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Providing a good Guest experience

How do I make sure my guests enjoy their stay?

The number one rule of property management is to make sure your Guests enjoy their stay. Providing a good Guest experience is critical to your business: it drives repeat bookings, word of mouth referrals and good reviews.

A good Guest experience depends on a number of factors, including trust, privacy, and security and safety. We encourage Property Managers to meet the following guidelines when receiving Guests.

Trust

Make sure the photos and descriptions on your Listings are accurate and kept up to date. There is nothing worse for a Guest than arriving at a holiday home and finding it completely different to what was advertised. If you agree with the Guest about meeting for check-in, or about providing extras and services, you need to uphold those agreements. Show the Guest that you can be trusted.

Privacy

For the period that your property is rented to Guests, it is their private space. Do not stop by unless you have agreed this with the Guest beforehand. Do not enter the garden or pool area unless you have a specific agreement with the Guest. Never enter the house, even if the Guests are not home: this is considered a violation of privacy and will damage your reviews.

If housekeeping, a gardener or a maintenance person will need to visit the property during a Guest's stay, tell the Guest at check-in so that they are aware.

Security and safety

Security and safety are important considerations and should be communicated to every Guest, so that they are aware of the emphasis you place on them.

  • Meet regulations: ensure your property meets government and safety codes for your area.
  • Electrical safety: fix any exposed wires and ensure that all appliances and equipment are properly and safely installed.
  • Hazards: remove anything that might cause a Guest to trip or fall, or mark these areas clearly.
  • Detectors: install smoke and carbon monoxide (CO) detectors in your property and test them regularly.
  • Appliance instructions: provide clear, detailed instructions for using appliances, air conditioning and heating.
  • Emergency numbers: display emergency numbers in the property.