When it comes to being a vacation rental host, plenty of hosts think they’re doing everything congruently. They’ve assured that the property is pest-free, the repairs are taken care of, and the beds absolutely do not have bed bugs. Winning, right?

But the reviews aren’t hitting the mark. They’re not the five stars you expect; what is going wrong?

If your guests restart their reviews, aligning the lines of “great stay but…” that “but” is causing a lot more damage than it needs to, and you need to eradicate it. The difference between a good host and a five-star host isn’t the big things; it’s the small details that shape a stay, and we’re going to explore that a little bit more now.

Let’s take a look at some of the reasons why those five stars remain elusive.

You’re Missing The Small Details

Have you actually spent time in the report to see what the guests experience? If you haven’t, now is the time to book in and experience your own hospitality firsthand. How easy is it to check in?  Have you left guides for using appliances or other details, quirks of the property? Are there enough supplies to last a stay, and is everything working for you?

The best hosts know their properties, they know what people are likely to want and need, and they supply this, no questions asked. So take time to stay there and understand the property. Once you have a better understanding of the guests’ experience, you can make more optimistic changes that are beneficial and will definitely get you that all-elusive five-star rating.

Expectations Have Shifted

While it’s not entirely the host’s fault, failing to adapt to changing guest expectations and demand is doing a disservice to both you and your guests. It’s crucial to stay ahead of the curve and update your offerings to meet the evolving needs of your guests.

Because what was once a five-star stay might not be the case, and guests will have different standards they uphold when renting properties. They want fast, secure Wi-Fi, they want tech included, they want guides for their local area for places to eat and get groceries. They want self-check-ins that are smooth and seamless, and they want their issues resolved immediately. And if you’re not doing any of these, then that’s where you’re losing that extra star.

Reactions

How you react to any issues has a significant impact on your rating. If you’re not doing everything you can as quickly as possible, you risk tarnishing your perfect run of reviews. 

The reality is that even with the best preparation in the world, things can and often do go wrong. However, being prepared to handle these issues effectively can make all the difference. Guests aren’t upset that problems occur; they know some things can’t be helped. They get upset at how they’re handled.

Having a robust system in place for guests to troubleshoot issues and dedicated lines for them to get help can ensure that issues are resolved quickly and effectively, maintaining your guests’ satisfaction. Whether this is thought to you personally to handle the problem, reliable contractors you trust to take care of different issues independently of you, or you use a property management company to help you resolve customer issues fast, you need to not only have measures in place, but give these details to your guests so they know exactly what will happen once they make contact.