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Guest Relations

Vacation Rentals in the Age of Entitlement: Podcast with Heather Bayer

Vacation Rentals in the Age of Entitlement: Podcast with Heather Bayer
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Heather Bayer
August 1, 2020
We’ve all experienced entitled guests at some time in our business who demand something that was never shown on a listing or want house rules waived. These are the ones who want to bring their lapdog to property that’s not pet-friendly or squeeze a few extras in when the maximum occupancy is clearly stated, and the ones who demand a refund when the weather isn’t co-operating or their child gets bitten by a mosquito.
Listen to the Podcast: Short-term rentals in the Age of Entitlement

We’ve seen them all, but it in 2020, the entitled are out in force. They are less tolerant, more demanding, and sometimes verbally aggressive. In general, people do seem quicker to complain and we’re hearing from more of them.

The new guests, unfamiliar with short-term rentals, who don’t know what to expect often arrive with unrealistic expectations based on previous experiences in resorts or in hotel accommodations. The less self-reliant travelers don’t understand there is no one to take care of their complaints immediately.

Then there’s the intolerance. After months in lockdown, there’s a lot of emotion put into making a vacation really special; and when it doesn’t go perfectly according to plan, the emotions surface. People don’t seem to be waking in the morning thinking what a great day it’s going to be—instead it’s more like, what’s going to go wrong today.

In this episode, I talk about different types of complainers and what to expect from each type and a five-step process for managing issues.

It’s likely we will experience more entitled behavior, and this may just get worse; so getting out ahead of it and creating relationships long before guests arrive could be the key to managing it.

In this episode, you’ll hear:

  • How a dead goose can ruin a vacation
  • Why we have a ‘go away’ fund
  • Whether you need to be a caped avenger or just let it ride
  • How ‘heuristic affect’ impacts your response to a complaint
  • How serial complainers give themselves away
  • The three What’s of handling an issue
  • When to take 10
  • How you need to write the email you want to send, then send the other one
  • The importance of responding without engaging

Vacation Rental Formula Youtube channel

Original Podcast Link: Heather Bayer, Vacation Rental Formula

Related ItemsCustomersentitledguestsHeather Bayerserviceshort-termVacation Rental Formula
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Guest Relations
August 1, 2020
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Heather Bayer @https://www.twitter.com/cottageguru

Heather Bayer has been fully immersed in the short-term rental industry for over 25 years, first as an owner of multiple properties in the UK and Canada, and for the last 15 years as CEO of one of Ontario’s leading property management companies. She co-founded Vacation Rental Formula (formerly Cottage Blogger) where she contributes training materials that support independent owners and managers. She’s also the voice behind the Vacation Rental Success podcast – with 270 episodes of interviews, owner and manager features, and her own musings on this great business.

Related ItemsCustomersentitledguestsHeather Bayerserviceshort-termVacation Rental Formula

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