When booking a vacation rental, guests rely heavily on reviews. Today, we look at reviews for everything—from choosing a restaurant to selecting a lawyer—so it’s no surprise that guests depend on ratings when deciding which vacation rental to book. A glowing 5-star rating isn’t just a badge of honor—it directly impacts bookings, revenue, and a property’s long-term success. Properties with high ratings have higher visibility in search results, attract more bookings, and can command higher nightly rates. Additionally, positive reviews build trust and credibility, reassuring potential guests that their stay will meet or exceed expectations. Conversely, lower ratings can deter travelers, resulting in fewer bookings and reduced income for homeowners.
At GoodNight Stay, we know that a truly exceptional guest experience begins long before check-in and continues well beyond check-out. Here’s how we help properties consistently earn top ratings.
Crafting the 5-Star Experience: From Check-In to Check-Out
Seamless Check-In: First impressions set the tone. We ensure that check-in is smooth and stress-free by providing clear instructions, remote smart lock access, and a 24/7 guest services team ready to assist via text or call.
Meticulous Inspections & Cleanliness: Every property undergoes a detailed inspection before each stay. From ensuring all appliances work properly to verifying that every corner is spotless, we leave no detail overlooked.
Local Insight for a Complete Experience: A great vacation isn’t just about where you stay—it’s about what you experience. Our curated guidebooks feature local recommendations to help guests discover the best spots, hidden gems, and must-try activities tailored to their destination. Plus, with access to our 55+ partners, guests can customize their stay into whatever experience they envision!
Managing Expectations with Transparent Listings: Honesty is key. We ensure our listings accurately describe the home, from bed configurations to amenities, so guests arrive knowing exactly what to expect—no surprises, just satisfaction.
Anticipating & Addressing Common Complaints: Understanding what typically frustrates guests allows us to stay ahead of issues. We proactively resolve potential concerns before they arise, ensuring a smooth and enjoyable stay.
Common Guest Complaints
Even with careful planning and attention to detail, occasional guest concerns can arise. By understanding the most common pain points, we take proactive steps to address them before they become issues. Here are some of the most frequent guest complaints—and how we work to resolve them.
1. Difficulty with Check-In
Even with clear instructions, some guests may struggle with accessing the property.
Our Solution: Our guest services team is available 24/7 to assist. If needed, we can remotely reset smart locks and guide guests through the process in real-time.
2. Trouble Operating Equipment
Guests may be unfamiliar with certain appliances or home systems.
Our Solution: Each home is equipped with customized manuals and guidebooks tailored to the specific appliances and features of that property.
3. Wanting More Personal Items (Towels, Dish Soap, etc.)
Many guests expect hotel-like convenience in a vacation rental.
Our Solution: We provide a GoodNight Stay starter kit in every home, including essentials for each bathroom and sink—so guests don’t have to run errands on day one!
4. Need for More Clean Linens & Towels
Some guests worry about limited towels or bedding.
Our Solution: While we provide enough towels to accommodate the property’s guest capacity, we understand that longer stays or an extra touch of freshness may call for more. That’s why most of our homes include in-unit washers and dryers, allowing guests to refresh their linens whenever they like!
5. Additional Services & Special Requests
Sometimes guests need extra amenities beyond what the home offers.
Our Solution: We partner with top-tier service providers to enhance their stay—offering in-home massages, concierge services, pet sitting, party decor, and more.
Dealing with Negative Reviews?
Even with careful preparation and top-tier service, not every guest will leave a glowing review—and that’s okay! A few negative reviews won’t sink your rental’s success, especially if you handle them correctly. The key is to respond professionally, address concerns, and use feedback to improve future stays. Want to learn the best way to turn a bad review into an opportunity? Check out our guide on How to Handle Negative Reviews.
Having Trouble Getting Reviews?
Even with an outstanding guest experience, getting reviews isn’t always automatic. Encouraging guests to leave feedback can make all the difference in maintaining a strong rating. Here are some tips on how to increase your review count and keep those 5-star ratings coming:
Check in During Their Stay: A quick message to ask if there’s anything that could make their experience even better shows attentiveness and gives you the chance to resolve minor issues before they impact the review.
Follow Up Before Checkout: Guests are more likely to leave a review when prompted. A friendly reminder before they leave increases the chances of them taking the time to share their experience!
Educate Guests on Rating Systems: Some guests may not realize that a 3-star review, while neutral in their eyes, can negatively impact a property. To ensure guests are informed about the importance of ratings, we provide a friendly note in each home, explaining that a simple, polite reminder like, ‘If you had a great stay, a 5-star review helps us continue providing top-tier experiences!’ can make a big difference in supporting the property’s success.
Rate Guests First: On some platforms (including Airbnb), hosts can only see a guest’s review after they leave one themselves. Leaving a positive review for a guest may encourage them to reciprocate.
The GoodNight Stay Difference
We understand that earning 5-star reviews isn’t just about avoiding complaints—it’s about exceeding expectations. As experts in vacation rental management, we know that happy guests lead to happy owners, and great ratings translate to higher revenue. By combining thoughtful hospitality, proactive problem-solving, and a commitment to quality, we help properties thrive. Whether it’s a flawless check-in, a well-stocked home, or a curated local experience, GoodNight Stay ensures every guest leaves with a great stay—and a great review.
Book a GoodNight Stay to experience a 5-star getaway for yourself, or list your property with us and see how we turn great ratings into great profit.
