7 Strategic Tips for Improving Rental Host Customer Service

June 8, 2023

Discover 7 essential tips to elevate your rental host customer service, from personalized guest care to swift communication, and ensure unforgettable stays. Boost your rental's reputation and guest satisfaction with our expert advice. Learn more about Summer's expertise in short term rentals.

When planning a vacation, the quality of accommodation is crucial, and it extends beyond the property itself. The role of the vacation rental host cannot be underestimated. Exceptional customer service provided by hosts goes a long way in creating unforgettable experiences for guests. In this blog post, we will explore the importance of exceptional customer service from vacation rental hosts and how it elevates the overall stay.

Excellent customer service does not come easy

The essence of exceptional rental host customer service lies in the accessibility and responsiveness of the property manager. Providing a direct phone number and email address for guests ensures they can reach out for support at any moment, fostering a sense of security and convenience. This level of customer support, available 24 hours a day, 7 days a week, is instrumental in addressing any concerns or inquiries promptly, thereby significantly enhancing the guest experience. A property manager's commitment to such attentive service not only resolves issues efficiently but also builds trust and satisfaction among guests, setting the foundation for positive reviews and repeat visits. However, many people underestimate the work it takes to achieve consistent customer service satisfaction for the many issues that can arise before, during, or after a guests stay. 

7 tips for excellent rental host customer service

At Summer, providing excellent and seamless customer service for our short term guests is always top of mind, especially in order to achieve consistent strong performance for short term rental owners. Our vacation rental experts at Summer have compiled a list of 7 key tips that every property manager should consider when it comes to improving customer service of your rental experience. To learn more about Summer and our innovative short term rental management and vacation home ownership solutions, click here.

1. Personalized Attention and Care. Exceptional customer service begins with personalized attention and care. A host who takes the time to understand guests' needs, preferences, and expectations can tailor their services accordingly. From recommending local attractions and dining options to providing insights into the destination, hosts who go the extra mile make guests feel valued and appreciated.

2. Prompt and Effective Communication. Timely and effective communication is vital in providing exceptional customer service. Responding promptly to inquiries, providing clear and detailed information, and being readily available to address any concerns or issues ensures a seamless and stress-free experience for guests. Quick and efficient communication builds trust and fosters a positive rapport between hosts and guests.

3. Assistance and Support. Exceptional customer service from vacation rental hosts includes being readily available to assist guests throughout their stay. Whether it's offering guidance on transportation options, providing recommendations for activities and events, or addressing any maintenance issues promptly, hosts who are attentive and supportive create a sense of comfort and reliability for guests.

4. Going Above and Beyond Expectations. What sets exceptional customer service apart is going above and beyond guests' expectations. This could involve thoughtful gestures such as a personalized welcome gift, providing essential amenities, or accommodating special requests whenever possible. By exceeding expectations, hosts leave a lasting impression and generate positive word-of-mouth referrals.

5. Problem Resolution and Conflict Management. In any vacation rental experience, there may be occasional challenges or conflicts. Exceptional hosts possess strong problem-solving skills and conflict management abilities. They approach issues with empathy, actively listen to guests' concerns, and work towards finding fair and satisfactory resolutions. Skillfully handling such situations can turn a potentially negative experience into a positive one, showcasing the host's commitment to guest satisfaction.

6. Attention to Detail. Paying attention to even the smallest details sets exceptional hosts apart. Clean and well-prepared accommodations, comfortable beds with quality linens, a stocked kitchen with essentials, and little touches like fresh flowers or a welcome note create a welcoming and inviting atmosphere. These thoughtful details demonstrate the host's commitment to providing a memorable and enjoyable stay.

7. Positive Reviews and Guest Satisfaction. Exceptional customer service leads to positive guest experiences and, ultimately, glowing reviews. Positive reviews not only contribute to a host's reputation but also attract new guests. Satisfied guests are more likely to share their experiences with friends, family, and online communities, serving as valuable testimonials for potential guests.


Exceptional customer service from vacation rental hosts plays a vital role in creating memorable stays for guests. By providing personalized attention, prompt communication, assistance and support, going above and beyond expectations, effective problem resolution, attention to detail, and fostering guest satisfaction, hosts can elevate the overall experience. Exceptional customer service not only leads to positive reviews and repeat bookings but also enhances the reputation of the host and the vacation rental property. Invest in outstanding customer service, and you'll create a lasting impression that sets your property apart from the rest.

Summer’s expertise in improving rental host customer service:

At Summer, our experience in the short term rental market is defined by our unwavering commitment to going above and beyond for our guests. We understand that the essence of a memorable stay lies in the details, and our approach is tailored to exceed expectations at every turn. From the moment guests arrive at one of our meticulously curated properties, they are greeted with an array of thoughtfully considered amenities and personalized touches that set the stage for a remarkable experience. Our experienced team leverages their extensive expertise to ensure that every aspect of a guest's stay is seamless, from initial online booking to the final farewell. We prioritize effective and empathetic guest communications, ensuring that guests receive all the information they need, promptly and courteously. Our dedication to creating exceptional experiences for our short term rental guests is more than a service; it's a commitment to excellence that defines every interaction and every stay with Summer.

About Summer

Summer offers innovative solutions to revolutionize the vacation rental landscape for both property owners and guests. Our focus is on elevating short-term rental performance by creating inviting spaces and memorable experiences that drive positive feedback and repeat visits. Schedule a complimentary consultation with us to uncover how Summer can turn your short-term rental into a premier destination. Click here to book a free consultation

Beyond enhancing rental performance and guest satisfaction, Summer stands out in its attentive approach to property management. We also offer versatile, cost-effective financing solutions and imaginative design options to assist property owners in both renovations and effective cash flow management. Our solutions work to empower property owners with seamless, affordable pathways to make impactful changes proven to transform vacation homes into top performing listings. Visit gosummer.com to learn more. 

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