Have you ever overheard a customer at a coffee shop meticulously outline their 20-step process for getting their perfect cup of coffee? While such detailed preferences might seem rare, they’re often just the tip of the iceberg. More commonly, customers might simply request whether they take milk or sugar. This principle of varying preferences translates into the short-term rental space as well.
As a host, you’ll frequently encounter unique or unusual requests from guests. These might range from extra pillows to special dietary requirements or personalized recommendations. Balancing between providing excellent accommodation and avoiding overwork can be challenging. It’s crucial to discern when a request is feasible and aligns with your service standards, and when it might stretch your resources too thin.
The key is to establish clear guidelines and boundaries for what you can and cannot accommodate. Setting up a well-defined set of services and communicating these clearly to your guests can help manage expectations. Additionally, leveraging property management software can streamline requests and ensure you’re able to handle them efficiently without compromising your well-being. This balance allows you to offer exceptional hospitality while maintaining your own standards and avoiding burnout.
Fulfilling Unusual Requests
When dealing with an unusual request, figure out the complexity of it. Will it cost you a lot of money? Does it take a lot of time to organize? The bigger the request the more reluctant you may be to do it. If you haven’t already, we suggest you join a short term rental FAQ or group on social media so that you can ask and answer questions of your fellow short term rental operators. One of them may have experienced this request before and can advise you further.
If you’re okay with the request, figure out whether or not you’ll pay for the request. If they want extra towels, for example, you may charge them a small extra cleaning fee or cover it entirely. If they want champagne in the room with chocolates, then you’ll most likely charge for the items as well as the time it takes to set up. It’s about understanding what’s being asked and whether or not you’re comfortable with it.
It is your property and your business, so you are not beholden to fulfilling every guest request. However, some guests may complain about not being able to meet their special requests.
