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I answer over a thousand requests per year. People from all over the world, people I enjoy talking to and I would like to meet.
Our home in Provence (la Peyriere) has it all - large, comfortable, recently renovated, a large pool and wooded property surrounded by vineyards at the foothills of Mont Ventoux.
A dream house? YES - but not to everyone. Typical guests are educated, open minded, computer savvy, friendly and have lots of goodwill to offer. They have little knowledge of French and are ready to fly 7 to 12 hours to enjoy the villa and the area.
The wife/female partner will often have the final say when the time comes to pick a rental. She is also likely to be the one initiating the search. Women are very involved in the process and when complaining, they say the family holiday was ruined.
Guests expect the owner to deliver.
What are guests expecting? An image the owner has created but which is not entirely true, or exactly what is displayed on the website and explained in the process ending in a contract. If the owner sold an image, or a guest rented without checking assumptions, then trouble may be brewing.
I admire the amount of trust that guests show in the process. Think about it. Someone from halfway around the world surfs the web, discovers THE right house, looks carefully at the pictures and description, and emails the owner. After a few exchanges, the guest is willing to send a deposit to book the house 3 months down the road. She/he is convinced the house exists and will meet her/his expectations.
On the other hand, the owner books the house and is confident the guests will show, pay and be satisfied with their stay.
As an owner, I have not been able to develop a sure way to detect a guest who will be satisfied from one who will not. Some are obvious pains in the neck. Extremes are easy to detect but I can only offer a few markers that will help avoid disappointment.
I remember a few month ago a lawyer who revised our contract from A to Z. According to her, we should be liable for anything that might go wrong during her stay. I kindly wished her luck in her quest for a rental.
We have been very lucky with our guests but each year we get someone, in at least one of our three units, who is unhappy. The main grudge is always that the house is not what they expected.
Our website is clear and very honest in the description of what we offer. When I talk to guests before they book, I always provide honest answers. I just recently lost guests who wanted to stay over the winter months because I was erring on the safe side when disclosing the cost of heating the house. I know I could have reduced the estimate and gotten the rental. I knew they loved the house and its fireplace, but I also knew I would have received a very angry phone call after a few weeks.
My question is: even though we do our best to be clear, why are some guests dissatisfied and how to avoid it? Last summer I refused 3 guests. I knew the house was not for them, yet one group slipped through my radar.
It was a couple from Australia living in Dubai. I found out they expected gold-plated cutlery and the water in the pool cooled down. This rental was dealt with too fast, one email and no phone call. I broke my own rule and paid for it. They were supposed to stay 3 weeks, left the second week. As I was able to rebook the house, they were refunded. Nice people I am sure but our path crossed in the wrong place.
Another instance happened 2 years ago when a couple arrived expecting the house and furniture to be "modern" in style. Our website clearly shows that we only offer modern appliances and mattresses, all the rest is in the antique Provencal style.
Each house carries over the personality of its owner. My partner Elsa has exposed her personality, vision and life style throughout the house. Some of her artwork is on the walls.
Therefore one of my markers is if I am not at ease when talking to guests, I will tend to be more specific and detailed in my answers. I do not expect to be friends with each and every guest, but I know that being on the same wavelength is a token of a successful rental.
Elsa and I do not believe in sanitized - one size fits all - rentals. We are convinced guests like houses with a character they relate to. They perceive the image when they search the web - that is the moment they create an image. That is what guests have to check and re-check - does the house conform to the image? Or is it just a faked impression? I have yet to meet a guest who asks too many questions about the house. When they have lots of questions, I might be frustrated but deep inside I am glad. I know the future guest is trying hard to make sure the house is a good choice.
I have lost guests toward the end of the booking process, as they were able to conclude the house was not what they wanted or imagined it was. I've also booked quite a few guests just because I talked to them, they related to us and concluded our house was what they wanted.
I remember a guest from Florida who emailed over a period of 3 months prior to committing. Later on Elsa and I met the entire family in Provence; they stayed 3 weeks and we are still exchanging Christmas cards.
Here is a must-do list for both owners and guests:
* Always call and get a good personal feeling;
* Get as many pictures as possible is a good practice. Guests have a better feeling of the place and are not committing on a guess;
* A good website is important; it will display lots of pictures and detailed descriptions;
* Always keep the chain of emails leading to a rental; it might be useful in case of a problem;
* Be very honest and thorough during the exchange;
* Avoid surprises - ask lots of questions;
* (Owners) Make sure guests get a good idea of where the house is located before they commit - I always email a map of the area - Mapquest is a good place to copy-paste a map;
* (Guests) If you have a special need, ask for it. Owners are often willing to invest assuming what you are asking for is not exotic;
* Make sure the cost structure is clear and well understood;
* Do not attempt to pack the house with more guests than the house is able to accommodate;
* Always ask for - and provide - comments and suggestions. A lot of improvements to our rentals over the years came from ideas provided by our guests;
* If something is broken during the stay - BE FAIR - check if the accident is related to normal wear and tear (not the guest's responsibility);
My message is simple: avoid unclear situations and false expectations.
Renting our house in Provence has been a fabulous experience started by my partner Elsa and a friend Margot from France. Whenever we can, we enjoy meeting our guests; some of them became close friends. |
| Author: Philippe Guerin |
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Author Bio:
Here is the webpage for our house in Provence: www.holiday-vacation-rentals-plus.com/provence-villa-with-pool-1.html - AND - The webpage for all our vacation rentals: www.holiday-vacation-rentals-plus.com/ - AND - The link to Elsa's website, packed with articles and opinions for the curious mind: www.elsas-word-story-image-idea-music-emporium.com/ |
| This article can be searched using: travel tips, cheap air flights travel tips, international travel tips, first class travel tips |
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