Hospitality Mindset in Vacation Rentals: Is the Guest Always Right?
In the short-term rental industry, the word “host” holds significant meaning. According to Merriam-Webster, a host is “one that receives or entertains guests.” This definition highlights the essence of hospitality: making guests feel welcome, cared for, and respected during their stay. Yet, many vacation rental hosts seem to overlook this principle, especially when responding to guest requests.
This week’s Host Posts video features a real-life example of a guest messaging their host before booking, making a few specific requests. The host, frustrated by what they perceived as “picky” demands, took to social media, where other hosts echoed similar sentiments. But were these requests really unreasonable, or were they simply part of providing exceptional hospitality? Watch the full video here.
Understanding the Hospitality Role
Hospitality isn’t just about providing a place to stay—it’s about creating a memorable experience that encourages positive reviews and repeat bookings. In our industry, hosts play a servant-minded role, offering personalized touches that distinguish vacation rentals from standard hotels.
Why guest requests are vital to your vacation rental’s success:
Customization: Vacation rentals promise a “home away from home” experience. Guest requests personalize the stay, making guests feel valued.
Expectations: Meeting reasonable requests sets the stage for a seamless, five-star experience.
Reputation Management: Responding thoughtfully builds trust, fostering glowing reviews and potential referrals.
A great quote we love here at QR Clue:
“Bad News can travel the world before Good News has a chance to put its shoes on”.
Reasonable vs. Picky Guest Requests
Let’s examine examples of what’s reasonable versus excessive in guest requests:
Reasonable Requests:
Extra Towels: Asking for additional towels for frequent showers is practical, not demanding.
Wine Opener & Glasses: A standard kitchen amenity that enhances the guest’s experience.
Blender for Smoothies: A small appliance that’s inexpensive and useful for future guests.
Paper Plates: Offering disposable plates simplifies cleanup, especially for longer stays.
Unplugging Air Fresheners: Many guests have scent sensitivities. This request shows thoughtfulness, not entitlement.
Excessive Requests:
Specific Brands or Models: Asking for a Vitamix blender or particular luxury linens may stretch beyond what’s reasonable.
Extensive Customization: Demanding a fully stocked pantry with specific organic items crosses the line from personalized to extravagant.
Shifting the Host Mindset
Why do some hosts feel annoyed or resistant to guest requests? It often comes down to mindset. Hosts may interpret requests as complaints or anticipate future issues, especially when they've encountered difficult guests in the past. However, assuming that every guest with preferences is problematic leads to missed opportunities for positive experiences.
How to Reframe Guest Requests:
Start with “Yes” (Whenever Possible): Always attempt to accommodate requests unless they’re unreasonable or violate policies.
Compromise: If you’re unable to accommodate a request, offer an alternative solution.
Communicate Transparently: If a request can’t be fulfilled, explain kindly and offer alternatives when possible.
Focus on Service, Not Inconvenience: Recognize that guest requests aren’t personal attacks but opportunities to elevate the guest experience.
Remember the Business Impact: Meeting requests can lead to better reviews, higher occupancy, and long-term profitability.
Hospitality in Action: Responding to Requests
Here’s how hosts can respond to common requests while staying professional and guest-focused:
Example 1: “Can I check-in early at 1pm?”
Response (if not possible):
“Unfortunately, [insert reason, for example: the cleaning crew will still be in the home at 1pm] but I would be happy to offer [insert a related offer, for example: a later checkout] if that helps?”
Example 1: “Can you provide extra towels? My partner showers frequently.”
Response:
“Absolutely! We’ll ensure extra towels are ready for you. Let us know if you need anything else during your stay.”
Example 2: “Please make sure the space is spotless, especially the bathroom.”
Response:
“Our cleaning team follows a detailed checklist to ensure the entire property is sparkling clean. We’ll double check everything before your arrival.”
Example 3: “Could you remove any plug-in air fresheners? I have scent sensitivities.”
Response:
“Of course! We’ll ensure any air fresheners are removed before your arrival.”
The Value of Going the Extra Mile
Many hosts underestimate the value of fulfilling small requests. Consider this: a guest requesting paper plates might be planning a family gathering, while a request for wine glasses could indicate a special celebration. Meeting these needs with enthusiasm turns an ordinary stay into an extraordinary experience.
Why It Pays to Be Accommodating:
Repeat Guests: Satisfied guests are more likely to return, especially for special occasions.
Word-of-Mouth Referrals: Exceptional stays often lead to glowing recommendations.
Positive Reviews: Personal touches can secure five-star ratings and detailed praise in reviews.
Join the Conversation
Have you ever received a guest request that you found challenging or unusual? How did you respond? Share your experiences in the comments below.
Be sure to watch this week’s Host Posts video, featuring a reenactment of this guest request scenario and insightful commentary.
Let’s keep the conversation going! How do you balance guest requests while managing your vacation rental business?
What’s the most unusual but reasonable request you’ve ever fulfilled?
Share your stories, we’d love to hear from you!
Happy Hosting!
Rachel & Jason
