Arghhhh, someone seems upset! How do I deal with it? Should I run away and hide? Should I pretend that I didn’t receive their email? Should I just stop picking up the phone? The answer would be NO. You need to face these things head on and try and deal with them. Customer service skills are needed and you need to reassure the guest that you are trying to make the best out of the situation for them. Did you know that even if you receive a complaint from a guest it doesn’t mean that a bad review is imminent. The way you deal with vacation rental complaints can say everything and really make the stay for the guest.
The first way to deal with a complaint from a guest who may have booked from AirBnB, Flipkey, HomeAway or any of the other big channels is simple. Really simple. All you need to do is prevent the logical reasons for a complaint to occur. If you keep the place clean and tidy and make sure it was correctly described, you are halfway there to stopping complaints. There may be the time when a guest is just awkward and finds fault with your property.
When this happens, it is important to identify quickly what is the biggest pain they are experiencing and try to rectify it. Quite often, there is a simple quick fix which will make the problem into a positive experience. Turning a negative into a positive is what you are aiming for and if you can manage it. The guest is a lot more likely to leave a great review.
Properties sometimes have maintenance issues which can be a major cause of complaints. There are a lot of things that can go wrong. There may be an air conditioning unit, a heater, bad plumbing or a plethora of other different issues. Of course, you can minimize the risk of these things happening by either doing, or getting someone to do regular maintenance. There will be times though where something just breaks out of the blue. There is not a lot you can do here except apologise and try to rectify the problem as quickly as possible.
Complaints are not a bad thing! They teach you how to better deal with people and how you can make your property better for the next person. If you seem to get the same complaints from different people then there is something wrong and something which you should change which you are not. Guests often just want to know that their concerns are being heard and are being dealt with. Do this and fix the problem and then there is no problem.
Of course, Roomfilla are here to help! If you want a hassle free vacation rental hosting experience then why not start with Roomfilla today? Roomfilla takes care of all guest enquiries and handles them to a great standard. We have a ton of experience in ensuring a guest has an awesome experience. Start today with one click!