Rental Advice - Spanish Homeowners

Handling Complaints

If you are renting out your holiday home in Spain it is inevitable that from time to time you will receive a complaint or two. It is best to be prepared for such an eventuality so that you are not unduly worried when it happens.

Customer complaints are the tougher side of good customer care and even more so if your holiday home is your pride and joy. It is very easy to take things personally but try to remember that renting out a Spanish property is a business and should be treated as one. Use the complaint as a learning experience to make sure the same thing doesn't happen again. You can do this by listening to what your guests have to say, empathizing with them and putting an action plan in place to deal with their issues. Dealing with complaints promptly could turn to your advantage as guests who were helped 'quickly' may recommend you to their friends.

If you begin by thinking about what would annoy you on your own holiday, then you will be in a better  position to correct potential problems before they arise. The majority of complaints we are made aware of at Rentaccomspain.com involve the cleanliness of holiday homes and general misleading advert details. Listen to what you are being told and if you get more than one complaint about the cleanliness of your property - change the cleaning company.

If you supply any extras or facilities to your guests, make sure they are in place and work correctly. The first thing most holidaymakers do when they finally arrive at their holiday destination is inspect their accommodation and switch things on. Making sure things work will ensure that your guests expectations are met and get you off on the right footing. Don't allow them be let down at the start as guests who have a long journey may be exhausted on arrival so good, clear directions and instructions are essential.

Doing all you can to avoid misunderstandings and managing your guests expectations are a must so ensure your advert details and photos are up to date and list the basic rules you expect them to follow in your booking contract. Informing renters of any temporary issues or essential works being carried out during their stay will help towards avoiding complaints.

It is imperative that your own contact details are up to date so that your guests can contact you immediately if they have an issue. Encourage them to call you straight away as there is nothing worse than having no-one to turn to regarding a problem and being pro-active in resolving issues quickly will save time and stress for both parties.

Remember, your aim is to fill your property as much as possible by word of mouth and repeat bookings as this will save you time and money and also, if done properly, will not only help with the business of your holiday home rental but help maintain your property in a pristine condition. Make any complaints you get work for you!