The contract explained that snow would be cleared from the driveway and up to the front door. But what was MyVR’s Mike Stachowiak to do when his renters called one day, after a snowstorm, to ask that someone come dig out the hot tub, too?
Meeting guest expectations is a top priority for a lot of vacation rental owners. But how can you manage hotel expectations — when any service they want is just a request away — in a vacation rental world?
Requests that land in the grey area
“Sometimes, it’s difficult to know exactly when to draw the line,” Steve Young posted on LinkedIn. “We always try to exceed guest expectations but, at the same time, we feel they have a responsibility to be reasonable in their requests.”
In Stachowiak’s case, he’d done what he could to prepare: Made arrangements to have snow cleared, and told his guests what to expect. In the end, he chose to make arrangements to have a path to the hot tub cleared, too. Sometimes, however, you just don’t have that flexibility. Continue Reading…