Requests Archives - Enso Connect Inc. Guest experience redefined Fri, 30 Aug 2024 13:06:31 +0000 en-US hourly 1 https://wordpress.org/?v=6.8.1 https://ensoconnect.com/wp-content/uploads/2021/03/cropped-Img2_Favicon-32x32.png Requests Archives - Enso Connect Inc. 32 32 5 more ways to lose a potential guest https://ensoconnect.com/blog/5-more-ways-to-lose-a-potential-guest/ https://ensoconnect.com/blog/5-more-ways-to-lose-a-potential-guest/#respond Wed, 28 Jul 2021 18:30:00 +0000 https://ensoconnect.com/5-more-ways-to-lose-a-potential-guest/ Attracting more guests to your short term rental business can be difficult if you are making these mistakes driving your guests away.

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]]> If you’ve read one of our earlier posts, we discussed five different ways that you may be losing a potential guest. After more careful consideration, we believe that we’ve found an additional five ways where you can lose a potential guest. Just like before, these are things that may be wrong with your listing or your property that make guests want to book somewhere else.

5 more ways to lose a potential guest

Access to the property

For a guest (especially in a new country), as soon as they get to your property, they will want to check-in and drop off their things. If during the booking process they find the check-in process to be too confusing or too elaborate they may stop the booking altogether.

Number of beds

If multiple people are coming to stay at your property, and you’ve listed the number of beds but not given the description of what size they are, they may not book with you. If three adults are trying to book your property but you only have a queen and two twins, at least they would know ahead of time that the beds may be too small.

Proximity to landmarks

Online travel agencies only give out rough estimates of where you are in the neighbourhood. If on your listing you say ‘Close to xyz landmark’ but when they ask for your address — you really aren’t — they will probably book somewhere else. Try and Google Map your property to the landmark so you can get exact proximity.

Check-in and Check-out

Depending on where the guest is coming from, they may need a modified check-in or check-out. If they see that your times are too unrealistic, they will probably book somewhere else.

Missing essential items

When traveling, the best thing is when you don’t have to bring everything with you. When picking a short term rental, guests are hopeful that you have left them the essentials (toilet paper, towels, sheets). If these are missing from the listing description, they may not book with you.

Again, these are just suggestions and you may be running a very successful short term rental business. That being said, you may not realize that you’re missing out on other guests.

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]]> https://ensoconnect.com/blog/5-more-ways-to-lose-a-potential-guest/feed/ 0 How to deal with unusual requests https://ensoconnect.com/blog/how-to-deal-with-unusual-requests/ https://ensoconnect.com/blog/how-to-deal-with-unusual-requests/#respond Fri, 23 Jul 2021 14:45:00 +0000 https://ensoconnect.com/how-to-deal-with-unusual-requests/ Being a host in the service industry takes skill. Figuring out how to properly deal with unusual guest requests takes time and effort.

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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.

Dealing with Unusual Requests

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.

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