This blog is the third in a series about sales as a short-term rental host. Over the coming weeks, we’ll cover various topics that will help short term rental hosts learn more about how to successfully sell their properties to guests.

You’ve created a sales-centric listing for your ideal guest and now the fun really begins! As guests start to inquire with you, it‘s important to approach these potential guests with a sales mindset. This consists of two things:

•    Quick responses

•    Acting as a Consultant

Embracing these two ideas is the key to happy guests, happy hosts, and an abundance of five star reviews.

Quick Responses.

The short-term rental landscape is very competitive. Depending on your location, you could be in direct competition with hundreds of other rental properties. It’s imperative that you set yourself apart by providing excellent customer service. This starts with providing quick responses to guest’s inquiries and bookings. As a sales manager for a luxury travel agency, we found that if we responded to an inquiry within 5 minutes of receiving it, we were SEVEN TIMES more likely to book that client. Responding quickly shows the guest you care and inspires confidence in their choice to book with you.

Acting as a Consultant

Have you ever been pressured by a salesperson? Have you ever felt like a person selling you something was more interested in their commission than what’s right for you? Has a negative encounter with a salesperson ever kept you from purchasing something?

If you’re like me, the answer is YES.

As a professional salesperson, and an experienced short-term rental host, my primary goal is to make sure my properties are a good fit for my guests and what they’re looking to experience. As you begin taking reservations, it can be tempting to stretch the truth or try to accommodate too many special requests. In the end, that creates guests and hosts who aren’t satisfied with the rental experience. To ensure that both parties are happy with the stay, there are three key things you must do when you interact with potential guests:

• Know Your Product

• Know Your Guest

• Know Your Limits

Fully understanding these three points will make it easy for you to act as a sales consultant for your own short-term rental.

Know Your Product

How well do you really know your rental space? Are you clear on all the amenities you provide, the quirks of your property, and any drawbacks of your location? Guests will ask you about the kitchen set-up, bedding configuration, furniture, and what features your home has to offer during their stay. It is imperative you know your property inside and out. If you don’t stay in your property, make a point of spending at least one night there to get a sense of the neighborhood after dark, what little things go bump in the night, and any potential issues a guest may have with your place.

Know Your Guests

Many short-term rental platforms request that guests tell you about why they’re coming to town and who’s coming with them. Most guests comply, but some won’t. Make a point of learning the reason for someone’s visit and who they’re bringing along. There have been times I didn’t do this and regretted it. Incorrect information about the number of guests has created issues for our apartment in the past since the way we prep for one person is different than four people.

Having a general idea of why someone is in town helps us cater to their needs. For example, someone coming for a weekend getaway will have a different mindset than someone coming for a week of medical appointments. I treat all guests with respect, care, and concern, but having a general of idea of why they’re here helps me know how to approach them if issues arise.

Know your Limits

When you’re just getting started as a short-term rental host, it can be tempting to bend your own rules to accommodate guests. It can be hard to say no to pets, kids, parties, and large groups when there’s a big payment on the line. Unfortunately, this is one you’ll likely have to learn the hard way. For example, I’m flexible on some of these items for a guest who is considerate, thorough, and is asking upfront about these items. On the other hand, I’ve put some of these rules in place to weed out guests who don’t care enough to ask. Know what works for you, makes you feel comfortable, and ensures the well-being and safety of your home and guest. If a guest needs something you can’t provide, be honest about your place not being a good fit. It’s better to let someone go than to fend off a bad review down the line.

Conclusion

When you begin acting as a consultant who responds quickly, people will take notice. This approach gives guests the confidence to choose to stay with you; as opposed to the host they’re still waiting to respond. You’ll have more confidence in your ability to pass on guests who simply aren’t a good fit for your place when you know you’re doing everything else right. Embrace the sales mindset for your short-term rental and watch your business grow.