How to avoid and deal with complaints from guests at your holiday home

How can I avoid complaints?

• Make sure you regularly update your advert and keep it accurate: if something breaks or you get rid of an item, remove it from your description.

• Clearly state all house rules and booking procedures in your booking contract. Eg pets, smoking and parking.

• Have good communications with your guests from the very start. You want them to know you're approachable and that they can contact you in the event of a problem.

• Leave a contact number so your guests can get in touch with you immediately if necessary. If you're not nearby, have a local contact in place who they can call in this event.

• Ensure the property is cleaned thoroughly between guests.

• If something was broken during the previous stay and cannot be immediately replaced, explain the situation to the guest and arrange a temporary solution where necessary (a portable air-con unit, for example).

What do I do if a guest does complain?

• Listen to the guest and acknowledge the problem. Try and put yourself in your guests' shoes and don't take it personally. Stay calm and be as helpful as possible.

• Rectify the problem as soon as possible - if it is late at night, assure guests you will deal with it as a priority in the morning. However, do consider if you need to arrange emergency accommodation in the meantime.

• If you can't visit the property personally, ask your local contact to assess the situation for you and take the appropriate action. Ask them to report back to you with any outcome or developments.

• Use the relationship you've established with your guest to try and resolve the problem. This is a transaction between you and the holidaymaker and it's in both of your best interests to rectify things as soon as possible. Direct communications will maintain a professional impression and are more likely to lead to repeat bookings.

• Follow the issue up with your guests after their holiday. Consider offering a slight refund or discount on a future booking as you feel necessary.

• If you receive several complaints about the same issue, you should address this area more seriously. This may mean changing cleaning companies or carrying out improvements/repairs to the property.