If you manage short-term rentals, you know the job is part hospitality, part operations, and increasingly part compliance. The best-performing hosts combine memorable guest experiences with clear, repeatable processes — and those two things together protect revenue, reputation and legal standing.
Below is a practical, human-focused guide to help you present your properties honestly, prevent problems, and respond quickly when things go wrong.
Why systems matter
Good systems reduce surprises. When guests get what they expect, cancellations and disputes shrink; when something does go wrong, documented procedures make resolution faster and fairer. That matters whether you run a single apartment or a small portfolio: standardized workflows scale, help
you control costs, and make it easier to train anyone who steps in.
Listing and photography: set expectations, don’t overpromise
– Show the space accurately. Bright, well-composed photos from multiple angles sell better — but avoid flattering tricks that hide true scale or condition. Guests are disappointed by misleading images; disappointment becomes refunds, bad reviews and extra work.
– Be explicit about amenities and limits. List important features
(wifi speed, washer/dryer, kitchen appliances, parking), accessibility details, and any restrictions (no elevator, shared spaces, pets rules). Include check-in steps, deposit and cancellation policies so guests know what to expect before they book.
– Use a short, helpful arrival guide and concise house rules. Practical, friendly language reduces confusion and sets boundaries without sounding confrontational.
Communication that wins reviews
– Staggered outreach works. Send a pre-arrival message with practical details, an in-stay message offering help, and a post-checkout message asking for feedback. These three touchpoints lift satisfaction and review rates.
– Keep tone warm and concise. Templates are your friend for consistency, but personalize where it matters — a small, thoughtful detail (a welcome note, a local tip) goes a long way.
– Measure what matters: response time, first-contact resolution, open and review rates. Use automation to speed replies and SLAs (service-level targets) to hold the team accountable.
Photos + messaging strategy (quick checklist)
– Invest in at least a basic photo shoot; capture key rooms and outdoor views.
– Pair images with a short inventory (linen, appliances, wifi) and call out any limitations.
– Answer frequent questions in the description to reduce support demands later.
Collecting and managing reviews
– Ask politely and early. A timely, personalized request after checkout increases five-star likelihood.
– Resolve issues fast. Guests who see swift, sympathetic problem-solving are less likely to leave negative reviews.
– Track feedback trends and tweak the experience accordingly; small service touches yield big returns in repeat bookings.
Incidents, disputes and evidence
When things go wrong, speed and documentation are your best defenses.
– Record everything: time-stamped photos and videos, messages, booking details, invoices and repair estimates.
– Submit evidence through the platform’s official dispute channel and keep local copies. Note deadlines and any policy references you rely on.
– Maintain a clear incident log: dates, times, actions taken, and contacts. Use concise templates for communications and update them after each case to reflect what works.
– If a platform decision is unfavorable, escalate through higher support tiers or seek legal advice — options depend on your jurisdiction and the platform.
Standardizing damage-claim workflows
Create a short SOP your team follows after any incident:
1. Photograph and video the issue immediately.
2. Notify the guest and log the notification.
3. Get repair estimates or invoices from qualified vendors.
4. File the claim with the platform within required timeframes and retain all receipts.
Complete, chronological records dramatically improve chances of reimbursement.
Regulatory landscape: what’s changing and what to do
Local rules are tightening in many places. Municipalities increasingly require registration, safety checks, energy performance documentation, and sometimes limits on tourist units in certain zones. Non-compliance can lead to fines, forced delisting, or stop-work orders.
Practical steps to stay on the right side of the law:
– Check local planning and licensing rules before you list.
– Register on municipal portals where required, and keep confirmation receipts.
– For structural changes, verify whether a permit or a SCIA-type notice is needed and file appropriately.
– Keep digital and paper copies of permits, safety certificates and correspondence.
– When in doubt, contact the municipal technical office or a professional advisor early — that clarity saves time and money.
Why systems matter
Good systems reduce surprises. When guests get what they expect, cancellations and disputes shrink; when something does go wrong, documented procedures make resolution faster and fairer. That matters whether you run a single apartment or a small portfolio: standardized workflows scale, help you control costs, and make it easier to train anyone who steps in.0
Why systems matter
Good systems reduce surprises. When guests get what they expect, cancellations and disputes shrink; when something does go wrong, documented procedures make resolution faster and fairer. That matters whether you run a single apartment or a small portfolio: standardized workflows scale, help you control costs, and make it easier to train anyone who steps in.1
Why systems matter
Good systems reduce surprises. When guests get what they expect, cancellations and disputes shrink; when something does go wrong, documented procedures make resolution faster and fairer. That matters whether you run a single apartment or a small portfolio: standardized workflows scale, help you control costs, and make it easier to train anyone who steps in.2
Why systems matter
Good systems reduce surprises. When guests get what they expect, cancellations and disputes shrink; when something does go wrong, documented procedures make resolution faster and fairer. That matters whether you run a single apartment or a small portfolio: standardized workflows scale, help you control costs, and make it easier to train anyone who steps in.3