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Dealing with complaints can be a reality for a lot of vacation rental hosts. San Francisco today is a hub for tourists both local and international. You have different people going to the most popular places in the area from the Golden Gate Bridge to Alcatraz. But of course, a lot of them tend to stick to Airbnb and other vacation rental websites because they are trying to spend not as much.
It is a great opportunity for a lot of homeowners to take in guests this way. However, you also have to understand that complaints can be common especially if you are taking in a lot of guests throughout the month. You have to understand the fact that you can’t really please everyone.
Now, why do complaints kill a vacation rental business? Here are some things that a complaint can do to your vacation rental.
It Spreads Fast
The first thing that you have to understand is that complaints tend to spread fast. You have to understand that since it is online, it is seen by a number of people. Remember that potential guests will dig deep to what your record is.
They will most likely try to see if you can offer them a good or a bad experience. Anything online can easily be seen. Also, keep in mind that it is hard to take down or correct something that has been written online.
Double-blind
Another thing that makes complaints a bit tricky is the fact that you review one another in a double-blind manner. That means after the guest stays, you may be caught off guard that he or she has something negative to say about your property or about the way you actually operate the property. But the good news is that you will most likely see red flags whether the guest is happy or not. And also, you can prevent this from happening by having a number that they can contact. You want to respond to their inquiries in case they are having some difficulties with the property.
Highly Competitive Niche
Another problem that you will have if you have a complaint on your vacation rental is that it is a very highly competitive niche. This means that they may not even try to see if you have corrected the mistake that you’ve done in your property in the past. It is unfair but it is simply just the way it is.
If you plan on cleaning your negative reviews online, it is important that you understand how the platform works. For instance, if you are going to use Airbnb, perhaps, you can announce the improvements that you have made in your profile. Here, the potential guests will have an idea exactly what your current property offers to the table.
A complaint can go a long way. In fact, many consider online reviews today as good as word of mouth recommendations. Now, since these complaints can destroy your business, it is always a good idea to know how to handle them and how you can prevent them.