The Top Issues Faced by Property Managers

As property managers, our main focus is to understand and cater to the needs of our guests. From our end-of-year report, we've gathered insights on the most common issues and requests raised by guests in the short-let industry. This information, derived from analysing our platform's data, helps us in addressing guest concerns and strategically planning for enhanced guest satisfaction and experience.

1).Payment and Booking Inquiries: The Frontline of Customer Service 19%Payment and booking inquiries comprise a significant 19% of all guest requests. This category encompasses all questions and issues guests have raised about the reservation process, payment methods, booking confirmations, and related policies. It's a critical touchpoint in the guest experience, often setting the tone for their overall perception of the property. To reduce the volume of payment and booking inquiries and enhance guest experience, consider the following strategies:

• Simplify the Booking Process: Streamline the online booking process to be as straightforward and intuitive as possible.
• Ensure Transparency in Pricing and Policies: Clearly display all costs, fees, and booking/cancellation policies on your website and OTAs.
• Optimise OTA Listings: Regularly review and update your OTA listings to ensure consistency with your direct booking platform, both in terms of information and user experience.
• User-Friendly Website Design: Ensure your website is easy to navigate, mobile-friendly, and that the booking engine is reliable and user-friendly.

2).Check-In/Check-Out Procedures: Moments that Matter 15%Check-In/Check-Out Procedures account for 15% of all guest interactions and are crucial stages in the guest's journey, acting as the bookends of their stay. They play a pivotal role in shaping the overall guest experience, setting the initial tone upon arrival and leaving a lasting impression at departure. Efficient and smooth procedures in these areas are essential for ensuring guest satisfaction and operational success.

• Automate Where Possible: Implement automated check-in/out systems, such as web or mobile solutions, to enhance efficiency and reduce wait times.
• Clear Communication: Provide clear, detailed instructions about check-in/out procedures in booking confirmations and pre-arrival communications.
• Flexible Procedures: Offer flexible check-in/out times to accommodate diverse guest schedules and improve overall convenience.
• Staff Training: Ensure staff are well-trained, friendly, and efficient, capable of providing a warm welcome and a pleasant farewell.
• Guest Preparation: Inform guests in advance about any necessary steps for check-in/out, such as pre-authorising payments or identity verification, to streamline the process.

3).Special Requests and Services: The Art of Personalisation 15%Special Requests and Services constitute 15% of guest interactions, reflecting the wide range of diverse and practical needs of guests. This category includes various requests like the need for a baby crib, assistance with lost items, or confirming late check-outs. Efficiently addressing these requests is key to enhancing guest satisfaction and demonstrates the adaptability and responsiveness of a property's service.

• Robust Tracking System: Implement a reliable system for logging and tracking guest requests to ensure prompt and accurate fulfillment.
• Comprehensive Staff Training: Equip staff with the skills and knowledge to handle a wide range of guest requests efficiently.
• Proactive Pre-Arrival Communication: Engage with guests before arrival to anticipate and prepare for potential needs or requests.
• Ready Availability of Common Items: Maintain a stock of frequently requested items like cribs, chargers, or toiletries for immediate availability.

4).Access and Key Management: Gateways to Guest Satisfaction 10%Access and Key Management plays a pivotal role in guest convenience and property security, comprising 10% of guest interactions. This category involves managing how guests access their accommodations and ensuring the security of these access methods. Efficient and hassle-free access to properties is fundamental in providing a positive guest experience.

• Implement Smart Lock Systems: Adopt smart locks or keyless entry systems that offer secure and convenient access, reducing the hassle of traditional keys.
• 24/7 Access Support: Ensure that there is always someone available to assist guests with access issues, whether through on-site staff or remote support.
• Clear Instructions for Guests: Provide clear, easy-to-understand instructions for access systems, ideally communicated before arrival and available in a written format upon check-in.
• Flexible Access Solutions: Offer flexible solutions for early check-ins or late check-outs, accommodating guest schedules while maintaining property security.

5).Miscellaneous Inquiries and Requests: Understanding the Unpredictable 9%Miscellaneous Inquiries and Requests cover a wide array of guest queries and needs that don't fall into standard categories. This diverse segment often includes unexpected or one-off requests, showcasing the unpredictability and variety of guest needs.

• Train Staff for Diverse Scenarios: Prepare your staff to handle a wide range of requests, ensuring they have the knowledge and resources to respond effectively.
• Establish a Quick Response System: Implement a system or protocol for quickly addressing and resolving unexpected inquiries, ensuring guests feel heard and cared for.
• Regularly Review and Analyse Requests: egularly review these miscellaneous requests to identify any recurring patterns or needs, which could inform future service improvements.

6).Maintenance and Repair Issues: The Backbone of Guest Comfort 8%Maintenance and Repair Issues, accounting for 8% of guest interactions, are critical to the overall guest experience. This category involves addressing any physical or functional problems within the property, ranging from minor repairs to more significant maintenance needs. Timely and effective handling of these issues is essential, as it directly impacts guest comfort and reflects the property’s dedication to quality and reliability.

• Proactive Maintenance Schedule: Implement a regular maintenance schedule to proactively identify and address issues, preventing them from affecting guests.
• Rapid Response Team: Establish a quick-response team for maintenance, capable of addressing and resolving issues promptly to minimize guest inconvenience.
• Clear Reporting Channels for Guests: Provide easy and efficient ways for guests to report maintenance issues, ensuring they feel heard and their concerns are promptly addressed.

7).Accommodation and Facility Queries: Clear Communication is Key 8%Accommodation and Facility Queries involve guests seeking information about the property's features, amenities, and services. This category, representing a crucial aspect of guest interaction, underscores the need for clear and comprehensive information about what guests can expect during their stay.

• Enhance Online Descriptions: Provide detailed, accurate descriptions of the property, rooms, amenities, and services on your website and booking platforms.
• Train Staff for Consistency: Ensure that all staff members are well-informed and provide consistent information about the property’s facilities and services.
• Update Information Regularly: Regularly review and update your property's information across all platforms to ensure accuracy and relevance.
• Offer Personalised Responses: Tailor responses to individual guest queries, providing specific information based on their needs or interests.

8).Technical Assistance and Connectivity Issues: Keeping Up with the Digital Age 7%In today's digital era, Technical Assistance and Connectivity Issues are increasingly important. Ensuring reliable Wi-Fi and offering quick tech support can greatly influence the guest experience, especially for business travellers or those relying on digital connectivity.

9).Travel and Local Information: Adding Value Beyond the Stay 6%Requests for Travel and Local Information present an opportunity to add value beyond just accommodation. Providing guests with local insights, recommendations, and tips can greatly enhance their overall experience and satisfaction.

10).Security and Safety Concerns: The Foundation of Trust 3%While lower in volume, Security and Safety Concerns are critical. Addressing these effectively is fundamental in building trust and ensuring guests feel secure during their stay.

Experience effortless guest communication with Aeve. Contact us today to schedule a personalised demo.