By Kent Morgan
It’s happened to just about all of us.
You spot something online that looks exciting. You immediately send in an inquiry to get a question answered or make a simple request. Then you wait … and wait, for a response that ends up coming late or never arrives.
In vacation rental property management – on Airbnb and other travel sites used by consumers – delays in response to inquiries from potential renters cost money.
The math of communication in these cases is simple: Fast response time to inquiries equals higher revenue; slow response time equals lower revenue. You can take that to the bank.
But speed isn’t everything. Response quality is a big revenue driver. When a person planning a vacation is on Airbnb and spots what looks like the right vacation rental property in Las Vegas, if they ask how long it’ll take to walk to the Vdara Hotel & Spa on West Harmon Avenue and receive a response that provides drive time, credibility drops, frustration rises, and odds of booking the guest head in the wrong direction.
Consumers do business with people they like, and in vacation rental property management, attitude matters. This is true across every touchpoint, and particularly when an issue arises during a stay. At One Fine BnB, everyone who communicates with our clients’ prospects and customers is intelligent, courteous, and nice. And know what? It shows … on our clients’ bottom line.
The full-service vacation rental property management team at One Fine BnB prides itself on communication speed and quality. Schedule a complimentary consultation with us on optimizing revenue from your vacation rental property.
Written by
Kent Morgan
Kent Morgan is the founder and president of One Fine BnB, a short-term rental management company running hundreds of vacation rentals from its Austin home base, with properties in several U.S. markets and internationally. The portfolio ranges from single condos to homes well over $2 million, which are managed on a dedicated luxury service tier. A San Diego native, he founded his first STR management company in New York in 2011 and has lived in most of the markets he's since grown into — NYC, the Florida beaches, Nashville, Las Vegas, Palm Desert, and Southern California. His companies have been early testers and development partners for major OTAs and short-term rental platforms.
