Like in any other lodging business, it is common for vacation rental owners to encounter certain rental issues with their guests. While rental problems are quite inevitable, it is still the owner's duty to provide and maintain a well- managed and organized property to ensure customer satisfaction at all times. Here are a few tips on how to solve rental issues with your guests.
Maintain a clean and well- maintained facility. Cleanliness is the best feature that will lure guests to your property. It is also the most common rental issue you will encounter as the owner. If you are living far from your property, make sure to assign a reliable caretaker or housekeeper to look after its maintenance. Visit your property as oftentimes as you can, so you can do your own inspection of the entire facility. Give your housekeeper and your renters your direct line so they can easily contact you regarding certain issues during their stay.
Handle complaints effectively. Oftentimes you would encounter meticulous guests, and they would find fault in every detail and every corner of your property. Some complaints come as early as when the renters take their few steps inside your facility. Do not go too far with your advertisements or exaggerate on the features of your property so you can avoid disappointed complaints and feedbacks from your guests.
Sometimes issues arise due to wrong directions (going to your property) and issues on payment methods. Broken furniture or appliances are also common complaints. These are considered minor. You can offer a bonus one night stay or two, or give them free gift certificates in one of the good restaurants in your area as a complimentary gift. For more serious complaints, a free or discounted future stay will be a nice offer. You can even offer an extra night, on the house.
In any case, a refund should be your last option.
You have the right to evict, if necessary. "The customer is always right" is a general rule. But you also have the right to evict in cases where your guest/s poses serious threat and damage to your property. Objectionable behavior such as misconduct, non-compliance to house rules and facility guidelines makes your guests liable for eviction.
The most common cases of eviction are oftentimes caused by miscommunication, especially about the check-out time and date. You can prevent this by making a written and signed agreement between you and the renters prior to checking in. A written and signed document is your best defense when you are forced to deal with this kind of situation. This will also give your renters a clear understanding of your terms so that future problems can be prevented.
A clear communication and agreement terms are tantamount to the success of your business. Ask your guests for comments or feedbacks and even suggestions on how you can improve your property and their expectations should they wish to return. Recommendations are more likely to happen if you are able to accommodate your renters well during their stay.
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