Implement These Vacation Rental Tips to Get More 5-Star Reviews

Welcome back to Success Unlocked, where our hosting business master membership coaches discuss operations, social media, unique builds, co-hosting strategies, and much more. This week’s episode is Systems Shakedown, hosted by Wendy Doris.

Wendy is joined by co-hosting champions, Colleen Prochaska and Amy Corbett, of Stay Awhile Hosting Co. and All Belong Co., respectively. Both women bring a wealth of knowledge and hospitality experience to this roundtable-style conversation on best practices, mistakes to avoid, and of course, systems to implement as you smooth it all out.

(00:02:13) (Re)Introducing Colleen & Amy

• Colleen’s vast experience in hotels and hospitality
• Preview to Amy’s 30-door portfolio 

(00:03:46) Easy Tips to Boost Guest Satisfaction

• Wendy’s experience with pool rules vs. guest expectations
• Amy recommends clear, conspicuous signage 
• Importance of clear, concise listing copy
• Navigating tricky seasonal pool situations 
• Being proactive vs. reactive

(00:15:29) The Power of a Phone Call  

• Different generations and using the phone
• Using a call to diffuse possible issues
• Speaking with someone to deter their booking
• Navigating special requests and early check-ins
• Delivering “bad” news in a positive way

(00:27:14) Knowing When to Make a Change

• Identifying patterns and acting upon them
• Make changes that make it easier on everyone

(00:32:14) Prioritize the Check-In Experience 

• Put yourself in the shoes of a first-time guest
• Check-in starts well before they arrive
• Wendy recommends a “settled in” message
• Sending a note about pool tech, landscaping, etc.

(00:38:48) Converting 4-Star Reviews to 5-Star Reviews 

• Educating guests on the ratings system
• How Colleen’s hotel experience translates 
• Using complimentary copy to (subtly) influence reviews 
• Taking cues from the commercial hospitality world
• Have backup plans for your backup plans

Download a transcript of this episode.

Resources:

• Visit thanksforvisiting.com/workshop to watch our Hosting Business Mastery Method workshop!
• Airbnb Essentials Checklist: hostchecklist.com
• Websites: mostess.host, stayawhilehostingco.com, allbelong.co
• Instagram: @mostess.host, @stayawhilehostingco, @allbelong.co