Is your vacation rental journey leaving guests journey lost somewhere between ‘book now’ and ‘leave a review’? I’ll guide you through the steps to keep guests happy and your reviews glowing.

Before we start in, don’t forget to subscribe so you never miss another episode brimming with tips to keep your bookings buzzing and your guests raving. Ring that bell, so the only thing you’ll miss is a guest’s 2 a.m. call about where the toaster lives!

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Let’s get real: The guest journey isn’t just about check-in and check-out. It’s about every tiny step in between. From that first click on your listing to the heartfelt review they leave (or don’t) afterward, each moment shapes your business reputation — and your bank balance.

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And trust me, the journey has more plot twists than a soap opera. Miss a step, and you could end up with guests who feel ignored, confused, or worse… writing that dreaded three-star review.

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So today, we’re pulling back the curtain to map out the entire guest journey and make every stay one they’ll rave about.

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Stage One – Booking: More Than A Transaction

The journey kicks off long before your guests roll up with suitcases in tow. Booking is where you set the vibe.

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Think of your listing as your vacation rental’s dating profile. Swipe left if it’s boring. Swipe right if it sparks curiosity.

Key Tips:

• Use professional photos that sparkle — don’t make folks guess if that’s a window or a mysterious black hole in the living room.

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• Write clear, friendly descriptions. Avoid fluffy words. Guests want details like distance to attractions, parking, and Wi-Fi speed.

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• Automate pre-booking messages but personalize replies. A little “Hi Emma, great choice for your anniversary!” goes a long way.

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💡 From “Mastering Vacation Rentals: Start, Manage, & Thrive in the Rental Business”: First impressions count. A guest’s trust begins with how professional and informative your listing appears. Don’t skimp here.

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Stage Two – Pre-Arrival: The Anticipation Game

Your guest clicked book. Fantastic! Now don’t vanish like a magician. The days leading up to arrival are crucial.

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This is where you manage expectations and avoid panic-texts about gate codes at midnight.

Best Practices:

• Send a welcome email with:
  • Check-in times
  • House rules
  • Local recommendations
  • Contact info in case of emergencies

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• Provide a digital guidebook or welcome video. It’s like giving guests the keys to the city — minus the stress of folding maps.

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Think of yourself as a cruise director, but with fewer sequins. Keep them informed and excited!

Stage Three – Arrival & Check-In: Roll Out The Red Carpet

The check-in experience can make or break your review.

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Imagine arriving after a five-hour flight, only to be stuck outside fiddling with a lockbox that won’t budge. Not fun.

Smooth Arrival Tips:

• Make instructions crystal clear. Photos of entry points or lockboxes work wonders.

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• Personal touches (welcome basket, handwritten note) show you care.

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• Check in via message after arrival. A simple “Hope everything’s perfect — let me know if you need anything!” works magic.

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Remember: This is the honeymoon phase. Make them swoon!

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Stage Four – The Stay: Moments That Wow

This is your time to shine. Guests should feel comfortable, safe, and cared for without feeling smothered.

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Ways to Wow:

• Respond quickly to any questions. Even “Where’s the bottle opener?” deserves a swift answer.

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• Offer insider tips like hidden beaches, favourite coffee shops, or the best place for sunrise photos.

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• Keep amenities stocked. Running out of toilet paper is never a good plot twist.

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Personal example: One time, a guest messaged me about the squeaky ceiling fan. I sent someone that afternoon. They mentioned it in their five-star review. Tiny fixes = big loyalty.

Stage Five – Check-Out: The Lasting Impression

Check-out isn’t just the end; it’s the prelude to future bookings and glowing reviews.

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Don’t let guests leave feeling like they’re being chased out the door.

Check-Out Hacks:

• Send a reminder the day before with instructions.

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• Make the process simple. Nobody wants a six-page chore list.

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• Thank guests for staying and invite them back.

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Here’s where you can gently ask for that review. Keep it light:

“Thanks so much for staying with us, Emma! If you have a minute, we’d love your feedback — it helps us keep improving and makes a huge difference for our business.”

Stage Six – The Review: Your Golden Ticket

Reviews are the lifeblood of your business. Good reviews fuel future bookings. Bad reviews? Well, they’re like a bad hair day — visible to everyone.

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Boost Your Review Game:

• Respond to all reviews — even the not-so-great ones — with professionalism and empathy.

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• Learn from feedback. Fix issues and tell future guests how you’ve improved.

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• Remember, the review process is part of the guest journey. Leave them with a final positive memory.

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7 days. 7 steps. Zero fluff.

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It’s the Netflix binge your rental business needs.

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Download the “The 7-Day Vacation Rental Jumpstart” today.

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Get your copy now! You can find a link in the show notes.

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Which stage of the guest journey do you find the trickiest to manage?

Drop a comment below and let’s swap stories (and maybe a few war wounds!).

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Here are Your Key Takeaways

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In Conclusion

Mastering the guest journey isn’t about fancy perks. It’s about understanding your guests, anticipating their needs, and showing you care. The payoff? Loyal guests, better reviews, and higher profits.

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If you’d like to dig deeper into turning every guest journey into five-star magic, check out Mastering Vacation Rentals: Start, Manage, & Thrive in the Rental Business. It’s packed with real-world strategies to keep your rental thriving.

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Subscribe so you don’t miss future episodes. Next time, we’ll tackle what to do when guests decide to extend their stay… and you’re secretly hoping they won’t!