How partners are managing guest expectations during Covid-19

While the pandemic has taken a toll, we’ve heard many stories about partners and guests coming together for the greater good. Holiday rentals are serving as a safe haven during a global emergency.

Property managers  Chris Bettin and Keith Brant in Durango, Colorado, USA, jumped at the opportunity to open their holiday rentals to guests who are emergency service workers.‘We’re presently housing several medical professionals, first responders and public safety officers in our holiday rentals who need alternative accommodations due to the fact that they normally live with loved ones who are in a high-risk population. The stories our guests shared are truly heart-warming’.

And it’s not just holiday rentals that are coming to the rescue—it’s the property owners and managers themselves. Partners are taking big steps to put guests first, even while facing business setbacks. They feel a duty that outweighs the cost—leaving guests thankful in these stressful times.  

‘As Covid-19 made its way into Texas, I had two senior citizens staying in my condo. I knew they did not have an abundance of supplies with them, and I also knew they were at risk for serious complications because of their age. Shops were empty and supplies were limited, but I was able to put together a ‘stay safe and healthy’ bag with gloves, face masks, hand sanitiser, bleach, etc. My guests were so thankful’.

Another property owner even offered an extended stay to returning guests with underlying health issues as the virus was reaching its peak in their area. When a traveller cancelled a 32-day booking due to the pandemic, a significant loss of revenue didn’t keep these partners from helping former guests.

‘I told them they could stay as long as they wanted and I wouldn’t charge them a dime. They were so relieved, since they didn’t budget for a long stay and nobody saw this (Covid-19) coming. If my cottage was available, how could I even think of charging them extra? I’m just very happy that I was/am able to offer this safe haven.’

Holiday rental guests are also returning the kindness. When one homeowner lost £8,000 from fully refunding a cancellation, their next booking called to apologise that they too would need to reschedule their trip.

Again, the partner replied kindly and assured their guests they would receive a full refund without penalty.

What happened next was surprising!

‘Our guests replied: ‘We did not expect a refund. We imagine you all have been greatly impacted by all this. Please accept our payment as a donation and our thanks for inviting us to stay in your lovely home’.

‘My husband and I could do nothing but cry in emotional gratitude. While we thought we were doing our best in the interest of our guests, our guests had a plan of their own to donate to our cause when we needed it most. We thank you ever so graciously!’

Partners and guests continue to work together—even while maintaining social distancing guidelines. Homeowners and property managers are generously offering shelter in times of uncertainty, and guests have been able to celebrate milestones. For one couple, it meant honouring the commitment that they made to each other—right as their honeymoon was cancelled.

‘Tom sent me a message asking if we would consider renting to them for their limited budget, knowing that it was a long shot. We were happy to be able to help them have a honeymoon, offering them a steeply discounted rate and waiving their cleaning fee. As my husband and I got married in the backyard of what is now our Vrbo property five years ago, it felt right to help another couple start their marriage off in the same place. We’re romantics at heart!’

As we all travel the road to recovery, partners and guests are continuing to find ways to support each other, safely and successfully.