UK: After a turbulent, static year in travel, proptech solutions and an industry focus on elevated property standards are giving guests the confidence to book holiday lets.
International and domestic travel has been under restrictions to some degree for a whole year now as a result of the pandemic.
Short-term rentals, as an accommodations sector, have weathered the storm well, and with vaccines rolling out, we are finally seeing an uptick in traveller confidence [new, future bookings hit an industry record in the United States this February, according to AirDNA]. Some are even predicting a ‘revenge travel’ boom in 2021 after a year of pent-up cabin fever.
Consumer confidence
Jetstream Hospitality Solutions CEO Mike Liverton said: “Short-term rentals as a preferred choice for travellers have grown in popularity exponentially over the last few years. Since the pandemic struck, we’ve seen this sector outpace hotels in terms of occupancy rates in many locations.
“Consumers just want more and more of the convenience, privacy, space and home-like qualities that rentals offer,” he added.
People are eager to hit the road again, for sure – to experience all that is great about travel once more. But how does the hospitality industry go about reassuring travellers? How do property managers give their guests the confidence that they have prepared [well] for their return?
Confidence is key to bookings, customer reviews and repeat bookings. It is also vital to the professionalism of the short-term rental industry as a whole if guests are to keep choosing alternative accommodation options over hotels as a result of their socially distanced benefits.
Travellers want higher standards
Guest needs and expectations have changed irreversibly: customers now demand higher standards in property care, cleanliness and safety. Top hygiene levels are now expected as a given.
A recent 2021 survey conducted by leading property care and operations platform, Breezeway, found that 94 per cent of professional vacation rental operators plan on addressing property and guest safety through preventative maintenance, certifications and training programmes.
Breezeway CEO Jeremy Gall said: “Quality, cleanliness and safety remain in focus for travellers, as expectations for well-maintained properties, timely communication, and in-stay experiences rise. Short-term rental operators are quickly adopting advanced operations technology to take control of all the service at their properties, instill more consumer confidence, and deliver the best client experiences.”
Hands-free experience
The role of tech in keeping us safe has been highlighted by the rise in demand for contactless stays in short-term rentals. Smart home technology solutions have played a large part in easing travellers back into the groove as they can access properties at a distance and regulate features remotely [whilst living and working remotely].
Property automation tools from PointCentral, for example, enable managers to increase operational efficiency whilst creating that all-important ‘hands-free’ experience for guests.
Tailored insurance
Insurtech as a sector has seen a boost from the pandemic as managers, owners and travellers realise that insurance is no longer a ‘nice-to-have’ but an essential. Digital guest screening solutions and tailored vacation rental insurance all help to reassure us that we have covered all options.
Safely.com leads in this type of sector specific insurance – reminding us that only three per cent of reservations made ever result in a claim – and offers a 360-degree approach to insurance for the industry.
Safely.com CEO Andrew Bate said: “Over the last year, we have seen a jump in demand from both the guest side and owner side for tailored insurance solutions aimed specifically at Airbnb and other private sector rentals. Our experience is that everyone just wants to feel that little bit safer right now.”
Guest communication
One clear, direct way in which to make travellers feel comfortable is for property managers to tell them exactly what measures they are putting in place to ensure the highest standards of hygiene and safety. Even though we value contactless stays for obvious reasons, the power of virtual communication to enhance those stays should never be underestimated.
Operto’s new Connect system links up the guest directly with the property providing a bespoke experience for the customer. Making guests feel looked after, keeping them informed can only add to the overall impression of a short-term rental stay.
Professionalism has long been a buzzword in this industry but now the raising of standards is more important than ever to reassure guests when booking and rebooking. Turning up at a property and finding it in an ‘average’ state is no longer acceptable – customers often expect brand standards nowadays.
As the world wakes up again, as planes take to the sky once more, short-term rentals can work to help guests feel safe through the support of operations and tech solutions.
Holiday lets and other forms of self-catered accommodation reopen from today [Monday 12 April] to bookings in England, while hotels and B&Bs are scheduled to reopen from 17 May at the earliest. Scotland is hoping to allow bookings for all tourist accommodation from 26 April.
