Following on from my post yesterday about renter feedback on finding a property to rent, the other question we were asking people at the Cottage Show in Mississauga was about their past experience of vacation rental. We wanted to know what they liked and what a turn was off. The responses weren’t surprising and mostly confirmed what we already knew. Renter’s expectations are much higher than they were several years ago and they are looking for accommodation that matches past experience of resorts and hotels. Many recounted stories of vacations last summer where it rained for several days at a stretch nearly every week, and much of the holiday was spent indoors, which meant interior facilities received more scrutiny, and subsequently complaint, from weather weary guests.

In summary the main issues raised were:

Cleanliness – One woman told us that she started to clean the cottage on the second day of heavy rain because ‘there was nothing else to do’, and wished she hadn’t started because the more she did the more she realized the place had not seen a deep clean in many years. Sadly, the general perception was that cottages were not as clean as expe.cted and several people said this was the reason they would only book through an agency as the perception was that agency-rented properties would receive independent inspection and had to meet higher standards.

Beds – People who’d had a great experience talked mostly about how comfortable the beds were and how attractively they were presented. A few mentioned that the beds that had showed as appealing on a listing did not match the images, on arrival. These were properties where linens were not supplied, and owners had removed the bedding they had used for staging the photos and replaced them with thin comforters and very used pillows. I’m a big advocate for providing linens and towels and these comments support my view.

Entertainment & Technology– We heard positive comments about properties where a good range of entertainment facilities were provided. I talked to one family who found the range of books, DVDs and games provided, a “godsend” and another whose vacation was “saved” by the Play Station and games offered in their rental property. Hi speed internet is growing in importance too, with many saying they could not rent a property without it, particularly in areas where cell phone coverage was patchy.

Kitchen Knives – I had to mention this one, as the quality of kitchen knives has been used as the basis of general complaint in the media, as a vacation rental negative. When we talked to visitors at the booth, we asked, ‘What is the one item you would recommend new renters take with them?”. The most common answer was a sharp kitchen knife as the general perception follows that of the media.

What did you like best? The response to this question was almost unanimous. “It was just as it was described”, or “There were no surprises”. Although some respondents mentioned the weather or the waterfront, it was clear when the images matched reality from the first impression onwards, people were happier.

One interesting point made was that people are using social media to tell their friends and family about the good and the bad.  Where there were complaints about safety or cleanliness, they were more likely to take video and show it off on You Tube, or be vociferous on Twitter and Facebook.  Use of review sites is also becoming more common.

We came back from the Show with a lot more data that we’ll be sharing in articles on our web site at www.rentingforprofit, so if you haven’t checked that out and downloaded the free ebook called Staged To Rent – Presentation & Staging Tips for Vacation Rental Owners, head over there now. We’d love to have you join us.

I’m beginning a series on the blog this week featuring what I think are the best vacation rental websites. These are individual sites – not agencies, or listings from Home Away – they are what, in my opinion, sets the standard for owners in developing their own sites. This is not to say these sites are perfect overall – some could do with a little more work on design or navigation perhaps – but what they all have is sticking power. That is, there is something there that may capture a visitor for more than a few seconds, and could have the power to get them to explore the site in more detail and even bookmark it.

These are not critical reviews, although I will say what I like and what bugs me, and no-one has submitted their sites for inclusion. Mostly, I have found them on Twitter or Facebook or they are sites I’ve just stumbled across in forums or searches. You may not like what I like, or think there are better ones out there I could have featured and I appreciate that. I’m just sharing what rocks my boat. I think you’ll find there’s an eclectic mix and if something in each one gives you, even a small idea for your own site, it’s been a worthwhile read.

First up is Updown Cottage in Dorset, England. In fact, seeing this site was inspiration for this series as there are aspects of it that I found mildly irritating, but these were overtaken by a powerful pull to keep looking and moving around the site. This is what makes a site ‘sticky’.

The first thing that grabbed me was this:

“They’ve thought of everything” Sally Shalam, Guardian

Now I was never a Guardian reader however my first instinct was to click on that link and see what had been said. It led me to a 2007 newspaper review and I was immediately hooked.

“everything has been carefully chosen, from umbrellas and a shopping bag in the hall to writing paper and envelopes in the sitting room, from rainy day distractions – jigsaws, Nespresso coffee machine, piles of magazines – to travel toothbrushes and White Company bathroom toiletries.”

So back to the web site to settle down and take a leisurely look at the photos. The minor problem was when I tried to find that home page again I came up with another that had a different link to a small review in Times Online so I had to go off and read that too:

“It is cute, beamed and Aga’d up, with eyefuls of lush, rolling countryside through every window, but it’s tucked amid the cobbles of the busy hilltop town of Shaftesbury, in Dorset, and only a stone’s throw away from a deli selling gourmet goodies.”

As a potential renter, I have now been sold on this cottage because it’s been written up in two of the UKs most well known newspapers. I can read any number of reviews written by previous renters, but a piece by a journalist still gives more clout for most people. After all that is what grabbed my attention in the first place.

It might be more helpful to have both those links on one page because I found it mildly confusing that there appears to be two similar home/welcome pages. This then brings me to the irritation of the site itself which I’ll now get out of the way. With a whole page to fill, why is it confined to a little box in the centre? I’m no techie but I’m sure there must be a way of making all those beautiful photos fit the whole page and give us the chance to see bigger pictures and larger text without having to scroll down. For someone viewing on a netbook or smaller devices the text may be impossible to read.

So, onto the photos which are the real selling points. I bang on all the time about making bedroom images stand out and these do it. The text alongside each one captures the imagination and creates a sense of ‘being there’. I could almost feel the pillows, the fluffy duvets, smell the freshness of the rooms and hear birdsong from outside. Romanticising? Yes, of course, but that is what a site with good images does for me.

“Piles of soft, white pillows, fresh aqua fabrics, a window seat heaped with cushions, all set against antique furniture and beams. Aqua overlooks the famous Gold Hill which has cheated the march of time by remaining free of vehicles… except for the odd ‘Hovis’ bicycle!”

(For those not in the know, Gold Hill features in the 1973 "Boy on Bike" television advertisement  for Hovis bread, that has been voted Britain’s favourite advertisement of all time)

Mmmmm….I’m there!

‘Sticky’ features – reviews in known publications; gorgeous bedroom photos – I kept coming back to them; enticing and appealing text, and a whole slew of ‘extras’ not normally found in a holiday rental. I got the impression that the owner really wants guests to feel welcome and at home. Visually it is very attractive and would be even more so if it was enlarged. The photographs are excellent and staged in a way to fire up the imagination and senses.

The downside – the site was confusing to navigate and it was hit or miss in finding all the photos. I would have liked to see either a gallery of photos or the rooms clearly labeled with a set of photos for each one. It wasn’t until I clicked on Tariff that I found all the facilities which are very comprehensive and should be more prominent. Even with the lovely images it would be important to me to quickly find out if there is high speed internet access. I could also have been sold by some of the other features – wood burning stove, grand piano etc but they were not obvious. If I hadn’t clicked first on the media reviews I might even have missed them altogether. The white text on dark background also made it difficult for me to read the text.

Verdict – This site doesn’t have much information on the area, nor does it really capitalize on the location – the ‘Hovis’ hill – so I think there are some opportunities missed here. However, not even the downsides can detract from the visual aspect and the reviews, which together create that ‘must have it’ factor. The learning points for owners are:

• Reviews from travel journalists featured in newspapers and magazines are a powerful magnet for potential rental clients
• Spend time staging photos for bedrooms using attractive furnishings or have them professionally done
• Use text that triggers the senses – i.e. mix visual, auditory and kinaesthetic words – describe what could be seen, heard and felt

I clicked through a Google Ad today to a site advertising a cottage rental here in Ontario. I thought I would approach it as a potential renter and see how user friendly the site was and whether I could be encouraged to book.

The home page was fairly good and provided a lot of information at a glance – bedroom configuration, a comprehensive list of facilities and a contact form. The page also had rolling photos of the interior and exterior of the property which was helpful to keep interest going and to make the page stickier. In fact I was encouraged by that to look further.

Sadly, that was when it all went downhill for me because the next page I checked out was titled FAQ. Here I was told I needed to bring sheets, pillows, pillow covers, toilet paper, kitchen towel and tissues.  Are they serious??  This cottage rents at $2500 per week in the summer and they expect me to bring my own pillows!  And all my drinking water too for the 10 people the cottage will accommodate.  I guess I will have to bring a U-Haul trailer.

Then I looked at the photos which were less than inviting. A bed with a mattress cover on it and a blanket folded at the end of the bed.  A living room devoid of ambience or any welcoming feel.  And yay…..a toilet with the seat up.

This could just be me having a ranty day which happens occasionally when I have my standards ‘hat’ on, but I don’t think I’m being unfair here.  I rent out my cottage and have a healthy respect for my rental guests. They pay a good amount of money to spend their vacation in my place and I want to make my cottage inviting and enticing and have my guests feel welcomed and cosseted.  Perhaps that is why 60% of them are repeats. They deserve value for money in comfortable accommodation with at least the basics supplied.  I choose to provide bed linens because that means I can make the bedrooms look lovely and attract more guests. I take pride in making up the beds with fresh linens knowing my guests will be arriving after a long journey and be totally delighted with the look and feel of the cottage.  There is a water cooler with a complimentary jug of water; all paper products are amply provided, and a gift basket of local produce.

My goal is to promote vacation rental as a viable alternative to hotels and resorts and we can only do this by accepting we are in the tourism industry and providing a service to our guests.  A 100% committed service. Making a half-hearted attempt just doesn’t cut it.

Photo on Flickr by ES

I spoke with several renters this week who were pondering options for their summer vacation, and as usual, asked what their criteria were for their dream vacation rental. The response is usually the same – that the ‘must-have’ requirements are:

“Great waterfront for the kids; a clean and well-maintained home, and comfortable beds”

There’s not much that can be done about a waterfront location. If you have one and it’s got a sandy beach, shallow water and fabulous views, this may be the best selling point, however more potential rental clients are commenting on the bedrooms photos and this suggests that these are having more of an impact on the decision making process than other rooms.

This seems to me to be just common sense. Create a superb looking listing with enticing images and it will attract more interest, and most owners understand that. But in my effort to root out the bad apples in the barrel and challenge complacency I’m still coming across some just unbelievable pictures. Bare mattresses; stained comforters and pillows; rooms with just a bed and no side-tables, lamps or window coverings, are common in this category. This seems such gross disrespect to the people that are paying to stay in these places and of course, reflects badly on the industry as a whole.

I’d love to name and shame and upload the photos, captioning with the Dr Phil comment, ‘What are you thinking?’, but since I’m having an ethical kind of day I’ll make do with some examples where I’ve worked with new owners to create more attractive images.

I’m in the final stages of a new ebook called ‘The Mandalay Project’ which follows the work of Canadian home-stager Rachel Gilooley and her team, to increase the rental rate of a property from $1800 to $2800 per week. Part of this was to revamp the five bedrooms and demonstrate just how to create a stunning environment on a small budget. This was one of the rooms as I saw it on my first visit with Rachel:

This was better than some I’ve seen. At least the bedding was straightened and the pillows looked fairly new, but the overall look was sterile to say the least and lacked any ambience or appeal.

This same bedroom after Rachel wove some magic. The small basement window was covered in full-length curtaining; the wallpaper border removed and wall painted in a warmer colour which immediately brightened the overall look. The bedding is complemented by floor rugs which are not shown in the photo but add a lovely touch.  We also loved the Ikea tree mural on the wall behind the beds.

The Mandalay Project is nearing completion and we have already rented out 7 weeks at the new pricing.  As each stage is finished, we are sending renters updates which is adding to their excitement and anticipation of their vacation. 

The next photo is of a small (800 sq ft) cottage, where the owner has created ambient and appealing bedroom spaces with the use of good bedding and lighting.

This photo was taken just after the room had been painted in white to give an impression of more space – it’s very small! The door opens onto the electrical panel so it is not an access to another room (just in case you were wondering!)

The two small side-tables with lamps worked well to create a more attractive looking bedroom. Even though it’s still a tight squeeze to get to one side of the bed, it does feel more welcoming overall.

To be fair, this photo was taken in a property before the owner had closed on the sale and had not been rented. However, it’s not unlike many images shown on rental listings, where little thought has been given to the impression a prospective renter may take away.

The same room after the new owner took over, put in a new bed with good quality bedding and photographed it well.

I hope this short post has inspired you to take another look at the photos you have on your listing. Do they show the bedrooms in the best possible light?  Do they look attractive and appealing?  Will they make renters want to come and stay? 

Do you have any makeover ideas I can share with my readers?  I’d love to see some more before and after shots, and will offer a short review to the first few I receive. And there’s more about staging coming soon!

So what is going on in the vacation rental market? Is it booming? Are we in a slump?

According to Property Wire, many areas of the US are reporting a downturn with competition high and the expectancy of a last-minute market driving discounts and deals, while here in Ontario, we’ve just experienced our most active first quarter since our business began.

It’s a two-handed market that is being driven by the economy with more renters staying close to home – boosting domestic reservations in some places – and more owners putting their vacation homes up for rental.

Brian Sharples, founder of the rental giant Home Away says in a Fox Business report, "The down economy has had a significant positive impact on the vacation rental market,"

"Not surprisingly, HomeAway is experiencing strong new listings growth across our sites. This increase in supply is being met by an upswing in demand from travelers, who continue to discover the exceptional value that vacation rentals offer compared to hotels," says Sharples.

The balance in some areas is working for the owners who are seeing a boost in reservations, and in others, the increase of properties on the market is tipping the balance in favour of the renter. But, this is a volatile market and uncertainty is the overriding factor across the board. Most reports suggest there will be brisk last -minute activity but with the growth in available properties, renters can probably afford to be picky and will be looking to strike deals and look for those places that have increased amenities and updated features.

There is one constant out of all the uncertainty. Expectations are rising, and owners who are complacent in any way will suffer if their listings don’t show quality, even in the smallest of properties. Yes, I’m beating that drum again, and will continue to do so until people ‘get it’.

I’ve heard recently of owners losing bookings because they won’t provide linens without a charge, or arrange for a cleaning service, if asked. A colleague sent me some photos of a property his client wanted to list showing blank-walled bedrooms with mis-matched bedding and stained pillows. Another owner expected his guests to bring their own propane tank for the barbecue. Another has refused to get a TV because his family don’t watch TV on vacation therefore he won’t be convinced anyone else will.

These attitudes will not win bookings and from my point of view, don’t deserve them anyway. This industry must move with the times and respect the changing needs of rental clients. Those owners who don’t become complacent and look for continuous improvement instead, will be the winners in the end.

Part-time vacation rental owners make up the bulk of those entering the market in many areas. By part-time, I mean those who are, perhaps reluctantly but for good economical reasons, renting out their cottages, cabins, villas, vacation homes (whatever you want to call them) for the weeks they are not using them personally.

I talked to many of these people at the Cottage Life Show in Toronto last week, and will no doubt do the same next weekend at the Cottage Show in Ottawa, and the same questions came up every time:

What do I do with my own stuff? How much can I leave in cupboards and drawers? Do I have to move all my personal belongings out?

In the seminar I presented last week, I talked about the changing face of vacation rental; the increasing expectations of rental clients, and how owners need to adapt to both of these to capture their share of the market. Part of this adaptation is realizing that this type of vacation is new to many travelers. They have been used to resorts and hotels for many years and they bring perceptions and expectations based on those experiences. To some extent it is a challenge to live up to those expectations particularly if your plan is only to rent for a couple of weeks in the summer. Some argue that it’s too much trouble to move their stuff out for such a short time , and that renters should accept they have rented a ‘lived-in’ property and be prepared to share the space.

My view is that the moment you list your property on a vacation rental site, you become a provider to the travelling public; and once you accept money for a period of time in your property, you have responsibilities to provide a good standard of accommodation. And this does mean moving your clothes out of wardrobes and dressers; creating space in the food cupboards, and cleaning out the junk drawers.

Take a moment to think about what happens when your guests arrive. If the weather is great they’ll probably be more focused on the outside, than on unpacking, but at some point during their stay, every cupboard and drawer will be opened, every bed looked under, and any storage box you’ve left out will be examined. It’s human nature and we are a curious species, so even the cupboard you have carefully labeled, “Owners” will be checked out.

So, how do you manage this when you use the place a lot yourself?

Several years ago we visited our friends’ fractional ownership property near Lake Tahoe. It’s a beautifully furnished and decorated property with everything supplied by the management company and owner syndicate for a comfortable stay. Along with 6 other owners they had 7 weeks each year they called the place their own and it was fascinating to arrive with them and see the place transformed into their personal space. Out of a cupboard came a couple of totes packed with photos, pictures, candles, ornaments, vacation clothing and shoes and non-perishable food items they had left from their previous visit. They even had their own sign with their family name that hung on a hook outside the main door. Within about 15 minutes the villa was their own again.

Along with the decision to rent out, comes an acceptance that you’ll have to make concessions to your own use of the property. You’ll want your renters to feel welcome and not as though they have invaded someone’s personal space, so take some time to plan what you have to do. Here’s a few tips:

Personal belongings – clothes, shoes, bathroom cabinet stuff

Buy several totes. Label each one with the room the contents are from, and create an inventory list. Use additional boxes to pack smaller items in the totes, such as toiletries

Food

If you have your own food in the fridge – half used ketchup/dressing/margarine etc, consider moving them out. Buy a small fridge to go in the basement if you have space and keep your perishables in there if you must keep them at the property. Leaving non-perishables in the food cupboards is OK to a degree providing there is plenty of space for your guests to store their supplies. It is nice to supply seasonings, herbs and spices, olive oil, coffee, tea, sugar and flour etc., but just make sure the cupboards are not cluttered with half-full boxes of pasta and rice.

Videos, DVDs, books and magazines

I recall a rental guest’s concern after a stay in a cottage where he had found X-rated videos in the extensive collection. He appreciated having a large choice of video entertainment but didn’t feel it was appropriate to have videos available that his children may encounter. I agree. Take some time to go through your video, DVD and books and remove those that could offence or embarrassment.

Family photos and personal effects

It’s not necessary to take down every photo as this could result in an environment that looks sterile and lacking in atmosphere. However, it’s worth taking a candid look around and asking yourself how much of yourself and your family you wish to share, and how much they need to see. A couple of framed photos on the wall is fine, but rooms stuffed full of free-standing frames of assorted family weddings and events, along with a lifetime of quirky buys from various bazaars around the world may not be so well received.

It is in our interests as owners to respect our rental guests and provide them with quality accommodation for their stay. If that means there’s a little extra work involved then it’s best to accept that it goes with the territory. If you are unwilling to do that, it may be better to reassess your motivation to rent.

Getting positive reviews should be one of the primary goals of your business. Prospective guests love to read reviews and hear what other guests have said about their stay in your vacation rental property.  They can be hard to come by though, but when you do get them, treasure each one and shout it from the rooftops!

“It was exactly as described in the listing”

Be very careful how you describe your vacation home and get someone who is not emotionally involved in your property, but has visited, to check through your listing. Ask them how accurate it is. How objective is your description? Are you using words like ‘spectacular’, ‘stunning’ or ‘luxurious’? If so, make sure these subjective phrases are supported by reality. For example, “luxury” to one person may mean indoor plumbing and a hot shower; to another, their perception of the word could be very different and they may be expecting granite tiles, a whirlpool tub and a pile of huge, fluffy bath towels.

“The kitchen was better equipped than my home”

The secret to attracting this comment is to provide a range of small appliances; good kitchen knives; pots and pans of all sizes (don’t forget a steamer); matching dinnerware and glassware and a variety of bakeware. Include the items a ‘spur of the moment’ cook might need such as weighing scales, a zest grater, measuring cups and spoons, and a pestle and mortar. The cook in the rental group is often the one who needs the vacation the most, so making his or her life easier will attract a lot of gratitude.

“The owner has provided everything we could possibly require”

Over the time we’ve had our place we have listened to our guests, and have always paid attention to the feedback sheet, which says. ‘Is there anything we could have done to make your vacation better?” We can’t do anything about the weather although it is occasionally requested, but we have responded to most suggestions. This year we’re planting a small herb garden near the back door so there will be fresh herbs available; buying a hammock; building a sand box and putting Ipod docking stations in all the bedrooms. We always contact our guests who have taken time to leave us a suggestion to let them know we’ve acted on it, which has encouraged repeat business.

“The beds were the most comfortable we have ever slept in”

You can’t please everyone with the beds you provide, unless you have the sleep-number type mattresses, but you can supply good quality. This is probably the best compliment you can receive, and really worth working for.  If you have not slept in every one of your beds, I strongly suggest you do. You may be surprised at the level of comfort (or lack of it) you are providing.

“There was so much to do, even when it rained”

Many people who used to go on package vacations, are now taking holidays closer to home and have discovered vacation rentals as a good economic alternative to more expensive options, particularly when they have a large family. They may be used to a ton of activities being provided for them, so a rainy day at your property could leave them wondering what to do with the children. If you’ve provided a lot of board games, jigsaw puzzles, activity packs, and a good library of videos and DVDs, you’ll have a bunch of happy campers who will sing your praises.

“We felt so welcome”

What compliment could be more rewarding than this? Working towards having your guests feel welcome in your home from the moment they arrive is the key to repeat customers and referrals. It could be a simple, personalized welcome note; a gift basket; some fresh flowers or a bottle of wine; a goodie bag for children or some treats for the dog. Sometimes it the smallest of things that can create the most impact and turn your paying guests into raving fans.

Provide a guest book for comments, but also include a separate sheet that asks for general suggestions on improvements. Be good to your guests and they will respond in kind.

In these heady days of social networking, if someone experiences something negative they will shout it out to the world and in many cases, much of the world will hear. One video posted on You Tube, a photo on Facebook, or a 140 character review on Twitter could be quite damaging to your reputation. On the other hand, a rave review or a spectacular comment about an aspect of the rental can have a ton of visitors beating a path to your web site, many of whom want to have that experience themselves.

There are little things and there are big things that make the difference and you’ll never know what works best until you try. Here’s a few ideas – many of which have been gleaned from the amazing community at Lay My Hat, and if you are vacation rental owner and haven’t visited there yet, I suggest you sign up right now. They are presented in no particular order.

1    Buy the best mattresses you can afford

Don’t skimp on your guests’ sleeping experience. This is what they will remember long after the pictures of sunsets and kids playing in the water have become .jpg clutter.

2    Supply big fluffy towels

If you supply linens and towels, make sure you have some good sized bath towels. The Lay My Hat folks have talked about this one at length and the consensus is that big fluffy towels are important. For anyone who’s ever spend a night in a Holiday Inn or Best Western and tried to wrap one of their skimpy towels around an ample body you’ll know what I mean!

3    Send an inventory of what is in your kitchen.

How do they know what to bring if you don’t tell them what you’ve got? It’ll save on a bunch of emails asking you if you have a blender/garlic press/potato masher/whizzy pineapple corer etc.

4   Supply welcome packs for kids

Find out the kids ages and pack up colouring books and (non-wax) crayons; puzzles and children’s guide books. Get them involved in what is around the property, for example if you have waterfront and there are frogs – download and print a frog recognition guide. Make it cool for them to be there.

5    Be generous with the basics

Supply sufficient paper products (toilet paper, kitchen paper & coffee filters), liquid hand soap, cleaning materials, kitchen foil, dishwasher tabs, garbage bags, light bulbs, plastic containers for leftovers etc.

6    Provide stuff to do on a rainy day

Games (with all the pieces intact) , playing cards ( new packs); scrapbooking box; lots of paperbacks. Include a rainy-day ideas book with creative and fun things to do.

7    Guidebooks and maps

Go to town on the information you provide. Not just local tourist information but your own recommendations for restaurants, places to go and things to do. Include suggestions for half-day and full day driving tours or trips out. Remember that your guests probably don’t know the area and would be delighted with your ideas.

8    Emergency/Power out kit

Don’t leave guests in the dark in a power outage. Make sure they know what to do and where to find your power outage box, which should contain a wind-up radio, candles/gas lamp, lighter, information on who to contact to inform that the power is out, and a reminder about safety.

9    At least one really sharp kitchen knife

One of the top complaints about vacation rentals is the lack of sharp knives. Buy at least one really good knife or spend a little more on a good quality set.

10    Get a universal remote control

If you have more than one remote control for your TV, DVD, Video and stereo, invest in a universal that will control everything. Set it up for all your entertainment systems and leave one clear instruction guide should anything go wrong.

11    Provide a variety of herbs and spices

No-one wants to pack a whole bunch of seasonings, nor will they really want to go out and buy them all, so why not stock up with a comprehensive herb and spice collection. Keep them topped up too.

12    Fresh soap in the bathrooms

Either nicely packaged soaps or topped up soap dispensers will do, but please don’t leave used bars of soap in the washrooms.

13    Leave an ‘ooops I forgot’ pack

Pick up some travel sized items – toothpaste/shampoo/shower gel/razors etc. Put in a basket or box in a cupboard and let your guests know where it is should they have forgotten something.

14    Create the mood

Leave lights on for guests arriving at night; classical music playing on the radio for ambience and the heat up (or fire lit) for cooler times. Make sure the place smells lovely – using natural products where you can. Fresh flowers are a great touch too.

15    Write a welcome letter to your pet guests

There’s nothing pet owners like more than to have their furry friends acknowledged. Writing a letter directly to the pet and adding it to the welcome pack works really well if you want to get across your pet rules in a friendly way. Add a little pack of natural dog treats.

16    Supply a pet pack

Here’s what you need to pamper pets and their owners – Two stainless steel bowls, a bucket, several old towels, a dog brush, some rubber gloves, a ‘skunk kit’ (comprises bicarbonate of soda and hydrogen peroxide), a temporary dog tag with the cottage address and phone number, and a couple of tennis balls as well as a supply of plastic bags.

17    Be creative with kitchen stuff and small appliances

Provide a range of small appliances and bake ware so any spur of the moment cooking idea can be gratified. A bread maker; ice cream maker; Panini machine; juicer; slow cooker are just a few suggestions. Cake pans, muffin tins and cookie sheets are also welcomed. On your checkout list ask your guests what they would have liked that was not there. Then act on their suggestions if you can.

18    A welcome basket

Everyone loves to get something they were not expecting. A small basket with some seasonal items is nice to leave. We usually pick something up from our farmers market on a Saturday morning before our changeover. A fresh pot of basil, some local tomatoes and a small jar of honey in summer; some hot chocolate sachets, maple syrup and scented candles in winter. When you want to create a great first impression, this usually does it!

19    Offer a geocaching pack

Geocaching is fast becoming a really popular activity for all ages. For the price of a handheld GPS, a family can get outdoors and have a fun filled day without any entrance fees to pay. Provide a GPS pre-loaded with caches in a 20 mile radius of your property, and hide one of your own nearby to get them started off, and you’ll have them hooked. Geocachers will tell you they always recall how they got started, and the thrill of the first find. Be the one to initiate this and they’ll remember you forever. More on this on my Cottage Caching site.

And finally………

20    Keep in touch with your guests

Make a quick call or send an email after their stay to thank them for leaving the place so nice (even if it wasn’t quite up to your standards). Ask for some feedback and act on it, letting them know if you make a change as a result. Keep them informed if you make any additions – we let all our previous guests know when we added a hot tub, and got immediate reservations from some of them.

I am sure there are lots of things I have missed out here, so lets see if we can get this list up to 30.  All ideas are welcome!

Photo by Afkatws

I haven’t had a rant for a while so think it’s time to get something that’s been bothering me recently out in the open.

Don’t go into this business if you don’t like people

If you went into a store, there were no lights on, it was cold and you were totally ignored, wouldn’t you just walk out again and never go back? If there was something you absolutely had to purchase perhaps you’d stay until the transaction was completed, but bets are that you wouldn’t be too happy.

I speak to vacation rental owners every day. The ones that are really successful seem to be those who care about their guests, are considerate about their needs, and really want them to have a good time. Then there are the ones who should never be renting out their properties at all. Sure, they like the money that comes in – to them its an easy way to make a few bucks and pay the taxes, but they couldn’t care less about the people who spend their hard earned money on a vacation in their rental home.

I also talk with a lot of renters in an effort to match them up with the cottage of their dreams, and the stories they have of past experiences with vacation rental just blow me away.

Here’s one example of the sheer indifference a vacation rental owners has towards his guests:

A family arrived at their rented property at night to find it in total darkness, after a 3 hour drive from home. When they finally found the key which had been left on a hook on a nearby tree, and entered the property it seemed the power was out because none of the light switches worked and the place was perishing cold. Ahhh….that would explain the unwelcoming nature of their arrival. They were right, because when they finally found a flashlight, and one of the group picked up the erroneously named “Welcome Book” the first thing they read were the instructions on how to turn the electricity on, and a warning that it may take an ‘hour or two’ before the place would heat up.

Sadly, this is not an isolated incident and I just hear these stories too many times. Some other complaints were:

• Beds with flimsy comforters and no extra blankets
• Old and lumpy mattresses
• No toilet paper provided
• Plastic dinnerware and glasses (the owner said he’d had too many breakages)
• Unclean bathrooms
• Satellite TV disconnected with no notice
• Misrepresentation of features in general

So, on behalf of renters everywhere I am submitting this as a:

Bill of Rights for Renters of Vacation Homes

We have paid you money to rent your vacation home for a short period of our lives. Like any consumer we have rights attached to this purchase.

We have the right to:

- A clean property. This means you have vacuumed under the bed and I won’t find dubious scrunched up tissues, dust bunnies and various items of underwear. (Yes, folks, I stayed in a cottage a few years ago and this is what I found under the bed). It also means there’s no food debris in the cupboards; the microwave is clean and doesn’t smell of popcorn; the bathrooms are spotless and there’s no dog poo on the lawn.

- A comfortable mattress. I know some people like rock hard mattresses and some like them super soft, but all I want is one that doesn’t look as though it was bought at a yard sale, isn’t lumpy and stained and is likely to give me a decent night sleep. I am on holiday after all.

- The features as advertised. If you listed a ‘home entertainment theatre system’, I don’t expect a 21” TV with an indoor aerial. If you’ve said we’ll ‘enjoy great swimming’, that should mean off the shore or dock, and not 30 feet out after we’ve waded through soft muck, weeds and lily pads

- To be told if anything has changed. I might have booked your property for the sole reason it had twin beds in one of the rooms and won’t be happy if there are now bunk beds. If you change anything you have advertised, I need to know before I arrive.

- Privacy. I understand you might live next door but please don’t wander over every time I am sitting on the dock having my morning coffee, or decide to join us if we are having a camp fire at night. We are friendly people but need our own space. Wait for us to invite you, and if we don’t, it’s not a personal insult to you – we came on this type of vacation to enjoy our private time as a family.

- Clear departure instructions. I’m not psychic. Please don’t expect us to guess what we have to do before we leave. If you have asked us to leave the place as we found it, you might have to offer a reminder because we were tired when we arrived and can’t really remember what it looked like then. If we need to clean, then a cleaning checklist would be helpful.

I know this may not sit well with some owners and I will probably get a ton of emails arguing that owners have rights too, and I am not disputing that. Remember I wrote only last week about a group at my cottage who are now on my blacklist.

I just feel very strongly that the moment an owner of a property advertises it to the public, they become a provider to the travel market and must take on the responsibilities that come with that role. If they don’t like that aspect of it, they should not be renting out in the first place.

I’m heading up to a lakefront cottage today that is seriously in need of some TLC.  It had 5 bedrooms, 3 bathrooms with a 2 bedroom/1 bath guest house. As it is we may be able to squeeze $1800 per week because of the scale of accommodation and the fabulous waterfront, but there is massive potential to raise the rate by up to $1000 per week with some redecoration, some additional furniture and creative staging.  I will be working with Rachel Gilooley, a professional stager – more on Rachel to come.

Over the course of next few weeks I’ll be presenting the project as it moves ahead, with video, commentary and interviews to my subscribers.  My goal is to provide the owner with 100% occupancy in the high season months which could give him up to $10,000 more in income than originally expected.  For extended coverage of the project sign up for my newsletter. This is going to be fun!