Here is a list of the most common vacation rental complaints I have encountered in my years as a vacation rental manager. No vacation rental is perfect but a proactive approach should help you prevent these common vacation rental complaints before they occur.
No WiFi or Poor Connection
WiFi related complaints make up around 14% of all guest complaints in the hospitality industry.
WiFi is an absolute essential for any vacation rental so you simply should have WiFi. Just as important is having a reliable internet connection. Research internet providers and purchase the fastest/best internet package available. If possible inspect your vacation rental, or have your property manager or other representative do so, before your guest arrives to make sure the WiFi is working.
Room is not Clean
Cleanliness, or lack thereof, is perhaps the most common of vacation rental complaints. Vacation rental guests expect all areas of your home, including the floors, bedding, bathrooms and the outside areas, to be spotless.
Unfortunately this is one of the most challenging aspects of running a vacation rental. I could write several blog posts (and I will!) about tips for cleaning your rental. In short, you need to hire reliable cleaning personnel and have quality control systems in place. This means your cleaner should be using a checklist and someone needs to inspect the property after it has been cleaned (using another checklist).
Not Enough Towels or Other Amenities
Your guests may have access to a washer and dryer, but they probably don’t want to spend their entire vacation laundering towels. Include plenty of towels (at least one per person plus an additional two) for every guest stay.
Kitchens are a top feature of vacation rentals, so inspect yours at least twice a year to make sure it is stocked with quality cookware. Make sure to provide your guests with plenty of toiletries and paper products as well.
Issues with Hot Water
A cold or lukewarm shower can ruin a stay for even the most easy going guest. Install a larger capacity water heater than you think you will need. Vacation rental guests will put your plumbing system to the test.
As with everything else on this list, be proactive! Check your hot water periodically to make sure it is heating up properly. We keep an infrared temperature gun in the office for just such things.
Bugs, Rodents or Other Unwelcome Visitors
Roaches, spiders, rodents or evidence of any household pests will surely leave your guests feeling disappointed with your vacation rental.
You should engage a licensed, reliable pest control company to service your vacation rental at least once a quarter.
This can be especially important if your home is in a warm or humid tropical climate. In this case you need to have monthly pest control performed. Performing regular inspections of the outside of your home may help you catch areas where pests could enter before you have a serious issue. Eliminating food sources such as fruit trees can also keep critters at bay.
Uncomfortable Beds
No one wants to have a restless night of sleep on a poor quality mattress. Invest in quality mattresses, bedding and pillows. I also recommend outfitting each mattress and box springs with bed bug proof mattress encasements. Bed bugs have begun to plague accommodations providers in recent years and you need to be proactive.
Hotels typically change out their mattresses every 3 – 5 years. That may be a bit extreme for a vacation rental, but be careful of trying to get too much life out of that hand-me-down mattress.
Poor Service or Communication
Guests expect courteous, professional and timely service and communication, regardless if they are renting from a vacation rental company or an individual owner.
You should send your guest a personal welcome message, along with pertinent information about your home and the area, after they have made reservation. I also recommend sending them a thank you message after they have checked out. Always be professional when speaking with guests and respond to any questions as soon as possible.
Your guests will also expect to be able to reach someone day or night if they have an issue. Have a way for guests to get in contact with you or your representative 24 hours a day.
Inaccurate or Misleading Advertising
People tend to get very angry when they feel as though they have been misled. They can be surprisingly understanding, on the other hand, when you are honest with them.
Your vacation rental description doesn’t necessarily have to highlight the bad parts of your home, but it should be honest. Don’t say your home is just “steps from the beach” if it is in fact half a mile away.
Obviously this is open to interpretation. Even neutral observers may think your advertising is not deceptive. Everyone sees things differently and all it takes is one person to misinterpret one part of your description for you to have a big problem. You also should not have to list everything your rental does not have. When in doubt, err on the side of caution. Disclose everything about your vacation rental, caption each photo with a small description, and if possible include a photo of the floor plan or layout of your home.
Temperature of the Room
An ideal room temperature for most is around 70 degrees. Anything warmer than that in the summer or colder in the winter may lead to complaints from your guests.
Have your HVAC systems serviced quarterly by a licensed professional to make sure everything is running as it should be.
Maintenance Issues
This can be anything from a burnt out light bulb to broken/worn out amenities.
You should already be looking for light bulbs that are out, non-working remote controls and other basic maintenance items when you/your property representative inspects the property after it has been cleaned. Monitor your furniture and appliances for wear and tear and replace when needed. Vacation rentals are a competitive business these days and guests need to feel they are getting a good value for the dollars they have spent.
