The Hospitality Checklist Vacation Rental Companies Need

With Lauren Madewell from Auntie Belham’s Cabin Rentals
By Emma Coykendall

The vacation rental business has been taking off over the past few years. From VRBO to Airbnb, homeowners can turn their house into a dream get-away for guests from all over. This industry, though, is a challenge. There’s a lot of competition out there with large corporations and small locally-owned businesses competing in the market. So how do you make yourself stand out?

The answer to this question is simpler than you might think. After spending time in the industry, renters have come to realize that it's not just the big, flashy ads and the constant spending on marketing and home improvements that draw guests in. Instead, it's the little things that bring people back time after time.

Hospitality is a talent and an art that, in an age of fast-paced persistence, we view as less important than we once did. However, hospitality is one of the most important things a host can offer their guests. It's not just an action though, it is a mindset shift. It’s turning your focus as a company to the people who work for you and to those you are serving.

But how do you get started on your hospitality journey? Well, after sitting down with Lauren Madewell, who is the Happy Operations Director for Auntie Belham’s Cabin Rentals, we have come up with a hospitality checklist for you to discover where your vacation rental business can grow and improve.

Big Picture Checklist

The first goal to achieve is that of a positive work environment. When your employees are engaging, encouraging and friendly it spills over into their interactions with your guests. They will help each other along and pull one another up when someone is having a bad day. An encouraging work environment is the launching pad for healthy connections with guests and for strong employee relationships as well.

In order to have a positive environment and to accomplish things with excellence your company needs direction. Set a mission statement for your business with hard lines for what your purpose is and for who you want to be. Write it on your walls and memorize it so it’s always at the forefront of your mind. When writing your mission statement, don’t forget about your core values. These are the legs your company will stand on and they give you and your employees goals to live up to.

These things all come together to create an environment of professionalism and pride that your guests will admire. There is a balance though, between always having a professional demeanor and showing off a bit of relatable humor. Let your guests know you as a high quality company but also make sure they understand that they can come to you with anything! Strive for professionalism first and then humor and relatability second.

Last, but definitely not least under the Big Picture, is putting hospitality first. Change your mindset and think of your guests first in everything you do. Thoughtfulness is the key to great hospitality, so if a welcome video or text will help you connect better with your guests, don’t hesitate to use it. Viewing each connection as a unique relationship will elevate your hospitality, make guests feel welcomed, and increase the chances they’ll want to come back.

In The Weeds

Now that you have a basis for what to build your hospitality on, we need to focus on the small, everyday things that are the bricks and mortar of hospitality. We know that being thoughtful and putting your guests first is key, but what are some ways we can apply that practically? There are many avenues and ideas you can follow to find out, but in the meantime here are some things that we suggest!

Be Available

Being available to your clients is something that seems obvious but when put into practice it's more challenging than you might think. Owning a rental company means being on call 24/7. You have to pick up the phone on weekends, midnights, and more; and while it is worth it, it’s good to be aware and prepared for the responsibility you have. Availability is something that not all rental companies offer, even when they say they do, so this practice is something that will set you apart from your competitors and keep guests coming back time and time again.

Looking Good

Another way to make your guests feel comfortable is by having a beautiful reception area to welcome them. This is an extra step that will make you stand out and have everyone feeling more comfortable. If you know someone is visiting, bake some cookies, or have something for them to drink. They’ve probably been traveling for a long time and the extra attention to detail will go a long way.

Texting > Email

People like to deal with people, it leads to more personable interactions and to guests feeling seen. To build this type of relationship a great practice is to text your guests instead of emailing them. The goal is to be personable and texting feels like talking to a friend while emails and phone calls feel like you’re speaking to a business contact. Let them know that they can reach you at any point and that you are there to answer questions and walk them through any difficulties they may have. This doesn’t just go for small businesses either. Big rental companies benefit from having representatives assigned to each cabin so that every guest feels taken care of.

Don’t Be Camera Shy

Another way to achieve a friendlier feel is to send your guests a check-in video. Auntie Belham’s does an excellent job of balancing humor and professionalism in their check-in video, (18:57). It’s friendly and very simple which leaves guests feeling comfortable enough to ask any questions they may have. Filming your own video isn’t hard and only takes a few minutes yet it can leave a lasting impression.

In the check-in video, Auntie Belham’s tells their guests to contact them if they have any problems at all. If a guest has an issue and it is solved they are more likely to leave a positive review than if nothing bad happened in the first place. The goal is for nothing to ever go wrong for your guests, but sometimes things happen and when it is resolved well and quickly they will appreciate your efforts even more. So be proactive, make yourself available, and ask for feedback so they will have the best possible experience.

Hospitality is About the “Little Things”
In hospitality, it's the little things that count. Random acts of kindness such as a handwritten note, a warm batch of cookies, and a simple text message make everything better. Once again, it comes down to being a thoughtful host and personalizing your guests' stay even as you grow into a bigger company.

In the vacation rental space, we never want to lose the heart of what we do. We exist to give guests a home away from home and to be a welcoming presence as they travel. Computer systems and numbers are never a replacement for personalized notes and human connection. When you improve your hospitality your guests will be grateful and you will love seeing them come back time and time again.

Hospitality is About the “Little Things”

In hospitality, it's the little things that count. Random acts of kindness such as a handwritten note, a warm batch of cookies, and a simple text message make everything better. Once again, it comes down to being a thoughtful host and personalizing your guests' stay even as you grow into a bigger company.