Five Easily Avoidable Guest Complaints
Based on handling over 63,000 annual bookings, Evolve Vacation Rental Network identifies the five most common guest complaints and how to prevent them.
Guest post by Sari Eichenblatt from Evolve Vacation Rental Network
The Five Main Complaints
1. Poor Communication
Guests frequently feel their host contact is unavailable. Communication is key to a great guest experience and requires 24/7 accessibility from check-in through check-out. Even simple questions matter, as emergencies can occur.
2. Misleading Property Listings
Guests arrive expecting what was advertised. Key clarifications include:
- “Bedroom” must be an actual bedroom, not a pull-out couch or basement bed
- “Waterfront” means directly on water, not a short walk away
- “New” should describe actual new construction; “newly updated” better describes renovated properties
The advice: be accurate so the right guests find your property appealing without feeling misled.
3. Difficult Check-In Process
Guests arriving after long travel face frustration when unable to access the property. Solutions offered:
- Provide detailed entry instructions, especially for tricky locks
- Consider lockboxes or keypads for easier access
- Ensure availability during check-in times
A practical tip: add lock-testing reminders to cleaning checklists.
4. Unclean Arrivals
Dirty properties ruin the “home away from home” experience. The recommendation is using comprehensive cleaning checklists to prevent forgotten tasks.
5. Refund Requests
When experiences fall short of expectations — due to cleanliness, communication, or access issues — guests request refunds. Hosts should establish clear refund policies for various situations.
Bottom Line
Successful rental owners double-check details, maintain communication, and offer quality hospitality while using available tools and services to ensure guest readiness.
Looking for tools to put these ideas into practice? Explore Properly’s solutions:
- Skills library — train your team with photo-guided modules for every task
- pricing options — find the right plan for your operation
- Autoscheduler — automates turnover scheduling so nothing falls through the cracks
Ready to automate your rental operations?
Join 10,000+ hosts who use Properly to automate turnovers, verify quality, and deliver five-star stays.