How to Deal with an Upset Guest at Your Vacation Rental Property
Most of the time, you will have fantastic guests who come to your rental property in the Outer Banks. They will be thrilled that they are on vacation and that they have a place to stay where there is privacy, so they can feel at home. However, there will also be occasions when something goes wrong. It could be an issue that you should have taken care of, or it could be something that you have no control over. Other guests, rare as they might be, will complain about anything in the hopes of getting a discount or even a free stay.
So, how do you deal with guests that are upset? The following are some tips and guidelines that can help you to make things right.
What Types of Things Can Make a Guest Upset?
First, let’s consider some of the biggest problems that cause guests to get upset or angry in the first place. If they arrive at the destination and they have no way of getting into the house because you did not provide a method for them to get the keys or an access code, you can be sure they will be upset. They just finished traveling, and they want a place where they can relax for a bit. They do not want to wait for you or the property manager to get there.
This is an easy fix, so you never need to deal with this type of problem. If you have a lock with an access code, provide this to them when they book the trip. If you have keys, have them available as soon as the visitors arrive. You could even get a lock box with a punch-in code that contains the keys. This way, no matter when the guests arrive, they will be able to get the keys and get into the property.
A second reason that guests will sometimes be upset is if they walk into the home and find that it is messy. Any part of the home that has not been cleaned properly, whether there are dishes in the sink or hair in the sink in the bathroom, is unwelcome. This is a problem that stems from the cleaning company that you use, or yourself, if you are the one who is doing the cleaning before each guest arrives. If you are in the area, or if you have a property manager, it is always a good idea to do a walkthrough of the property before the new guests get to the place.
A third issue that could cause the guests to have a bad time and that could make them upset is having something in the home that doesn’t work properly. This could be anything from windows that do not open and close, a washer and dryer that are out of commission, a hot tub that does not work, or problems with the plumbing. Everything in the home should work, as this is what the guests expect and what they are paying for.
A fourth problem would be not being transparent with all the fees that the visitor will need to pay for the rental. Always make sure the guest knows exactly what the charges will be, and when they will be charged. If there are discrepancies, you can discuss them with the visitor.
These are just some of the biggest complaints that can come from guests. Fortunately, they are relatively easy to counter before they become a problem, so long as you are running a good business.
Listen to What They Say to Determine What They Need
When a renter calls you with a problem, you need to make sure you do not get overly defensive. Listen to their issue and put yourself in their shoes. You wouldn’t want to go on vacation only to find out that the place you are staying has plumbing problems. Listen to what they say to figure out what they need and what you can do to make things right for them. It might be as simple as restocking some supplies, such as cleaning products, that were missing from the cabinets. It might involve calling an emergency plumber. Find out their issue, let them know you are working on it, and then solve the problem. In most cases, this will help to calm them down.
Never Engage With Anger
Sometimes, guests can become angry and belligerent. This is true whenever dealing with customers in any type of business. At that point, it becomes very tempting to become just as angry and to take out your frustrations on them. This is the wrong approach to take, of course. You want to do your best to stay as calm as possible. In some cases, it might mean politely telling them that you will call them back after you’ve both had a chance to gather yourselves. Whatever happens, stay calm and take the higher road.
Dealing With Negative Reviews
Even when you do your best to provide the customer with a solution that takes care of their problem, there is the potential for them to leave you with a bad review. When this happens, try your best to take it in stride. Read the review and respond to it calmly and professionally. Address the problems, try to turn the negative into a positive, and let them know that you are working to correct, or have corrected, any issues that have occurred on the property.
This shows the reviewer, and others who are looking at those reviews when making their decision, that you are listening and that you care about their experience. By showing the potential renters that you are proactive, and that you are professional, even negative reviews do not always have to have negative implications for your business.
By following the advice here, you will find that you have a much better chance of reducing the number of problems at your vacation rental in the Outer Banks, and that you can handle any problems that come your way.