4 Guest Expectations that Short-Term Rentals Should Meet to Boost Property Ratings

Several studies and statistics prove that good customer reviews and ratings are important. 97% of consumers refer to online reviews before making any buying decision. 85% even trust online reviews as if they were done by a relative or friend.

What does this have to do with short-term rentals? If you want to increase your bookings and occupancy rates, you need to pay attention to the reviews that your property is getting. According to rental experts, shortlets with positive ratings will get more bookings and visibility in letting platforms compared to those with more negative reviews. That means the more you accumulate great reviews and ratings, the better it’ll be for your property’s performance and rental income potential.

The question is, how can you improve these customer ratings? By simply meeting guest expectations. This goes beyond giving them five-star amenities. The key is to provide an overall positive guest experience. By understanding what guests expect from their stay and catering to their preferences, you increase the chances of getting positive ratings.

In this article, you’ll learn more about guest expectations, specifically the 4 important ones that you need to focus on to boost property ratings and get more bookings.

How Guest Satisfaction Leads to Customer Reviews

Meeting guest expectations is crucial to the success of short-term rentals. Salesforce reveals that 57% of customers would recommend a company after exceeding their expectations. So if you want to boost your property’s ratings, pay attention to guest expectations. If they leave your property in high spirits, they’ll be more willing to leave a review to promote your five-star amenities. They might even recommend you to family and friends and make plans to rebook in the future.

Once you’ve accumulated these 5-star ratings, your property will be on its way to maximising occupancy rates and rental income potential. According to 2022 Airbnb data, guests are more likely to book properties with higher star ratings. So if they see your property with 5-star ratings, they’ll choose to book a stay with you over other properties in the area.

While positive ratings are ideal, don’t try to fake the reviews or get rid of negative ones. Potential customers get suspicious if a company doesn’t have negative reviews. No business is perfect and customers are aware of this. Some customers want to read negative reviews to see how the business handles mistakes. Study shows that 7 out of 10 buyers read negative reviews to gain insight into a product. 4 out of 10 even say that negative reviews build credibility.

This means meeting guest expectations is vital, but so is your ability to handle mishaps and emergencies. Some positive reviews start with a negative one but if you can handle issues promptly, that can work in your favour.

4 Guest Expectations for Short-Term Rentals

Now that you understand how guest expectations lead to positive reviews, it’s time to start taking action. How can you elevate the guest experience to improve satisfaction and accumulate positive feedback?

Pay attention to these 4 guest expectations.

Efficient service

Efficiency is crucial in any business - the same is true for short-term rentals. You don’t want to just give them five-star amenities. You need to deliver efficient service and immediate action whenever an issue arises.

It all starts with communication. When guests submit an inquiry, they expect a prompt response. So if they have problems with the WiFi, they’ll appreciate immediate feedback. They also expect a smooth and streamlined booking and check-in process. This will start the guest experience in a positive light.

If you can’t meet their immediate needs, it affects their satisfaction level. But if they are impressed with your service, they are more likely to receive better reviews.

Trustworthy and Reliable

Safety is important for short-term rental guests. They need to see that the property meets the security standards and safety regulations. Ensure that the property is completely compliant. Install smoke and carbon monoxide alarms. Include water leak detectors to monitor the structure of the property.

Make sure these are part of the property description so guests know the security you provide. They’ll know that your property is compliant and it’ll appease the safety-conscious travellers. This will increase the chances of getting better reviews and ratings.

Personalised offers

Several studies reveal that 77% of customers prefer getting personalised experiences. They are even willing to pay more if the company have personalised offers. So if your property can cater to the specific needs of the guest, it’ll meet unique guest expectations.

Of course, this would require you to know who your target guests are. If these are digital nomads, you need to provide them with a suitable workspace. If you want to attract groups or families, your property should have the specific amenities they need.

This personalised guest experience would make their stay memorable and lead to positive reviews.

Value for money

Guests also choose properties that’ll give them the best value for their money. It’s not just about being the cheapest option. It’s about providing the right amenities that’ll meet guest expectations. Have a well-equipped kitchen, comfortable furnishings or modern appliances. Or you can think about specific needs only your target guests require. For instance, digital nomads require high-speed Internet. Or pet lovers want amenities for their fur babies. You can also let them make specific requests.

If you can meet these needs, it’ll boost guest satisfaction and could lead to positive reviews and higher ratings.

Get Professional Help to Improve Property Ratings

Meeting guest expectations can improve the performance of short-term rental properties. When guests are satisfied, they leave positive reviews which in turn will attract more bookings. With guests putting importance on reviews and ratings, your properties will benefit from good feedback.

Understanding the common expectations of guests is the best way to increase property ratings and eventually improve your property’s performance. However, meeting different expectations requires constant attention and expertise - not just five-star amenities.

This is why working with a property expert like Opago will benefit you. Property management companies have systems in place to accommodate various expectations. They also have the manpower to take care of whatever the guests will need.

Don’t compromise your property’s ability to satisfy guest expectations. Opago offers end-to-end property management service that’s efficient, trustworthy, reliable, personalised and valuable.

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