Submitted by Charity Kuahiwinui, Host2Host charter member and founder of Ensourced, a STR consulting firm
As Tyann Marcink, Host2Host member points out, a rental property that is intended to regularly host large groups requires an entirely different approach than those which are designed to host couples or small families. At her Branson Family Retreats properties, the focus is on hosting large gatherings, so she knows what people are looking for in a rental. That's why she was surprised during a recent family stay to find the rental lacking in amenities for large groups. Read more to find out what you can do to improve guest experiences who wish to book your listing.
Understanding your audience is the key to effective selling no matter the industry or product. Who is your potential buyer? How will they use your rental space? Answering these questions will help ensure you provide the best possible experience for them. Guests who are thrilled with their experience will tell at least three friends, and those who are unhappy will tell the world! Consider these five tips for ensuring large groups are satisfied with their stay.
- Regionalize your Rental
Deciding on where to take a large family or group trip can be like pulling teeth. Everyone seems to have an opinion about their idea of the perfect location and what the perfect vacation looks like. Give potential guests a feel for what they will experience when they arrive. What works for a mountain-top cabin won’t work for a beachside getaway so consider how your marketing and decor reflect your local area.
If you know the weather will be ideal for outdoor seating, make sure you provide enough outdoor chairs and that you check them regularly for wear and tear. If you don’t, expect guests to take indoor chairs outside which could impact their longevity for the worse. If guests will be cozier by the fire, offer plenty of board games and jigsaw puzzles, as well as a place for the entire group to gather. If you host twelve people, there should be twelve seating options in the main gathering space. Don’t make anyone feel left out!
- Manage Expectations
Managing guest expectations is critical during the marketing phase of your rental management business. No matter the selling platform, whether your own personal website, Airbnb, VRBO, FabStayz or another online travel agent (OTA), your listing description and photos should accurately reflect the experience a guest will have when they arrive.
If there are any potential negatives, mention them. Be honest. Set expectations appropriately and don’t worry if you think it could be a detractor - there’s a place for everyone and what is problematic for one person, won’t be for another.
- Communicate in Advance
If you’ve ever coordinated travel for groups larger than four or multi-generational travel, you know it can feel like herding cats. Everyone will have questions about what to bring - will the rental have enough towels, will there be a hairdryer, do you need to bring your own sheets?
Since the point person who is renting the place will be coordinating for a larger group, give them plenty of time to plan and disseminate essential details like these. I’ve known a few super-organized folks who like to pack their suitcases several days in advance of their trip so they can feel comfortable and begin to relax as the travel day approaches. Make it easy for them to do this. Larger groups should have these kinds of details on packing planning at least a week in advance of their stay. Consider including rental amenity details in a digital guidebook like TouchStay offers to make communication easy.
- Right-Size Appliances and Utilities
Your appliances and utilities should scale with the maximum number of occupants. If you are hosting a space for fifteen people, install a water heater with capacity for that size group. Think about whether you need to provide two refrigerators or even two dishwashers. And make sure you tell guests the proper way to use those appliances. Don’t assume everyone knows what the symbols on the washer/dryer units mean. Give guests the tools to be successful.
The same goes for your internet. Plan on 80% of guests accessing the wifi network simultaneously. Make sure your download speeds can support their gaming, Tiktok, and Netflix needs. Additionally, you know at least one person won’t be able to leave work behind (sadly, I may have been that person), so test your upload speeds too. The free app, Speedtest can give you a sense of your rental's wifi speeds and this blog with its handy chart will give you an idea of how fast the wifi should be to create creature comfort.
- Equip the Kitchen
When a large group gathers, they are generally not visiting your rental with the primary purpose of checking out the surrounding area. They’ve made a focused intention to spend time with friends and family that may live far away from one another and converge together in your special space. They are not looking forward to checking out the trendy local restaurant, they want Grandma’s best casserole, Aunty’s to-die-for chocolate chip cookies and Uncle’s ribbon-winning barbecue ribs.
Make it easy for them to cook together safely. Equip the kitchen with every tool you think they might need and then some. Over the course of a busy season, equipment will inevitably get destroyed or grow feet and walk-away. Make sure your cleaning crew is instructed to periodically inspect the items in the kitchen cabinets to ensure they are clean, neat, and well-organized.
It is easier to control outcomes when a group is smaller. A solo traveler has no one to ask, “Hey - does it seem odd to you that this guest house is missing silverware?” Add a second person, and they have a sounding board. Add thirteen more people, and you’ve got a cacophonous chorus of opinions that will inevitably magnify any potential negative quality of the rental, providing them with lots to laugh about and a chance judge you with derision. Don’t give them that opportunity.
Follow our tips and tricks to create the best possible guest experience for your large group listing. Inspire them to write a glowing, positive review and recommend your home to a few friends instead of writing a funny blog or Twitter string about why it was a less-than-ideal experience.
Tyann Marcink, Host2Host member, short-term rental industry thought leader, Queen of Guest Experience at Touchstay, co-host of Podcast The Guest Cast and veteran STR host recently had direct experience with her own family’s stay at a remote rental location. Check out her Twitter post for more pointers.
