This blog is the fourth and final in a series about sales as a short-term rental host. We’ve covered various topics that will help short term rental hosts learn more about how to successfully sell their properties to guests.

 When was the last time you bought something of significance without reading a review?

Can’t remember? Me either.

Reviews are the foremost consideration for potential guests of your short-term rental property. After I look at pictures, the next thing I consider are the reviews. If a property doesn’t have an average of at least 4.5+ stars, I’m already onto the next place. If the property has overall good reviews, but the most recent feedback isn’t great, I’m wary that a change in management or some other factor has made it less desirable. When the competition is fierce, every five-star review counts.

The short-term rental sales process isn’t complete until guests have departed and left you a review. These reviews are the most important sales tool a short-term rental can possess to convince guests to choose your property. Your listing can effectively sell your place, but ultimately, your reviews from previous guests are what give credit to your own words.

These positive guest reviews are your most important source of advertising. A first-hand testimonial sharing how great your place is will sway even the most discerning of potential guests.

So how do you go about earning 5-star reviews?

Create Value

The host provides an exceptional VALUE.

Value is simply the belief that you got your money’s worth—or more than your money’s worth.

How do you create value in your short-term rental? Here are five places to start:

·        Great service. This means quick responses to inquiries for booking and guest questions. Always being kind and positive.

·        Price. Make sure your price is competitive and reasonable when compared to the competition.

·        Manage Expectations. Be upfront about the good AND BAD that may exist in your rental. Our apartment gets road noise in the morning, so I say that in the listing.

·        Go above and beyond. We do a thorough deep clean every time a guest departs. I leave coffee, filtered water, and snacks in the apartment. I make sure there’s soap, shampoo, and little extras a guest might have forgotten. These things don’t cost me much, but always make a lasting impression.

·        Delight your guests whenever possible. Think about ways you can delight them. Maybe it’s letting them check-in early, leaving the lights on for late arrivals, providing thoughtful extras, or some other gesture, but these small things aren’t overlooked.

Why Reviews Matter

Reviews are just like people. No two are ever the same. It’s important to recognize that not all guests are going to leave you reviews. A guest might only have good things to say but leave you 4 stars. Some guests will wax poetic and write paragraphs about their experience and others might say something like, “Stay was good.”

Despite the difference in review styles, it’s imperative that if you receive any type of feedback that is less than positive, you address it with the guest and in a response on your page. The key to doing this effectively is to remove any personal feelings, emotion, or negative attitudes from your response and calmly address the issue in a direct statement. Never make these things personal. Apologize if you need to and talk about the measures you’ve put in place to ensure this negative thing never happens again. Invite the guest back to give you another chance and offer a reduction in price or a free visit. This shows your potential guests you care and are willing to go the extra mile to ensure that every stay is a positive one.

When you adopt a sales mindset and approach to your short-term rental business, you’ll begin to receive 5-star reviews as a natural result of your sales effort. These reviews are your best form of advertising and make all the difference when guests choose where to stay. If you’re committed to earning 5-star reviews, the guests (and money!) will follow.