Following a busy summer of rentals in our rental agency, we looked at all the reviews that came in and the responses to guest satisfaction surveys, and here's a summary of what guests said they expected, enjoyed and wanted.

Expectations were high but not unreasonable this summer. Cleanliness is always the top of the list and this year was no different. What we did find was that guests who complained had quite specific issues such as unclean windows; dirty BBQ grills and gripes about pet hair. Even where the vacation had been generally good, it was clear that small things had an impact and guests are quicker to complain about them than in the past. This means that diligence pays and will be rewarded with good reviews.

We found that guests enjoyed upgraded facilities and amenities. They liked libraries of books, DVDs and plenty of board games. Where there was a waterfront property, multiple boats were appreciated. The quality of beds and bed linens were commented upon on many occasions with comfortable mattresses being mentioned as a factor in overall vacation enjoyment.

Guests wanted to feel wanted. They liked it when owners called them to see if they had arrived safely, and left a welcome letter. Gift baskets were appreciated but the personal touch of a call or a face-to-face meeting had a big impact.

Each year brings higher expectations and as rentals become more of a main stream approach to vacationing, the standard of accommodations needs to rise accordingly. As owners we are providers to the tourist industry and must take that responsibility seriously.

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