that over 65% of Victorians are pet owners. At Bookabreak.com.au, we were quick to adapt to a flooded […]
Victorians will be allowed to have up to 20 people in their homes and stay overnight at private residences and tourist accommodation from June 1, following an announcement by State Premier Daniel Andrews today, 24th May 2020. This means that effective 1 June, Victorians can finally enjoy that much needed getaway!! With much rejoice, at […]
In a world where time has become a rare commodity, many people and businesses alike have started outsourcing tasks in order to free up personal time and ensure the best possible outcomes. In both Australia and abroad, hiring a property management company and or independent property manager has become increasingly popular. Regardless of whether you […]
The Mornington Peninsula is the perfect place to visit when looking to escape the hustle bustle of the city for a while. At just a 90-minute drive from Melbourne, the idyllic holiday spot offers a variety of both relaxing and exciting things to do when looking to unwind from the chaos of daily life in […]
The Mornington Peninsula is beautiful all year round, and practically offers something for all its visitors, depending on the season of course. A short 90-minute drive from Melbourne’s city centre, the idyllic holiday sport, allows city dwellers the perfect opportunity to escape to a peaceful rural retreat all year round. Defining ‘peak season’ on the […]
So, you’re thinking about engaging a management company for your holiday rental. Maybe you just purchased an investment property, or you’re exploring ways to make some extra income from your holiday home. It could be your first time dealing with holiday rentals, or perhaps you haven’t had success with a property management company before. A […]
In the business of holiday rentals, the number one cause of guest complaints is around cleanliness. When guests pay hundreds or thousands of dollars to stay in your home, they expect it to be immaculate. If it hasn’t been properly cleaned before their arrival, understandably they’re going to be upset, which can quickly turn into […]
Laws / swimming pool
The Victorian Government is in the final stages of its preparations to introduce Swimming Pool and Spa regulations. The Government has drafted Regulations which propose to introduce mandatory registration requirements for private swimming pools and spas. Swimming pool and spa owners will be required to register their pool/spa with their local Council. The pool/spa will […]
OK, so we are two thirds of the way through winter and everyone is no doubt feeling the temptation to stay at home out of the chilly weather. But whilst the Mornington Peninsula certainly does shine as a summer getaway, don’t think for a moment that winter is out to disappoint! An off-season break is […]
“So how are you different to Airbnb or any other holiday rental company?” We get this question a lot from people who haven’t worked with us yet, and it is easy to see why. We’re all in the short-term property rental industry. You can find and book great properties on our website or on theirs. […]
Continuing on from last week’s blog subject, we’d like to share the next three most common guest complaints we’ve seen after decades in the business, and some insights as to how to prevent and resolve them. “THE HOMEOWNER CANCELLED ON US LAST MINUTE” “The calendar wasn’t updated to reflect availability” “Someone else is staying in […]
Consider this: it’s late on Christmas Eve and guests arrive at your holiday rental with tired kids and bags full of perishable groceries. They’re excited and ready to relax after a long day of early rising and driving, maybe airports too. They enter the code to access the key box, but nothing happens. They try […]
The Mornington Peninsula is home to some of Victoria’s most popular beach holiday locations. But it is not just spectacular during summer – it offers year-round appeal, with quality restaurants, quaint boutiques, close proximity to Peninsula Hot Springs and some of the finest vineyards and golf courses Victoria has to offer. Provided your property is […]
While the Airbnb juggernaut seems to show no signs of slowing, hosts are risking their finances by failing to ensure they have legal liability insurance. The tragic death of a 4-year-old boy and the injury of a 7-year-old girl, who were playing on a homemade swing when it toppled down a slope at a property […]