• venting about rude and needy guest

    Here we go! Arrived this weekend and first thing he does is complain about waiting in line at the airport to my staff....maybe it was 10 minutes! Then I get a phone call around 9 pm saying that he was dissatisfied wi...
    familyfirst
    last modified by familyfirst
  • How much to compensate a guest?

    We have a guest that notified us that the hot water heater wasn't working on the second day of their stay (late Wednesday afternoon).  I had our caretaker go over and try to light the pilot but it didn't work.&nb...
    salexand
    last modified by salexand
  • Early check-in/late checkout: Luggage

    Do your guests ask if they can leave their luggage at your vacation rental before check-in or after check-out? If so, how do you normally handle that request? We've heard of people using luggage storages. Have you he...
    amanda_ha
    last modified by amanda_ha
  • Guests overstayed their reservation, what do I do?

    Our guests were suppose to check out yesterday but when I arrived this morning to clean, they were still there. When I knocked on the door and told them that checkout was yesterday, they said I was wrong. I didn't hav...
    tacdionne
    last modified by tacdionne
  • Condiments

    Should we leave condiments such as olive oil, vinegar and spices in the house? A recent renter criticized us for doing this, but I thought guests would like it if there were a few staples int he house, and spices.&nbs...
    euster2001
    last modified by euster2001
  • Property review....not!

    So...I normally post here as an owner, but just stayed at a lovely farm house in Italy as a guest. After my stay, I received an email saying I had been reviewed as a guest, and had 14 days from today to leave a revie...
    psphoto
    last modified by psphoto
  • I live in the basement of the property, where would I disclose this information?

    I have a split level house with 3 bedrooms and 2 bath with living room, dining room and kitchen all upstairs.  In the lower level we have a studio apartment with a kitchen and bath.  I live in the basement.&...
    kathyallen
    last modified by kathyallen
  • Mobile hospitality

    Providing helpful information at all points of your guest's booking experience can make all the difference. Here are a few things that Mobile Hospitality Manager can do: Before guests arrive: you can send your gu...
    amanda_ha
    last modified by amanda_ha
  • How do you reduce guest complaints at your vacation rental?

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    keepsmilin
    last modified by keepsmilin
  • Why Do They Miss The Pet Fee?

    I am annoyed.  It seems that NO ONE can apply my pet fee during the reservation process, so I have to constantly send a revised quote.   What is wrong with the website that they cannot see the fees?  ...
    ashevillelookout
    last modified by ashevillelookout
  • Higher Cleaning Fee Due to Pets

    Well, I have finally had quite enough.   I have complained since 2016 that people keep missing the Pet Fee selection when booking my homes.  Most guests have been honest and agreeable to paying the pet fee ...
    ashevillelookout
    last modified by ashevillelookout
  • What's been your most rewarding experience as a host?

    amanda_ha
    last modified by amanda_ha
  • To remove the sheets, or not?

    What's your stance on asking guests to remove sheets before checkout? We think this article from The Distinguished Guest makes some very interesting points. Weigh in with your thoughts below.
    amanda_ha
    last modified by amanda_ha
  • Share your story: Welcome baskets

    Do you provide your guests with a welcome basket? If so, what items do you select and why? We've collected some inspiration videos here including pet-friendly, BBQ, hiking, beach baskets, and more. Check them out!
    amanda_ha
    last modified by amanda_ha
  • Untruthful guest re occupancy and left late

    Sone advice from you guys please.    In summary.      1. Five bed home sleeps max 10 2.  Last minute 2 night reservation from a guest ( Airbnb) who had two exemplary five star ...
    sward6880
    last modified by sward6880
  • N. Myrtle Beach Nourishment ruins summer vacations

    I applaud NMB and Horry Co, SC for their stealth implementation of the destruction of tourists vacations to the Grand Strand.   The U.S. Army Corps of Engineers, Charleston District, will begin a storm damage r...
    planthealth
    last modified by planthealth
  • Renters' use of cargo lift

    If a cargo lift is included in the rental, should I require a signed form about its use?  If you do this, what items would you recommend including?
    adiv
    last modified by adiv
  • How do you get to know your guests before they arrive?

    Letting someone new into your vacation rental can cause some anxiety. We have gathered some tips about easing those nerves in this article. Fellow HomeAway partners, what advice do you have for new hosts regarding pr...
    amanda_ha
    last modified by amanda_ha
  • Issues with Automated Hospitality Messages

      The above is a screenshot of  an automated email from HomeAway regarding "my" reservation at my VR.  How professional is this with broken picture links?       Per the directions, scro...
    ashevillelookout
    last modified by ashevillelookout
  • Some Guests -- What?

    Warning - Rant.   I have a small cabin, sleeps 4.  In the winter months, I charge an extra fee for the hot tub on the deck because people leave the cover off and my electric bills go sky-high as the thing s...
    ashevillelookout
    last modified by ashevillelookout