Focus on what you can change, not what you cannot. The importance of cleaning learned from reviews — The Road to Opening a Vacation Rental Vol. 59 —

The other day, we received a review from a guest who stayed with us.

In it, there was a point that concerned me a little.

There was a hair on the floor in the room.

As someone running a lodging, those are words that naturally make your heart skip a beat.

However, what I was very grateful for this time was that they told us this in a private message that only we could see, rather than in a public review.

I think they probably shared it with the sentiment of,

Please improve this for the future.

I believe that is what they meant.

Even though it was a critique, I felt the guest's kindness in it.

At the same time, I also realized that this is something we must improve upon properly.

There are things in a vacation rental that cannot be changed

When running a lodging, you receive various evaluations from guests.

Among them, there are things that cannot be improved immediately.

For example, the location.

This is obvious, but you cannot move the lodging.

The same applies to the floor plan.

You cannot easily change parts related to the building itself, such as the size of the room or the bathroom.

Of course, you can make adjustments within your capabilities.

You can reduce the gap between expectations and reality before the stay by changing the furniture layout or explaining things in advance in the description.

However, there are parts that physically cannot be changed.

On the other hand, the cleaning pointed out this time is different.

The quality of cleaning can be improved through our own efforts.

That is precisely why I felt this is an area where there should be no excuses.

A single hair can change the impression of a lodging

What I reconsidered this time is the "first impression."

The moment a guest opens the door and enters the room.

There is a hair on the floor.

There is dust in the corner of the room.

There is dirt left on the washbasin.

Even just that much can make the impression of the entire lodging drop instantly.

No matter how clean the bedding is, or how well-equipped the facilities are,

"I wonder if this is properly cleaned?"

Once they think that, they will start noticing other small details as well.

Conversely, the moment they open the door,

"It's clean."

If they feel that way, it leads directly to a sense of security.

Cleaning is not just one of the facilities.

I believe it is a very important service that determines the impression of the lodging itself.

Taking care of the interior precisely because it is not a new building

The lodging we operate is not a newly built apartment.

If you look only at the exterior, you cannot compete with newly built hotels or apartment buildings.

I believe that is something that cannot be helped to a certain extent.

However, the building not being new and the interior being dirty are completely different matters.

Even if the building is old,

it can be kept clean.

The bedding can be well-maintained.

The plumbing can be kept sanitary.

There can be no unpleasant odors in the room.

It is possible to maintain such a state.

In fact, precisely because it is not a newly built property, one may need to pay even closer attention to cleanliness than usual.

You cannot change the age of a building.

However, you can greatly change the impression of a room through cleaning.

Reviews are hints for improving your property

When I receive criticism in a review, I inevitably feel down.

When I first saw one, I also felt,

"There was a hair..."

and felt disappointed.

However, it is meaningless if you just stop there.

What is important is,

why it happened.

And,

how to prevent it next time.

I think that is it.

Perform a final check once more after cleaning.

Focus specifically on areas where hair is likely to remain.

Check areas that are easily visible to guests, such as the entrance, washroom, bathroom, and around the bedding.

By accumulating these small improvements, you can reduce the same types of feedback.

It is not just positive reviews that are appreciated

Of course,

"It was comfortable."

"It was very clean."

"I would like to stay again."

I am happy to receive such reviews.

However, words that lead to improvements, like the ones this time, are also extremely valuable to an operator.

Moreover, this time it was not a public review, but something they kindly told me privately.

Including that consideration, I think they were a truly wonderful guest.

Instead of just ending with,

"I was criticized."

when receiving words from a guest,

"I received tips to make the lodging better."

That is what I think.

I want to cherish that attitude as I continue to run the lodging.

Improving what can be changed, one step at a time

When running a vacation rental, I feel that it is difficult to create a perfect lodging.

The location cannot be changed.

The age of the building cannot be changed.

The floor plan cannot be easily changed either.

However,

Cleaning can be improved.

Communication can be improved.

Instructions can be improved.

Amenities can also be improved little by little.

And I believe that the accumulation of such small improvements leads to the evaluation of the lodging.

This review also became an important opportunity to make the lodging even better.

For the next guests who stay with us,

from the moment they open the front door,

“I’m glad I chose this place.”

I want to make it a lodging where they can feel that way.

📘 Today's Recommended Book

“The World's Easiest Way to Start a Side-Hustle Vacation Rental”

Even as a housewife or single mother, it is possible. How to realize a new income source of 50,000 to 200,000 yen per month in between housework, childcare, and work.

This is a book I would recommend to those who want to try their hand at vacation rentals as a side business, or those who are wondering, "Can I do this too?"

🌏 Check out accommodations on Agoda

When choosing a place to stay, "cleanliness" is just as important as price and location.

By reading reviews, you can understand what aspects of popular accommodations are being praised. Looking at reviews for other properties can also provide hints for improving your own.

Don't say you'll do it someday; do it today.

Thank you for reading until the end.
I would be happy if you could also click "Like".