Negative reviews are a vacation rental owner’s worst enemy. It is important to understand these reviews do not come out of nowhere. In fact, most bad reviews are left for one of five reasons.  Take a look at the five reasons for bad reviews, and see how you can avoid these common issues. 

The Listing Doesn’t Match the Property

No one wants to enter a vacation rental home and realize it does not live up to the listing.  As a vacation rental owner, you have to be as honest as possible.  You need to use honest words and pictures so potential guests see your property for what it really is.  Never mislead renters, as you will surely end up with negative comments.

The House is Dirty

You might think you will never have to worry about your rental being dirty.  After all, you trust your housekeeper. She does a great job, and she has never let you down.

You need to keep something in mind. Your housekeeper is human, and humans make mistakes.  If you are in the vacation rental business for very long, you will likely find yourself in a situation where your housekeeper forgets to clean the property between renters. 

 Therefore, it is a good idea to be prepared. Have your housekeeper’s phone number on hand so you can contact her immediately.  Also, have the number of a back up housekeeper in case she doesn’t answer.  In addition, treat your guests to dinner while the housekeeper takes care of the mess.  By handling this situation properly, you can save yourself a headache-and a bad review.

The Deposit Was Withheld Without an Explanation

If you are keeping a renter’s deposit, you need to provide them with a clear breakdown of the charges.  Did they break something?  Let them know.  Were they smoking inside, or did they sneak a pet into the house, even though you have a strict “No Pet” policy?  Provide all of the information to the renter in writing.  Do this in a timely manner to avoid a bad review.

The Owner Was Nowhere to Be Found

When you have a renter in the home, you have to be on call. That means you need to provide your renters with up to date contact information, and you have to make yourself available to answer renters’ calls.  They should be able to call you if the air conditioner breaks or if there are any other problems.

In addition, provide them with the number of a maintenance person.  That way, they can contact the maintenance person immediately if there is an emergency. 

Wireless Internet Didn’t Work

We live in a technological age, which is why wireless internet is such an important amenity to have in a vacation rental.  Of course, it is only valuable if people can connect to it.  Not everyone knows how to connect to wireless, which is why you need to provide clear instructions.  Also, explain in your listing that you are not responsible if the wireless internet goes out for any amount of time during a stay. 

Customer satisfaction is crucial in the vacation rental industry.  If you satisfy your customers, you will receive positive reviews.  Avoid the common issues that upset renters and you will be well on your way to a successful vacation rental business.