Unlock More 5-Star Reviews (SS5)

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.


Together, Annette & Sarah are the dynamic duo behind the wildly popular podcast Thanks For Visiting, co-creators of the Hosting Business Mastery Method, & seasoned short-term-rental hosts.

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