How can you most effectively handle maintenance and repair requests for vacation rentals?

1 Set clear expectations

Before your guests arrive, make sure they have all the information they need to use and enjoy your property. Provide them with a welcome guide that includes instructions on how to operate appliances, access Wi-Fi, adjust thermostats, and dispose of trash. Also, let them know what to do in case of an emergency, such as a power outage, a water leak, or a fire. Inform them of your contact details, your availability, and your response time. By setting clear expectations, you can prevent some common issues and reduce unnecessary calls.

2 Use a reliable system

To streamline your communication and workflow, use a reliable system to manage your maintenance and repair requests. You can use a software platform that allows you to track and prioritize requests, assign tasks to your staff or contractors, and update your guests on the status. Alternatively, you can use a simple spreadsheet or a shared document that records the details of each request, such as the date, the issue, the resolution, and the feedback. Whatever system you use, make sure it is accessible, organized, and updated.

3 Respond quickly and professionally

When you receive a maintenance or repair request, respond as quickly and professionally as possible. Acknowledge the issue, apologize for the inconvenience, and assure the guest that you are working on it. If you need more information, ask relevant questions and clarify the urgency. If you can, provide an estimate of how long it will take to fix the problem and what steps you will take. Keep the guest informed of the progress and follow up until the issue is resolved. Thank the guest for their patience and cooperation and ask for their feedback.

4 Prioritize and delegate

Not all maintenance and repair requests are equal. Some are minor and can wait until the end of the stay, while others are urgent and need immediate attention. As a property manager, you need to prioritize and delegate your requests according to their impact on the guest experience, the safety of the property, and the cost of the repair. For example, a broken coffee maker may be annoying but not essential, while a broken heater in winter may be a deal-breaker. You also need to decide who will handle the request: yourself, your staff, or a contractor. Depending on the complexity and the availability of the service, you may need to outsource some tasks to save time and money.

5 Prevent and plan

The best way to handle maintenance and repair requests is to prevent them in the first place. By conducting regular inspections, cleaning, and maintenance of your property, you can identify and fix potential problems before they become issues for your guests. You can also create a checklist of items to inspect and replace after each stay, such as light bulbs, batteries, filters, and toiletries. Additionally, you can plan ahead for seasonal or recurring issues, such as snow removal, pest control, or landscaping. By preventing and planning, you can reduce the number of requests and improve the quality of your property.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?