Service with a smile. Photo by Stephanie Liverani on Unsplash
Vacation Rental Blog Posts

Customer Service and Hospitality Tips

March 02, 2020

When it comes to customer service, it’s a good idea to take a page out of the book of 5-star resorts and use them as a role model. Of course, you aren’t going to have the budget that they do to supply all the extra amenities. But you can definitely bring an attitude of 5-star […]

When it comes to customer service, it’s a good idea to take a page out of the book of 5-star resorts and use them as a role model. Of course, you aren’t going to have the budget that they do to supply all the extra amenities. But you can definitely bring an attitude of 5-star hospitality to your property. 

Service with a smile. Photo by Stephanie Liverani on Unsplash

Service With a Smile

Things like service with a smile and going the extra mile for your guests goes a long way. This can help ensure they give you great reviews and come back to stay with you again in the future!

Employ a bit of that 5-star hospitality when you greet your guests upon your first interaction. Use their first name and be genuinely interested in their reason for coming to stay at your place. Your guests are going to be very excited about their upcoming vacation and it’s nice to reflect that excitement back to them.

Inform and Communicate

Make sure that they receive all the information they need for a smooth and easy check-in. Be available to answer any questions during check-in time if you offer self-check-in. If you greet them for check-in, make sure that you look presentable and remember service with a smile.

Once they check-in, let them know that they can reach out to you for any needs that come up during their stay. If hosting vacationers at your vacation rental is not your full-time job, communicate that to your guests. Let them know that you work another job, but will check text and email as often as possible to address any needs during their stay. 

Encourage Feedback

Once they’ve had a wonderful stay and are checking out, ask them for their feedback. Ask them if there is any way you can improve the unit. They may not even have answers to your question because they will be on vacation bliss and have no complaints! But they are usually touched that you asked. It is also a nice gesture coming from the customer service and hospitality standpoint. 

If they suggest something that is a quick and easy fix, then go ahead and take care of it right away. For something more expensive, set a plan to budget for it going forward. If they have a suggestion about the cleaning, go ahead and forward it to your cleaner.

Consider Your Cleaner Too

Preface any suggestions with a note saying that you are asking for feedback from your guests and you are trying to improve the guest experience. Always try to make my cleaner feel like she is part of the team.

There is a balance that you need to strike between satisfying the guests’ needs and making sure you treat your cleaner well. Having a happy, hard-working cleaner is also part of the 5-star experience! 

Angie Avatar

By Angie

Angie is a professional Airbnb and VRBO host that operates on the island of Maui, Hawaii.