it's bad enough if someone thinks they have had a negative experience in your holiday home. But in today's world it can be a disaster - they only need to shout about it out to the world, and much of the the world will hear.
Just one video on You Tube, or a picture on Facebook, or a Tweet on Twitter could severely damage your reputation.
But there's an upside to this social networking world - just one rave review or spectacular comment about an experience with you can get heaps of potential guests beating a path to your door, wanting to grab that same experience - one that can make, or break, the attraction of a holiday home.
There are both little - and big - things that make experiences different, and you'll never know what works until you try. Here's a few of my favourite ideas - many gleaned from chatter amongst the various owners I talk to, both off and on line. You will probably have others, and if you do, please let me know. Mine are presented in random order:
Get the best Mattresses you can afford
Don't skimp on sleeping experiences. It's half the holiday time spent with you, and a particularly bad or particularly delightful experience is something guests will remember long after other memories fade and the photos put onto the PC and forgotten about.
Get big fluffy towels
If you supply linens and towels, make sure they are very good ones. Make sure your bath towels are good sized and fit for purpose. There's nothing worse than too-small, too-skimpy, and worn - thin towels where you stay. You'll need to think about pool or beach towels, too, as you don't want your best linen on the sand dunes every day...
Send guests an inventory of your kitchen stuff - and, make sure it's complete.
Guests often don't know what to bring for cooking. No guest wants to travel with a blender, kettle, toaster or coffee-maker in their suitcase. Make sure you have everything reasonably needed, and then send them the inventory list well before they come. Not only will it save on a whole load of emails asking what you have got, it'll impress them.
Supply welcome packs for kids
If the kids are bored the adults won't enjoy themselves either. Provide kids with colouring books and crayons, puzzles, games and kid's films. Make it cool for the kids, and you'll make it cool for the adults.
Don't skimp the basics
Supply sufficient paper products (toilet paper, kitchen towels & coffee filters), enough liquid hand soap, cleaning materials, kitchen foil, dishwasher tabs, garbage bags, light bulbs, plastic containers for leftovers etc.
Provide stuff that can be done on a rainy day
You can't guarantee the weather, but you can almost certainly guarantee a less than satisified guest if the weather prevents them enjoying the holiday, even though it's not your fault. Provide boardgames (with all the pieces still in the box), packs of cards (new ones); bundles of paperback books and films. Think of things the adults might like to do, too - attempting cooking guides, reading about the area, and so on.
Guidebooks and maps
Go overboard on the information you provide. Not just tourist information but your own recommendations for restaurants, places to go and things to do that tourists normally won't find or see. Suggest half-day and full day drives, tours, or sports. Remember that your guests probably don't know the area, and would be delighted with your ideas.
Emergency power outage kits
Don't leave guests scrabbling without light in a power outage. Make sure they know what to do - and where to find your fuses and meters, which should contain candles/gas lamp, a lighter, information on who to contact to inform that the power is out, any spare fuses needed, and a reminder about safety.
At least some really sharp kitchen knives
One of the top complaints about rentals is the lack of quality cooking and cutting knives. Buy at least one really good knife or spend a little more on a good quality set.
Lots of chairs and loungers
It may sound obvious but you'll be amazed by the number of properties that have pools and pool areas without any furniture! And make sure there is enough - it's not fair to expect a handful of guests to have to share 1 lounger between them.
Provide a variety of herbs and spices
No-one wants to pack a suitcase and travel with a whole bunch of seasonings, and neither will they want to go out and shop for them either, so get a good herb and spice collection. And, keep them topped up.
Fresh soap in the bathrooms
Either new soaps (or topped up soap dispensers will do), but never - ever - leave used bars of soap in the washrooms. The same goes for toilet paper - don't leave 6 pieces left on a roll!
Leave an 'Damn, I forgot It' pack
Get some travel sized bathroom items -mini toothpaste/mini shampoo/mini shower gel/throw away razors etc - and put them in a basket or box in a cupboard and let your guests know where it is in case they have forgotten something.
Get them in the mood
First impressions are very important. Don't let guests arrive in the dark - Leave lights on for guests arriving at night; have some music playing on the radio for atmosphere, and the place warm (or fire lit) in cooler times. A bottle of local wine or some fresh juices in the kitchen or bar areas goes down very well every time! Make sure everywhere smells good, too - and fresh flowers are a great touch.
Write a welcome letter to your pet guests
I like this one particularly, even though in my property's I don't allow pets. There's nothing pet owners like more than to have their little friends acknowledged and pampered. Writing a letter directly to the pet and adding it to the welcome pack works really well if you want to get across your pet rules in a friendly way. Throw in a pack of dog chewies, too......If you want to go further, how about some bowls, a bucket, several old towels, a dog hairbrush, gloves, a dog tag with your address and phone number, and a couple of old balls.......
A welcome basket
A basket with seasonal items on arrival is always well received. Perhaps fruit and tomatoes, some honey or home made jam; some scented candles, hot chocolate or similar in winter. When you want to create a great first impression, this can do it!
And......
Keep in touch with your guests
I'm sure there are other ideas - let me know and I'll keep adding them.
