The difference between a good vacation rental and great one is subtle. You may not even notice it at first glance. An infinity pool, Egyptian cotton Frette sheets, or a 90” flat screen are all great features but they do not make a great airbnb. A great vacation rental is the result of many minute details. You don’t need a limitless budget or a team of assistants to make your vacation rental great either; all you need is to care.
If you’re new to the concept, in order to care deeply, you must first envision yourself in someone else’s shoes. In this case, imagine you are a guest staying at your vacation rental. What questions might you have before booking? What about after you book, but before you arrive? While you are staying there? Anticipate all of these questions and make it super easy to preemptively answer these questions. Create well-thought out guide books and clear home policies. Publish these physically, and digitally, email them to your guests before they arrive, and ask questions to understand their motivations for staying at your property. If they’re traveling with small children, perhaps tell them about the lovely park down the street. If it’s a special occasion, take note of that and maybe even leave a bottle of wine with a handwritten note before their arrival.
Physical details matter too, and in order to truly make the guest experience great you should get your feet on the ground for this next part. Spend a few days at your vacation home and test out every room. How easy is it to live in the space. Would having a collection of phone chargers in a cute box on the bedside table make it easier for guests? Are the pillows adequate? Do bright lights peak between the curtains at night? Take a critical look at each space and make it not only functional, but think about how you could do one more small thing to make it extra special.
An airbnb can truly only ever be as great as the person managing it. If you don’t have the time, personality, or attention to manage your vacation rental well, outsource it. There are plenty of management companies out there, just make sure you find a good one, because the level of care that goes into your rental’s management directly correlates to your airbnb’s performance. If you do decide to manage your airbnb personally, take the time to establish clear procedures. Make sure you have a plan for overseeing cleaning, tackling routine maintenance, and handling guest communications like a pro. Be personable with your responses to guest inquiries, and when the opportunity presents itself, go the extra mile.
If I can ever accommodate an early check-in or a late check-out without affecting my occupancy rate or the experience of the next guest, I will. When issues happen, own it, but correct it as quickly and appropriately as possible. Recently, I found out the wifi went out at one of my properties on the morning of a same day turn-over. After personally troubleshooting the issue to no avail, I relinquished to scheduling ATT for the following day. Knowing my incoming guests were digital nomads, I understood that a bottle of wine or a reimbursement would not placate this fiasco. Before they arrived, I reached out and was upfront about the wifi problem, as well as the solution. I apologized profusely, told them the repair tech would be there first thing tomorrow, and I purchased a hot spot for them. That’s how you make a great airbnb, in fact, they went so far as to say, “greatest of all time”.
This property doesn’t have all the bells and whistles. It doesn’t have an epic game room, or gorgeous hill country views. It doesn’t have 5 bedrooms all with their own en-suite bath. Hell, it doesn’t even have a bath tub. But, it does have an owner and operator who cares deeply about the guest experience, and that is what makes a great vacation rental.
