When it comes to vacation rental refunds, decisions must be thought out first. A refund means a loss of revenue for the homeowner. Because of this, it is essential to train staff on how to assess and grant a refund. The most crucial step is to train the staff on how to communicate properly with guests. In most cases, guests are only unhappy about minor issues that can quickly be fixed, and they may not actually be asking for a refund. Perhaps they requested for a fresh change of linen that took too long to arrive. Or perhaps the sheets provided weren’t the fabric they had requested. Guests become impatient and raise the issue with the staff. This is where the demand for a refund can be halted.
The staff should focus on how to suitably assist guests to satisfy them, and effectively stop them from asking for a refund. There are many ways to make your guests feel like they are prioritized.
Here are a few tips:
1. Take complaints as constructive criticism. If your guests are not satisfied with their stay at your holiday home, it is your obligation to listen and take note of their complaints. This way, you will be able to work on the issue and prevent it from reoccurring.
2. Empathize and apologize sincerely. It may not be your fault that the cable TV isn’t working, but you still need to listen and apologize to your guests. They need to know that you are acknowledging their concern.
3. Set expectations. It is important to let the guests know how much time they would have to wait before the issue is resolved. Providing a frame time is beneficial, this way they can move on with their plans for the day.
4. Follow up and communicate. Once the issue is resolved, reach out to your guests and update them. You may throw in an apology and assure them that if there are any other problems, you’re ready to listen.
When the guests’ concerns are addressed properly, and they feel that their satisfaction is your priority, demands for refunds will dramatically decrease.
It is also recommended to have an alternative plan for the most common concerns you encounter in your vacation home. For example, if your amenities include wireless Internet for the guests, you should have a backup connection to power multiple devices. It is also wise to invest in small air-conditioning units that can work for small rooms, so that you’ll have units that your guests can temporarily use if their AC breaks down. These backups may not be as good as the original amenities, but they can solve the guests’ problems, reducing the need for a refund.
When Should You Provide a Refund?
Proprietors of vacation homes for rent and their staff should be fully aware of when a refund is in order. First, you should assess whether or not the problem is within your control. If the problem is something that you can immediately fix, it should be your top priority. If you can’t do it, consider a partial refund, which may serve to compensate for the guest’s primary concern. If the guest is complaining that their AC broke down on the last day of their trip, you can offer a refund for the cost of a day’s use of the AC.
However, there are times when you must consider issuing a full refund. For example, when your pipes freeze in winter, your property becomes unfit for vacation rental guests stay. Your guests might have to look for other vacation homes for rent, and you would have to grant a full refund.
If the problem is out of your control, or if you can’t fix the problem, it is okay to assess first and say no. For example, if the guest wants to check out of your vacation rental because they’re not happy with the pillows you have, it’s okay not to offer a refund, simply because you can’t predict what type of pillow your guests want. Another example: your visitor has already left the premises and sent you an email asking for a refund because the AC broke down during their stay. You can choose not to compensate because you can’t track when the problem started, and if you could, you would have already acted on it in the first place. The topic of refunds is a nasty one, but you can try to avoid it with a smile and a gift basket. Always remember to meet your guests halfway to make sure that your loss is minimal, and that your guests get to leave your property happier than ever.
