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Managing Your Guests
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Managing Your Guests
Let's face it. People can be difficult to deal with at times. They call or email at all hours of the day and night and expect an immediate response; they can be demanding and at times, often seemingly unreasonable. Most of the time though, managing your guests will be a breeze, but when challenges arise, it's good to know how to deal with them.
This James Yorke quote sums it up:
"The most successful people are those who are good at plan B.This section is about getting good at contingency planning -- thinking ahead to what may occur rather than waiting for something to happen. It could be as simple as providing an list of Frequently Asked Questions on your web site or creating a comprehensive property manual; making your pet policy clear, or drawing up a rental agreement with simple Terms and Conditions of Rental.
We'll provide you with the resources to make the process of renting as hassle-free as you want it to be. And when you have a question or need a quick answer to a pressing problem, just post it in the forum and someone will be along to help you out.
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Shopping Local -- Are You Sharing Your Secrets?
When your guests book your vacation rental, they will look to you to provide in-depth information of the area, particularly if it's off the beaten path. Sharing your local knowledge will endear you, not only to the people who will stay there, but also to others who come to your web site searching for accommodation in your location. . . . keep reading
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10 Preventable Complaints
Some situations are impossible to predict. A previously operational appliance failing, or a weather related incident knocking out the internet are just a couple of things that could occur out of the blue. However many complaints arise from completely preventable scenarios and taking steps to avoid them can save you time, stress and the potential for negative reviews. . . . keep reading
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A Summer of Learning
As the part-owner and President of a busy vacation rental agency - http://www.clrm.ca- I see a wide range of issues that arise during the year but the bulk of them come in the ten weeks of our high season, from the end of June to early September. Most deliver a learning point so here's the top five from 2011. . . . keep reading
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Returning Guests are The Holy Grail of the Vacation Rental Business
We've just booked a family into Osprey Cottage for their 6th year. They always book a week in September and refer to it as "our home away from home" in the country. They tell us they start looking forward to it in January and the thought of their vacation on the river keeps them going through the long winter. . . . keep reading
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You could be sued! How to avoid a law suit
We live in a 'blame' culture where the answer to every perceived wrong appear to be to sue the pants of the person 'responsible'. Unfortunately, as this cautionary tale shows, we vacation rental professionals are not immune from this threat. Here's the three things you absolutely must do to avoid a potential lawsuit, or at least create a solid defense should one be launched against you. . . . keep reading
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Are You Welcoming Your International Guests?
Regardless of the location of your property, it is likely you will have some guests travelling internationally which means they will be entering a very new environment, not only at your property but as soon as they arrive at the airport. From my perspective of owning a property in Canada, and also having the experience of arriving here from the UK, I feel responsible for ensuring my international guests are aware of some of the major differences, from the moment of their arrival. . . . keep reading
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6 Hassle Proof Methods To Ensure Smooth Guest Check-In
We all know how first impressions count, and the first ten minutes your guests' have at your vacation rental is the key to getting it right -- a smooth arrival with happy guests checking in to their property without any hassle. Good preparation is the key to a problem-free check in and these 6 hassle- proof methods go a long way to ensure the only feedback is a positive review at the end of the rental. . . . keep reading
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How to Handle Guest Cancellations
Do you have a cancellation policy? Is it clearly stated on your web site; on your Terms and Conditions, and in your Rental Agreement? Do you know what you will do when a guest with a confirmed booking, calls and asks for their money back because an event has occurred and they need to cancel? If you've answered 'no' to any of these, you might find yourself in a sticky situation and really need to read this article. . . . keep reading
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Meeting Renters Expectations
Has anyone noticed how this year renters seem to have much higher expectations than before? I remember when the most asked question was, 'Does it have running water and electricity', and feeling amused and slightly smug saying that not only did my cottage have the luxury of an indoor toilet, but it also had a TV. Now, some of the most frequently asked questions are, 'What size is the TV and does it get the sports channel?', and 'Is there hi-speed internet?'
. . . keep reading
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Dealing With Damage - Do You Have a Plan?
No matter how well you screen your renters, talk to them before their vacation, and educate them with your cottage manual, there is a risk of damage. Some damage we can accept and will write off, but there's other situations where we must take a practical approach and put the responsibility for payment firmly in the renter's court. . . . keep reading
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Are High Maintenance Guests Your Best Assets?
It is likely that most of your vacation home rental guests will be of the low maintenance variety. They book; pay their money; arrive at the designated check-in time; leave promptly on the last day, and apart from a few lines in the guest book, you may never hear from them again.
. . . keep reading
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Why Your Friends and Relatives May Not Be Your Best Rental Clients
I talk frequently with vacation home owners who are considering renting and are understandably a little apprehensive about the prospect of strangers in their property. A common decision is to start out by renting to friends and relatives because it feels more comfortable when they know their rental guests, but there's evidence to show this is not the best choice to make. . . . keep reading
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Five Complaints That Can Easily Be Prevented
Put yourself in your rental guests' shoes. Perhaps you live in a high-rise condo building. You have a small balcony overlooking another high-rise condo building, so the only time you can enjoy fresh air and better views is when you get away from home.
. . . keep reading
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Here's what our members are saying ...
"My ranch has always struggled with bookings and now I wish I'd found out about your site sooner."
"It was exactly what I was looking for and my clients are leaving amazing notes in my guest book."
Jim P.
Hot Springs, AR
"I was amazed at how useful your downloads are. Your download library made my subscription worthwhile. Keep them coming and I'm definitely renewing!"
John A.
Kerrville, TX |
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