Learn what guests are really looking for in today’s vacation rentals and how to deliver it.

As COVID-19 restrictions eased globally, many property owners embraced the return to steady bookings. Yet, this comeback has revealed an unexpected challenge: a drop in guest satisfaction that’s impacting the vacation rental industry. What’s causing this decline, and how can vacation rental owners respond effectively? Let’s break it down.

Why Has Guest Satisfaction Dropped?

While guest numbers have rebounded to near pre-pandemic levels, the way people travel has changed. Shifts in travel purpose, destination preferences, and traveller types are reshaping guest expectations.

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Here are five key factors affecting guest satisfaction specifically for vacation rentals:

#1. Changes in Accommodation Preferences

   Many travellers are choosing vacation rentals over traditional hotels, seeking unique and flexible experiences. However, some of these guests arrive with hotel-like expectations, such as daily housekeeping or on-site dining options, which many vacation rentals don’t typically provide. This mismatch in expectations can lead to dissatisfaction.

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#2. Evolving Guest Demographics and Needs

   Traveller demographics have shifted, with a mix of family, couple, and business travellers. Business travellers, for instance, expect reliable Wi-Fi, quiet workspaces, and comfortable amenities—things that some vacation rentals may not fully provide, leading to lower satisfaction.

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#3. Changes in Guest Experience

   For guests looking to escape their homes, vacation rentals were a dream come true post-pandemic. But reality sometimes fell short. Many guests have reported dissatisfaction with cleanliness, customer service, and limited amenities, which has driven down satisfaction scores. Addressing these areas can help bring guest satisfaction back to where it needs to be.

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Key Areas Impacting Satisfaction in Vacation Rentals

Each element of the guest experience has a unique influence on overall satisfaction. Here’s a closer look at the main areas driving this decline:

Cleanliness

Cleanliness is consistently a top concern among guests. With staffing shortages, some vacation rentals have scaled back on mid-stay cleaning, leaving guests frustrated by uncollected trash, unchanged linens, and visible wear. Labour shortages mean many vacation rental operators focus on cleaning between stays, impacting the in-stay experience.

Solutions for Improvement:

Offer Essential Housekeeping Options: Provide minimal mid-stay services such as trash removal, fresh towels, and optional linen changes.

Clear Communication: Be upfront with guests about housekeeping policies before arrival, especially if they differ from pre-pandemic standards.

Streamlined Cleaning Solutions: Consider outsourcing cleaning services or providing self-cleaning options (such as in-unit vacuums) to ensure a clean environment without overburdening staff.

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Amenity Expectations 

While vacation rentals don’t typically offer in-house dining like hotels, guests still expect convenience. Limited dining options and lack of breakfast can lead to dissatisfaction, particularly among guests used to hotel amenities.

Solutions for Improvement:

• Local Partnerships for Dining: Partner with nearby cafés or restaurants to offer guests discounts or vouchers, giving them a local dining experience.

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• Simplified Breakfast Options: If feasible, consider providing boxed breakfast options or easy self-serve items to enhance the guest experience.

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• Clear Expectations: Let guests know what food options are available or nearby, and set realistic expectations on dining in advance.

Pricing and Value Perception

Many vacation rentals have maintained or even increased rates, reflecting high demand. However, guests may feel that the value they’re receiving doesn’t match the price, particularly when amenities like housekeeping and breakfast are absent.

Solutions for Improvement:

Transparency with Service Limitations: Rather than lowering rates, be clear about what services are included. Aligning expectations can prevent disappointment.

Add Value with Perks: If certain amenities are unavailable, consider offering perks like free parking, upgraded Wi-Fi, or vouchers for local attractions to increase perceived value.

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Customer Service and Responsiveness

In vacation rentals, customer service is vital. Many guests expect swift responses to questions or issues. However, owners and managers have been stretched thin, making it challenging to maintain high service levels consistently.

Solutions for Improvement:

Focus on Guest Interaction: Train staff or provide guidelines for handling guest interactions positively, even in high-stress situations.

Use Automated Communication: Set up automated responses for common questions (check-in details, Wi-Fi passwords) so guests feel informed and attended to without stretching staff resources.

Encourage Positive Feedback: Recognize staff or property managers for excellent service to motivate continued high-quality interactions.

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Practical Steps to Improve Guest Satisfaction in Vacation Rentals

Here are actionable steps to elevate guest satisfaction:

• Address Housekeeping Gaps: If staffing limitations prevent full housekeeping, offer essentials like towel changes, trash removal, and replenished toiletries.

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• Keep Cleanliness Standards High: Guests notice when a property feels unclean. Make maintenance a priority to leave a good impression.

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• Provide Clear Dining Information: Partner with local restaurants or provide easy breakfast options to meet guest dining needs.

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• Set Transparent Expectations: Guests may be willing to pay a premium if they know exactly what services to expect, so be upfront.

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• Optimize Guest Communication: Equip your team with tools and support to handle guest inquiries efficiently, enhancing overall satisfaction.

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If you’re still scratching your head on how to nail this whole vacation rental game, I’ve got something special for you! Dive deeper into our free PDF, ‘Unpacking Your Property – The Top 25 Secrets to Successful Vacation Properties’. Trust me, this is the cheat sheet you didn’t know you needed!

What Are You Doing to Improve Guest Satisfaction?

Let’s share ideas in the comments.

In Conclusion

The vacation rental industry continues to face challenges, and a one-size-fits-all approach won’t work. However, doing nothing isn’t an option. Owners who don’t address these issues risk long-term damage to their reputation. By gathering detailed guest feedback and acting on it, vacation rental owners can pinpoint the most effective strategies to boost and sustain guest satisfaction.

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Now is the time to act thoughtfully, communicate transparently, and support your team. By following these steps, you can help restore the positive experiences your guests expect and appreciate.