As a Vacation Homes 365 host, you need to anticipate the possibility that your clients won’t like the property that you offered them. You need to understand that some guests are picky. Or perhaps, there was a mistake on your part. How do you address some of these common vacation homes complaints?
Successful VacationHomes365 hosts are not exempted from these occurrences. It is near impossible to keep your record spotless especially if you are still a novice host. Even some of the most seasoned VacationHomes365.com hosts have encountered these problems in the past. The thing that makes a difference is how you are going to address the situation. Here are some things that you need to remember when faced with complaints.
Understand the complaint
It is important to know what the complaint is all about. There are instances when complaints are not exactly valid and it is the fault of your guests. On the other hand, there are instances when it is your fault. Regardless if it is your fault or not, you need to know exactly what happened. It also shows that you care about the experiences of your guests when they rent in your property.
Create a protocol on how to handle the complaints
You need to also have a protocol on how you could be handling the complaints. Do you give discounts or perhaps, you simply apologize for the trouble that they encountered in your property? A protocol can prevent problems from getting worse. This can make sure that you can keep the guest calm and not go wild on social media or your rating. Of course, the last thing that you want is for the guest to leavea bad comment about your services.
Always be professional
Even if it is your guest’s fault, you should always remain calm. Keep in mind that the customer is still always right. And unfortunately, even in situations that they are wrong, they still deserve the respect because they’ve given their money to you.
Always leave room for improvement
You also need to make sure that you have an open mind whenever there are complaints. If there is room for improvement, you should choose to improve these situations. A lot of hosts don’t start with good at what they do. Keep in mind that it’s a learning process as well.
Now, what should you be doing? Do you hire other companies or freelancers to improve the job? Or maybe, you could do the improvement on your own?
You can learn a lot of things from other hosts as well. Other hosts that are doing things correctly can give you a lesson how they handle their property as well. If you are planning to improve the overall rating of your property on different platforms such as Airbnb and VacationHomes365, you will have to follow some of the most successful properties and pattern the strategies from what they did.
It is most likely difficult to be a host nowadays. There are a lot of complaints that you will encounter every now and then. However, you can always have a strategy when dealing with these problems.