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How to Handle Renter Complaints
by Robin Fowler

Being the owner of a vacation rental property is not as easy has handing over the keys to a guest and receiving payment in return. As with regular home ownership, there is plenty that can go wrong, and the aggravation can be exponentially greater, especially if you do not live close to your rental property. That is unless you take steps to prevent problems before they happen.

It is a fact of life, people will complain. And your renters will complain about things.  They might complain that the weather was bad, or that some attraction or activity was closed for their trip.  Renters also commonly complain about the condition of their rental house or condo, including its cleanliness and broken or malfunctioning appliances.  Some of these things are fixable, and some of these things are completely out of your control.  But if you are proactive, you can avoid many potential conflicts and headaches between you and your renters. 

When it comes to bad weather, there isn’t really anything that you can do to right the situation. This is out of your hands, and though renters might argue that they should receive a refund, it is important that you establish early on that this is not a possibility.  This should be included in the rental agreement that both you and the renter signs before any keys or funds are exchanged. What you can do for your renters, though, is to provide them with information about the general weather patterns of the season during which they are renting your property, so that they know what the likelihood of rain or sunshine is during their visit. You can also provide a few indoor amenities for your renters, to appease them somewhat if the weather does turn bad.  Equip the property with a television, DVD player, VCR, and a few board games and decks of cards.

If your property is located in an area that features some sort of showcase attraction, such as a popular amusement park, or outdoor recreation activities, chances are your renters will put those at the top of their to-do lists. However, there is always the possibility that an attraction might close down, either due to bad weather or maintenance, or some other unforeseeable reason. Again, this is not for you to deal with and, as with bad weather, you should not offer refunds in this case either.  You can certainly provide information about alternative activities in the area, by leaving brochures and phone numbers in the kitchen. Your renters will appreciate this greatly!

The cleanliness of your rental property is of the greatest importance. While everyone has differing ideas of what clean is, as a rental property owner, you should err on the side of caution, and make sure that the property is kept in a like-new condition between rentals. It can obviously prove difficult to put your personal stamp of approval on the property if you do not live near it. That is why hiring the best cleaning service that you can find is so important.  Find a cleaning service with a stellar reputation, and get references if you can. Then, be very clear and very firm about what you expect and require for your property.

Not all of your renters will complain, but you can bet some of them will if they don’t feel that the property is up to their standards of clean. You can help alleviate conflict by providing a checklist for your renters to go through when they first arrive, along with the phone number of your cleaning service. If they feel something needs to be cleaned, they then have the opportunity to call the service, and remedy the situation.

Another renter complaint that you might find yourself facing is broken or malfunctioning appliances, electronics, or even plumbing problems. If something happens while your renters are staying at the property, it is important that they have the correct phone numbers to call in order to get the more urgent things repaired, like plumbing or the refrigerator. Make sure you leave all of the proper phone numbers visible and handy for your renters to refer to. In addition, it might not be a bad idea to purchase warranties on the major appliances. This could save you money in the long run!

Renters will complain, it is unavoidable. But, if you do your best to cover all the bases, you can avoid a lot of conflict and hassle. By being clear of your conditions in the initial renter’s agreement, and by providing your renters with the means of handling some situation themselves, everyone is more likely to be satisfied in the end.