A vacation rental is a profitable investment that can help you achieve your financial goals. However, it comes with its share of problems you have to deal with, which is conflicts between you and your guests. Our guide takes you through vacation rental conflict resolution to help you manage your property effectively.
Why is conflict resolution critical in vacation rental management?
While you may do your best to avoid conflicts, sometimes they are inevitable. If ignored or handled unsuitably, they can ruin your business’s reputation and showcase you as irresponsible. That’s why wise conflict resolution is vital. It increases trust between you and your customers and boosts client loyalty and retention.
Do you want to learn how to maneuver through vacation rental conflicts and still thrive? Read on.
Types of Vacation Rental Conflicts
If you are away for a long time, you may not keep track of what needs replacement or repair. When the time comes to rent out your vacation home, you might have trouble with guests because some appliances or spaces may not be functioning.
Managing a vacation rental by yourself can be an overwhelming task. For instance, if you will be receiving guests in a week, you may decide to contact a cleaning company to dust, wash, and vacuum the house. If this company fails you till the last minute, your guests will encounter dirty spaces and hold you accountable. Some of them may go as far as leaving your business bad reviews.
While vacation rentals seem to be the recent booming business, it comes with uncertainties. You receive different types of guests from all over the world. Some guests may make excessive noise without caring about how the neighbors feel. This behavior may cause disputes with the neighbors.
Your guests may engage in activities that are against the law. For example, they may involve themselves in drug-related crimes. Such acts can cost you dearly; hence you should deal with them prudently.
Vacation Rental Conflict Resolution: How to Solve Conflicts
Mistakes do happen once in a while, and it is vital to correct them so that you don’t tarnish your business reputation. If your cleaning service did not turn up on time or there is an issue with the neighbors, here is how to handle it.
Step 1. Apologize
People want to hear that someone cares about them. They want to feel their concerns are valid and someone is working on them. So, when your guests find unclean rooms after hours of traveling, apologize for the mistake.
Whether it is your mistake, other service providers, or your neighbors, let them know you are not happy it happened to them.
Step 2. Solve the Problem
Is it cleaning or a leaking vent? Whatever the problem is, get an immediate solution if possible. If you cannot tackle the problem immediately, express your regret for inconveniencing your guests and tell them when you will be fixing it.
Step 3. Offer Restitution
The magnitude of the restitution you offer will depend on the inconvenience. For instance, if your guest had to wait for 10 to 15 minutes, you can send them a small gift the next day with an apology note. If it is something that will take much time, for example, cleaning, you may book them a dinner space in a nice hotel as they wait.
Step 4. Offer a Refund
What if your apology and reinstitution do not work? You might get guests who will not buy into the idea that you have good services after encountering one problem. They may be upset and not ready to hear you out. In such a situation it is good to offer them a refund. This act will help you avoid bad reviews.
Tips on Handling Unreasonable Guests
One of the main challenges when dealing with vacation rental conflict resolution is containing an unreasonable guest. But remember, you are in business, and you don’t want your business on every South Florida’s residents’ or guests’ lips for the wrong reason. Here are tips that will help you deal with unreasonable guests:
- Calm down. When a guest becomes aggressive or insults you, it is time to excuse yourself. Get off that call, then go for a walk or share with someone for you to calm down.
- Assess the situation logically. What is the problem? Can you tackle it? If yes, you can go ahead and suggest the solution to the guest.
- Offer the different solutions (in their correct order). Like any other guest, start by extending a reinstitution, then proceed to a refund if things won’t work out.
How to Handle Bad Reviews
Negative reviews can damage your business. They require shrewdness because you don’t want future guests to feel insecure. At the same time, you have to describe the whole situation precisely. When you get a bad review, tell the whole truth and how you offered a solution after realizing there was a problem. It will help potential clients see that you are willing to make things right. Whether the client remains arrogant or calls you names, be professional by not retaliating.
Have you ever heard a friend who owns a vacation rental complain of how a client messed up their business? If you have, you understand how bad it can get. If you want to be on the safe side, handle all conflicts by apologizing, tackling the issue, offering reinstitution and a refund, respectively. For bad reviews, be professional as you describe the whole situation and strive to show your prospective clients you offered a solution.
These are some of the tips to help you solve conflicts in your vacation rental. If you feel like it’s time to hand over your vacation rental to a property management company in South Florida, Dwelling Property Management offers you first-rate services, ensuring that everything is in place. Call us today at 954-290-2941 for more information.