The Power of The Review

Aug 30, 2015

I am always on the lookout for topics that will interest both vacation rental owners and renters  …  this article focuses more on owners, however, it also gives vacation rental guests a glimpse into some of the challenges that rental owners face.  Granted, there are owners out there who are aware of their property’s  “shortcomings” but most owners, especially the ones that manage their vacation home from a distance, are very concerned about their guest’s vacation experience and may not be aware of shortages or maintenance issues.  Perhaps a phone call to the owner, or their management company, will quickly remedy an issue and improve your rental experience and most likely save a great property a bad review.

As the owner and manager of Vacation Rentals of the Desert, I often run into issues that I was unaware of until reported by a vacationing guest.  Unless the owners actually spends time “living” in their vacation rental home, it is sometimes difficult to identify problems before they arise.  For instance … a broken toaster that the previous guest felt uncomfortable about reporting or simply forgot;  when the next guest finds that the toaster is not working, it may appear that the owner or management company simply does not care, which usually is absolutely not true.  Same for a chipped serving bowl shoved in the back of the cabinet or a torn sheet in the linen closet full of sheets.  Rarely will an owner or management company inventory and check the operation of every item within a property between each and every vacationing guest.   Unfolding every sheet to inspect for tears, pulling every dish out of the kitchen cabinet to check for chips and wear; it takes hours and hours and is usually done once a year, typically during the “off season”

If you are a vacationing guest, the best way to handle issues that arise during your stay, is to report it immediately then write your review of the property based on how the issue was handled.  That being said, I absolutely understand that you are on vacation and do not want to be bothered with repairmen or want to wait around for replacement sheets or towels, etc.  But, if the owner or management company is making every effort to find a happy solution, then you might just think back to how things unexpectedly go wrong at your own home.  It happens in every home … appliances and air conditioners break, sheets tear, dishes chip, toasters stop working … “stuff happens!”

For home owners, whether you handle your own vacation rental or list your home with a professional management company, the following article should be of particular interest to you.  The very slightest problem in an absolutely beautiful and pristine property, could result in a devastating review that plummets your property’s desirability.  Vacation Rentals of the Desert has experienced each and every one of the issues mentioned in this article, avoiding them whenever possible, but ultimately it is the owner who makes the final call on recommended upgrades and replacements.

So I encourage everyone to take a few minutes to read this wonderful article posted May 23, 2014 by Mike Bayer of CottageBlogger.   It perfectly demonstrates “the power of the review.”

 

10 WAYS TO PREVENT COMPLAINTS AND NEGATIVE REVIEWS FOR YOUR VACATION RENTAL

Oh no…..a negative review! The day you get the first of these is never a happy one and there’s always a knee jerk reaction that will throw you into defensive mode. How dare they? Don’t they know what damage publicly displayed bad feedback can do? It’s completely unfair and we have to get it removed.

But hold on a moment. Take a deep breath and take some time to consider what prompted the negative comments. Could it have been easily prevented by taking a proactive approach? Although some situations are impossible to predict many complaints arise from completely preventable scenarios and taking steps to avoid them can save you time, stress and the potential for negative reviews.

Here’s a few you may want to consider. Some have examples drawn from real Flipkey reviews.

1. The property was not as described

Giving a misleading impression or being economical with the truth of a situation will generally come back to bite you with a complaint that the property was not ‘as described’. Nobody wants surprises and if the reality doesn’t match with the description and photos you’ve provided, because you have omitted a significant feature, a complaint is bound to follow. Being transparently open about the shortcomings of your property can bring you more satisfied customers because people appreciate honesty and candour.

Prevent this by: Being upfront with the negatives as well as the positive of the property

Click here to read entire article ….