Reviews are a very critical part of running a successful holiday let. Positive reviews can help get you bookings! A property with a lot of positive reviews will always perform better. Many holidaymakers filter their searches based on star ratings, so they see the highest-rated properties first. Whilst negative reviews can impact bookings, for our owners, they make up a relatively small percentage.
Negative reviews serve a helpful purpose in pointing out all the small things you might have overlooked. Most of our owners use negative feedback to improve the customer experience at their property. These can be big projects like redecorating or the odd spot of maintenance. Or smaller things like making sure Wi-Fi reaches every bedroom.
Think of negative reviews as your property improvement checklist. Use them as a basis for growth. It can take time, but a lot of minor improvements can make a big difference to your future guests. This can pay dividends in the long term as your property’s letting performance starts to improve.
How Guest Reviews Affect Property Bookings
Having lots of positive guest reviews will improve your visibility on booking websites. Positive reviews encourage holidaymakers to book because they trust the experiences of previous guests. Also, a property with a lot of positive reviews looks much more appealing than one without.
Having a property that looks appealing, family-friendly, and inviting can make your property more desirable. People expect to enjoy your home, and not meeting guest expectations is guaranteed to cause disappointment.
5 Tips to Improve Your Guest Reviews
Provide a Welcome Pack for Better Reviews
First impressions count! While guests will have researched their holiday destination, they may not have brought everything they need for their stay. Providing a welcome pack that contains some essential items is a thoughtful gesture. It can really wow your guests and help them settle into their stay.
Guest expectations are always increasing, and the inclusion of a welcome pack is almost expected! (especially at properties at a higher price point). For guests having travelled a long way to get to your property, having a nice welcome pack to open and enjoy can create the perfect start to their break. Even simple items like tea, coffee, milk and some biscuits are always appreciated. It adds that extra personal touch and really welcome your guests to their destination. You can also include seasonal treats such as fresh fruit in the summer, or hot crossed buns at Easter!
“This was our 3rd visit to Llain Haf and we will return again. It is very central in Anglesey and easy to visit all areas of the island and within easy travelling distance of Snowdonia and the Llyn peninsula. The property is extremely comfortable and has wonderful views of the surrounding countryside. The hosts are very welcoming and provide a good welcome pack”.
David, May 2022
Use your welcome pack to share essential information with your guests. i.e how the heating works, and how to get appliances working. Your welcome pack can also be a helpful way to share some local knowledge and help guests plan the days ahead. By including a comprehensive guide to the area you can be the catalyst for a fantastic holiday. Your local letting agents are an excellent resource for local knowledge – ask them to help you build your information pack.
A welcome pack with information on things to do and see is a cost-effective way of improving the guest experience. Believe it or not, the lack of a welcome pack is in the top 10 most frequently mentioned topics in negative reviews.
Reflect on What’s in the Pictures
If you’ve included specific property features in your listing photos, it’s essential to make sure they’re available to guests upon arrival. If your photos show your hot tub or sauna, make sure they’re available (or bookable) to guests when they arrive. Your property will be the base for your guest’s entire holiday. The more enjoyment they can have there the better their reviews will be! – it’s also a bonus to have these available for use on a rainy day!
“The house had everything and more. We made full use of the hot tub, sauna, kayak and paddle boards. The games room was a bonus; we enjoyed a family table tennis tournament! The bedrooms are all very comfy and the whole house is beautifully furnished. We will definitely come again”.
Louise, September 2022
Equipping your property to a high standard is a surefire way to improve your reviews. We understand not every property has the means to accommodate extras like a pool, but if you have the space, we always recommend considering luxury features like hot tubs. Some small improvements can also go a long way. For example, making sure you include some home comforts such as a smart TV with access to Netflix or Disney + can help quickly improve your reviews.
Home Comforts Come First – the Bare Necessities of Life!
They say you shouldn’t sweat the small stuff, but sometimes they’re the key differentiator between a happy guest and a not-so-happy one. It’s easy to overlook the basics but they make a real difference to the overall guest experience. No hot water, heating, and access to Wi-Fi are among the most common maintenance issues found in negative feedback left by guests.
These are considered absolute essentials for every guest and can lead to guests leaving properties early. Hot water and heating are an obvious necessity, but access to fast and reliable Wi-Fi has become the new necessity in holiday lets. People now rely on Wi-Fi for entertainment and work purposes.
“We are very happy with our staying in Penlan. The location is really good, the house is tidy and clean with a bit of history. The only problem we have is the internet, it will be perfect with WiFi!”
– Rose, June 2022
Keep Everything Squeaky Clean
Cleanliness comes up a lot in reviews. Making sure your property is as clean as possible is a surefire way to keep guests happy. There’s nothing more frustrating than arriving for your holiday and being met with a dirty property. Having an unclean property is a guaranteed way to get bad reviews.
Therefore, making sure your property is regularly cleaned to a high standard is super important! In many negative reviews guests will point out specific rooms where they’ve had negative experiences. Some of the most common include the bathroom and kitchen. Cleaning these rooms is more difficult and requires the most attention. Cleanliness is the minimum expectation from all guests – especially after the boom in UK holidays seen after Covid-19.
