Whether you own a vacation rental, are thinking of buying one, or are thinking of renting one for your Park City visit, knowing what commonly frustrates guests and how to prevent those problems can make your property and stay more successful.
There are some universal issues reported by guests using Airbnb and other online booking companies. Major ones include misleading descriptions, inconsistent quality, and unpredictable hosts, any of which can lead to a negative vacation experience. Minor challenges can include unexpected fees, lack of on-site staff to resolve issues, and security concerns.
Common Issues with Park City Airbnbs
Let’s unpack these problems and then review simple ways to resolve them.
Misleading Descriptions
Listings may not accurately reflect the property, leading to disappointment. Maybe the “short walk to Main Street” is actually a 20-minute uphill trek, or the “sleeps 6” includes a blow-up mattress in the hallway.
Poor Quality
One of the most commonly reported issues is a lack of cleanliness, including dog odor, animal fur, and dust around the home. Quality issues can also include broken appliances, uncomfortable mattresses, flat pillows, or saggy sofas. Guests are often surprised when basics like paper towels, dish soap, or shampoo are missing.
Lack of On-site Support
Unlike hotels, there is no full-time staff to address immediate issues like a broken amenity, leaving guests reliant on the individual host. Can you imagine arriving late at night in a snowstorm and trying to find a hidden key box with a dying phone battery? Did you know that even if a room is showing available, the host has the right to change their mind and cancel a booking at a moment’s notice?
This is unlikely to happen as hosts value their ratings, but it’s possible. We have been involved in the sale of properties listed on Airbnb, and all the reservations had to be cancelled and rebooked when the new owner took over. If the property is listed with a property management company, cancelling and re-booking is not required.
Unexpected Fees
Cleaning, service, and other add-on fees can significantly increase the total cost, sometimes much higher than the initial price listed.
Safety & Security Concerns
Issues such as insufficient safety features or a lack of clarity on who has keys can be a concern for some guests. Other issues could include sufficient insurance for the property.
Suggestions for Prevention & Resolution of Issues
When we owned our vacation rental, we listed it with a very reputable, local property management company. While many owners don’t like the fees charged by Park City’s best property managers, in my opinion, these local businesses provide great value for both owners and guests. An individual owner/property manager could also employ the same tactics described below to ensure a better experience for guests.
Descriptions
It’s easy to provide a transparent listing to attract the right guests and avoid negative reviews. Professional photographs accurately documenting the accommodation and its amenities are a must.
Poor Quality
Property management companies hire professional cleaning crews that specialize in vacation rentals, and they require a deep clean at least once a year.
In addition, they have personnel who utilize a checklist to ensure appliances are in working order, and the rental is properly stocked and prepared for the next guest, including toiletries, coffee, and sometimes snacks and bottled water. (This type of checklist also guards against theft.)
Lack of Onsite Support
As a second homeowner or guest, this is probably the greatest value provided by property managers. They answer their phone 24/7 and help that guest find the missing corkscrew at midnight (and of course provide assistance when more serious issues arise.) They install electronic keypads on the doors, so there is no game of hide and seek finding a key box.
Unexpected Fees
Any additional fees should be advertised to potential guests up front.
Safety & Security Concerns
As mentioned above, property management companies install keypads and change the code for every guest. They require owners to have vacation rental permits, which involve inspections. For example, I knew of one owner who was not permitted to advertise their vacation rental as 5 bedrooms instead of 4, because one room did not have proper egress. Property management companies have liability and other types of insurance as part of their business. We always recommend our clients own their vacation rentals in the form of an LLC (Limited Liability Company) and obtain both renters and extra liability insurance.
Happy Guests, Better Returns
The short-term rental market in Park City is strong, but with great opportunity comes great responsibility. Happy guests leave great reviews, and great reviews lead to better bookings (and higher nightly rates). By anticipating common guest frustrations and addressing them proactively, you’ll not only create a better experience but you will also protect and grow your investment.
If you’re considering buying a vacation rental in Park City or upgrading your current one, we would love to help you navigate the process. From choosing the right neighborhood to understanding where nightly rentals are permitted, we are here to make your investment as smooth and successful as possible.