Short-term rentals have become increasingly popular, offering travelers unique and often more affordable alternatives to traditional hotels. Platforms like Airbnb, Vrbo, Booking.com, and Evolve make it easy for property owners to rent out their homes, but with that convenience comes a set of common complaints from renters.
Knowing top complaints and proactively addressing them is one-way property owners in Hershey, Lancaster, Harrisburg, Gettysburg, and York can ensure better reviews, higher booking rates, and higher margins.
Top Complaint: Cleanliness Issues
Cleanliness is always a top concern highlighted in short-term rental reviews. Guests expect STRs to offer the same impeccable cleanliness as a good hotel, and any deviation from this standard can result in negative feedback.
Common complaints include dirty or unkempt bathrooms, stained or unwashed linens, dusty or cluttered surfaces, and unclean kitchens with food residue. These issues not only impact guest satisfaction but also result in bad reviews that reduce the likelihood of future bookings. Property owners must ensure meticulous and consistent cleaning practices to meet guests' high expectations and maintain positive reviews.
How to Address It:
Create a Cleaning Checklist: Develop a detailed checklist that includes all areas of the property, from top to bottom. Working through a checklist ensures nothing is overlooked, from changing the bed linens to wiping down appliances. This list will help the property's cleaners address every issue every time.
Regular Deep Cleaning: In addition to regular housekeeping, schedule periodic attention to tasks that might not get daily attention, like shampooing carpets, flipping mattresses, steam cleaning countertops, vacuuming or laundering curtains, washing windows, and cleaning floors under furniture. Vacationers can be messy, so schedule deep cleaning according to occupancy rates.
Hire a Professional Cleaning Service: Prompt cleaning of short-term rentals is a recurring issue for property owners. That's why it's smart to invest in a reputable cleaning service that specializes in short-term rentals. LMT Perfection offers pro cleaners who can clean properties quickly and professionally. Every team member is well-versed in the high standards guests expect and can ensure that the property is thoroughly cleaned between stays.
Top Complaint: Inaccurate Listings
When a property does not match the online description, your STR will receive negative reviews. Outdated photos, misleading or exaggerated descriptions, or omitting important details such as the actual size of the space or nearby construction activities can all upset renters. However, when property owners regularly review online information for accuracy, they can note potentially problematic issues and regulate renters' expectations.
How to Address It:
Be Transparent: Ensure that your listing accurately represents the property. Include detailed descriptions that honestly portray the space, including any potential drawbacks, such as a small bathroom or a steep staircase. Include measurements.
Update Regularly: As your property evolves, so should your listing. Update your photos and descriptions whenever there are significant changes, such as renovations or new furniture. Even when changes are minor, such as a change in wall color, it helps to update every year. High-quality photos are a must. Make sure your photos are as good or better than your competition's shots.
Include All Details: Mention anything that might impact a guest's stay, good or bad. Be honest about details such as noise levels, parking availability, or whether the property is located in a bustling urban area or a quiet suburb. By managing expectations, you'll have happier guests and better reviews.
Top Complaint: Unresponsive Hosts
Communication issues and responsiveness can quickly sour a guest's experience. Common complaints include hosts who are slow to respond to inquiries, are difficult to reach during the stay, or fail to provide important information like check-in instructions.
How to Address It:
Provide Clear Instructions: Ensure that guests have all the information they need well in advance of their stay. Create a list of instructions that includes check-in/check-out directions, Wi-Fi passwords, emergency contact information, and even the type of coffee available. By anticipating questions, you'll reduce the number of urgent requests.
Be Available: Respond to guest inquiries as quickly as possible, ideally within a few hours. Hiring guest hosts from LMT Perfection can help. We use templates for common questions to streamline the process while still providing thorough responses, and we're on call 24/7.
Be Courteous: When things go wrong, guests can be rude. But hosts must maintain their cool even when guests do not. LMT Perfection offers calm, courteous assistance, even when guests forget their manners.
Top Complaint: Maintenance Issues
Guests expect everything in the rental to be in good working order. Complaints often arise when something breaks or doesn’t function properly, such as a malfunctioning air conditioner, broken appliances, or leaky faucets.
How to Address It:
Regular Inspections: Be proactive. Make a checklist of maintenance issues and conduct regular inspections of the property to identify and fix potential issues before they become problems for guests. As a co-host, LMT Perfection regularly checks the HVAC, water pressure, lighting, the working order of appliances, locks, and general maintenance of every property between bookings.
Maintenance Schedule: Create a schedule for preventative maintenance tasks such as HVAC servicing, plumbing checks, and appliance maintenance. Proactively replacing small items like gaskets, bulbs, batteries, or filters can help prevent bigger issues from arising during a guest's stay.
Provide a Quick Fix: Equip the property with basic tools and instructions for minor issues, such as resetting a tripped circuit breaker or replacing a light bulb, so guests can resolve minor problems themselves if they’re comfortable doing so.
Top Complaint: Noise and Privacy Concerns
Noise from neighboring properties or a lack of privacy can be major turn-offs for guests. Complaints often center around thin walls, loud neighbors, busy streets, or small backyards.
How to Address It:
Soundproofing: Invest in soundproofing measures. Sound travels in empty rooms, so adding softer surfaces dampens noise. Full, thick curtains, fluffy rugs, lots of pillows, throws, upholstered furniture, and wall insulation (inside or out) effectively reduce noise levels inside the property.
Set Expectations: If your property is in a lively area, be upfront about potential noise. Consider providing earplugs or white noise machines to help guests sleep better.
Privacy Measures: Describe potential privacy issues for guests in the listing. If your property has a wall of glass facing a busy street, describe it. If it's a secluded cabin, add that to the listing. Most guests expect all windows to have privacy options, such as curtains that close completely or opaque window blinds. If yards are close to neighbors, consider installing privacy fences or screens.
Top Complaint: Poorly Equipped Kitchens
A key reason many guests prefer short-term rentals is the ability to cook their own meals, so a well-stocked kitchen is essential. Complaints are common when kitchens are under-equipped, lacking basic utensils, cookware, or appliances, making meal preparation frustrating or even impossible. Property owners should ensure their kitchens are fully equipped with essential items like pots, pans, cutlery, and small appliances to meet guest expectations. This attention to detail can significantly enhance the guest experience, reduce negative feedback, and encourage repeat bookings.
How to Address It:
Stock Up on Essentials: Ensure the kitchen is equipped with all the basics, including pots, pans, knives, cutting boards, and a variety of utensils. Consider adding small appliances like a coffee maker, toaster, and microwave.
Provide Basic Supplies: Offer guests basic pantry items like salt, pepper, cooking oil, and coffee. This small gesture can go a long way in making guests feel welcome and comfortable. It's also smart to offer a list of nearby bakers, markets, and grocers, so it's easier for guests to shop.
Regularly Check Inventory: After each guest’s stay, check the kitchen inventory to ensure nothing is missing or damaged and replace items as needed.
Top Complaint: Check-In/Check-Out Issues
Complicated or inconvenient check-in and check-out processes can lead to guest frustration and negative reviews. Common complaints include unclear instructions, inflexible check-in or check-out times, and difficulty accessing the property. To improve the guest experience, property owners should provide clear, detailed instructions and consider offering flexible check-in and check-out options. Ensuring the property is easily accessible, whether through a lockbox, smart lock, or other secure method, can also help prevent issues. A smooth, hassle-free process sets the tone for a positive stay and can significantly enhance guest satisfaction.
How to Address It:
Simplify the Process: Use keyless entry systems or lockboxes to make it easy for guests to access the property without needing to coordinate with the host.
Flexible Timing: Offer flexible check-in/check-out times whenever possible, especially if you don’t have back-to-back bookings. This can be a major plus for guests who have late or early flights.
Clear Instructions: Provide detailed, step-by-step instructions for check-in and check-out, including photos or videos, if necessary, to ensure that guests can easily follow the process.
Ready to Make the Most of Your STR?
By addressing these common complaints, property owners can significantly enhance the guest experience, leading to better reviews, repeat bookings, and a successful short-term rental business. Transparency, communication, and attention to detail are key to avoiding these pitfalls and ensuring that every guest has a positive stay. If you want help improving your property, upgrading the guest experience, or hiring excellent co-hosts, contact LMT Perfection today.