Put yourself in their shoes: they're scared to death ... first time vacation home renters

Renting a vacation home directly from an owner is still a fledgling industry, make no mistake about that. As vacation home owners, the biggest hurdle we face to bring this exciting new industry to the mainstream is simply winning over the hearts and minds of our prospective market. The structure and process of online vacation rentals has evolved very nicely and has laid the foundation for what can be an inflection in the vacation home rental portion of the lodging industry going forward. The last battle that must be won is overcoming the fear of prospective guests; the fear of renting from individuals of unknown character versus an established lodging company

Let's put ourselves in our guests' shoes:

• Planning a trip can be a stressful task in itself; ensuring a fun, restful, family bonding, exciting, battery recharging, memory making experience in exchange for doling out lots of discretionary income where failure is not an option

• Add to that, our guests have made the decision to rent a vacation home online instead of a resort or hotel; something they have never done before

• Plus, the property owners will not even be on hand and expect guests to let themselves in

• And if that isn't enough to totally frazzle nerves, consider the typical requirement that all payments be made before arrival, something our first time guests have never encountered

So, as vacation rental owners, we MUST reward our guests using online vacation home rental direct from owners for the first time for the courage they showed to try out our service. It is VERY important that as soon as we begin a conversation with a new prospective guest, we immediately begin the process of putting them at ease and building that slow, steady structure of trust.

Building the structure of trust:

1. Never, and we repeat never forget our guests are not initially comfortable with this process

2. Display enthusiasm and empathy during the entire process

3. Answer all questions fully and thoughtfully. Never delay responding to questions

4. Reread item 3

5. Help guests understand the process; let them know how the process works and what the next step is

6. Explain all costs fully and simply

7. Provide better, more personal service than they would ever receive from a hotel or resort

If we follow these steps, we will notice our guests becoming more comfortable every step of the way. Better yet, a positive experience will lead them to repeat use of vacation rentals. And if we provide outstanding personal service, guests will attach themselves to us with loyalty for years to come.

As vacation rental consultants, we can provide recommendations and suggestions to ensure you establish a positive relationship with all your prospective guests.

Happy Hosting !

-

neves