The most common mistakes made by owners of short-term rental properties. How to avoid them?

Often in our articles we emphasize how tough the short-term rental business is. Although for many investing in rental properties is one of the most attractive forms of investment, this business is extremely demanding. It requires knowledge, a lot of systematic work (including physical labor) and excellent knowledge of the industry.

Attracting guests and gaining positive reviews is a real challenge. In addition, surprises await property owners in the form of mistakes, which, seemingly insignificant, can effectively discourage guests from the offer. Imagine, for example, that the offer looks in the photos as if from an interior design catalog, because the creative owners used atmospheric, beautiful photos of similar decor, but bought online, while in reality they invested in basic furnishings, furniture of average quality, and the service leaves much to be desired at times.

The scenario is truly real, such situations happen to us, our friends, and they are not isolated cases. So if you are just starting out in the adventure of short-term rentals or have had a few slip-ups, this article will show you how to avoid typical mistakes and gain satisfied, returning guests.

Communicating with guests in short-term rentals

Communication with guests is the foundation of a successful rental. It’s your chance to make a good “first impression.” If you make the guest feel professionally served, get quick, helpful, specific answers even at the stage of choosing an offer, you stand a chance of gaining not only a successful booking, positive feedback that will attract more guests, but also a regular customer who will return to take advantage of your offer. At the same time, you need to be aware that delays and lack of response can make a guest feel ignored and opt for a competitor, which will certainly not have a good effect on your facility’s reputation and your booking calendar.

As an example, let’s give a situation where a guest asks about Wi-Fi access because it’s important for him to be able to work online from the apartment he’s renting, and doesn’t receive a response until several days later. In the meantime, he may choose another place to stay from the clutter of offers – and you will lose not only that reservation, but also a valuable opportunity to build a positive reputation and long-term relationship. Answering questions in a matter of minutes/hours can be crucial and help establish that first thread of trust. Fortunately, there are ways to streamline the process and avoid communication mistakes that can discourage potential guests.

How to avoid a communication mistake with a guest?

Accelerate responses: Taking advantage of communication tools, such as booking software, is an easy way to improve contact with guests. An example of such a solution is the BedBooking app, which allows you to send welcome messages, as well as answers to frequently asked questions. With this system, the guest gets instant confirmation of the reservation and access to basic information – such as how to open the door, how to park, where to find the nearest stores. With BedBooking, you can create message templates that will be sent more efficiently, saving time and allowing smooth communication with guests. In this way, message templates will not only relieve you of repetitive questions, but will also build trust with guests, who will feel professionally served from the very beginning.

Create a guide: Instead of answering each question individually, prepare a detailed guest guide that is available at the property or sent automatically before arrival in the form of a .pdf or presentation. Such a guide can include a FAQ (frequently asked questions) section, directions, house rules and local recommendations. You can also include practical information, such as rules for using household appliances or safety instructions. The guide avoids questions that are actually already there, and guests will appreciate the ability to easily access important information, which will increase their comfort level and positively affect their assessment of their stay.

Booking apps: Apps, such as BedBooking, help remind guests of their reservation, check-in time and other important aspects. BedBooking is more than a simple calendar – it’s a true “smart assistant” for any host. With this tool, you get full control over your property and reminders that take the stress out of your daily chores. For example, BedBooking will remind you of a guest’s upcoming check-in, notify you of a missed payment for a stay, and even remind you to clean up before new guests arrive. The system also allows you to share tasks with your employees, ensuring that everyone knows what their responsibilities are – whether it’s cleaning, preparing beds or checking supplies in the kitchen.

Message templates: Instead of wasting time manually sending messages, BedBooking offers the ability to create fully customizable message templates. This practical solution allows for quick and personalized communication without the risk of mistakes. You can easily create message templates with dynamic tags that automatically include the guest’s name, check-in date or price for the stay. This type of personalization makes your guests feel special and appreciated, and you get the assurance that all the necessary information has been communicated in a professional manner.

With solutions like BedBooking, managing communication becomes simple and intuitive. Hosts love this “smart assistant” that takes care of organization and automates processes with precision, while guests receive quick responses and personalized service, resulting in higher ratings and better reviews.

Improper property preparation

I pay – I demand – the constant thought of guests, quite right, by the way. Upon arrival at a property, guests expect to find what they paid for. If upon arrival they find a dirty kitchen, a broken chair or charmless, mismatched furniture, you are guaranteed negative feedback.

How to avoid this mistake?

• Regular cleaning: It’s worth hiring a professional cleaning service to take care of the details, such as clean corners, fresh linens and the right smell. If you take care of the cleanliness of your short-term rental properties yourself – at least every few weeks, invest in a cleaning crew with the right equipment. Guests will notice and appreciate it!
• Ongoing maintenance: Every item in a property wears out, especially with high occupancy. Regularly check the condition of furniture, appliances and fixtures. Instead of waiting for a guest to report a problem, initiate repairs yourself – you’ll avoid dissatisfaction from your guests.
• Decoration and aesthetics: Details such as live potted plants or interesting paintings, posters or photos on the walls can make a place seem cozier. Guests often pay attention to the atmosphere of an interior and are more likely to return to aesthetically pleasing, well-kept places. It’s also a great way to make your property stand out.

Mismanaging your booking calendar

If the booking calendar is not synchronized or not managed with due diligence, a situation can arise where two different groups of guests are waiting for the same place. Who’s first, the better? Unfortunately, guests are unlikely to appreciate the “survivalist vibe” and the struggle for accommodation will probably end in negative reviews.

How to avoid this mistake?

• Synchronize your calendar: If you are listing a property on several platforms, make sure your calendars are synchronized. Many booking software such as BedBooking offer the option to automatically update availability.
• Systematic: Establish a regular policy of checking your calendar, especially during high-traffic seasons. If you’re unsure of your organization, consider working with a rental manager or an outside company to handle bookings.
• Booking apps: By choosing a proven booking program, you’ll be assured that your calendar is updated automatically, and you’ll avoid unpleasant surprises. Check out what the BedBooking app can offer to streamline your business.

Inconsistency of the offer with reality

Despite appearances, this is one of the most common mistakes. Good marketing – yes, lying and coloring – no. “Cozy apartment with sea view” sounds great… until it turns out that you can only see the sea through binoculars. Reality can sometimes be too cruel for guests who feel cheated. When the offer doesn’t match reality, guests can leave unflattering reviews that will effectively scare off more takers.

How to avoid this mistake?

• Honesty in description: When describing your property, be honest. Give both advantages and disadvantages (such as information about the lack of an elevator). Visitors appreciate honesty more than uncomfortable surprises.
• Realistic photos: Professional photos are important, but try not to make them too exaggerated. Instead of turning up the colors, go for natural light that captures the actual look of the interior.
• Regular updates: If you change the furnishings of your apartment or add new items, be sure to refresh the photos and description. Visitors will appreciate the timeliness of the listing and may be more interested in the new amenities.

Lack of flexibility in terms of check-in and check-out

Guests appreciate the ability to adjust their arrival or departure times, especially if they arrive late in the evening or need to leave the property early. An overly rigid approach can discourage them and affect the final rating of their stay.

How to avoid this mistake?

• Flexible check-in and check-out: Offer self check-in, such as with an electronic lock or key safe. This will allow guests more freedom and make them feel more comfortable.
• Work with cleaning staff: Determine in advance what hours are most appropriate for preparing the property after each guest. This way you can offer more flexible hours without worrying about not having enough time to prepare the apartment.

Improper rental pricing

“Too expensive!”, “something cheap (?)”. – how many people, so many opinions, it is known. Pricing can be a challenge, especially if you have no experience in short-term rentals. Prices that are too low can cut into your profits, while prices that are too high can scare off potential guests. So how do you find the golden mean?

How to avoid this mistake?

• Competitor analysis: Regularly check the prices of similar offers in the area and adjust your price to match theirs. You can use analytical tools or price suggestion features available in some booking software.
• Adjust prices to the season: The summer season, holidays or long weekends are times when you can raise prices. Be sure not to overdo it, though, as guests are able to review deals in the area and may choose a cheaper option.
• Introduce discounts: Discounts for longer stays or last-minute bookings are a way to attract guests during periods of lower occupancy.

Above we have outlined some of the common mistakes that short-term rental property owners make. They seem familiar and logical, but sometimes everyone falls into the trap of austerity, momentary indisposition or excess of responsibilities. However, it is not worth letting go. The key to success in short-term rentals is understanding the needs of guests and avoiding basic mistakes. Communication, proper preparation of the apartment, consistency of the offer and flexibility are the foundations that will allow you to attract guests and build a good reputation.