FREQUENTLY ASKED Questions
How do you ensure my property is well-maintained?
We treat your property as if it were our own. Our software program tracks the items that guests message us about and automatically generates a maintenance to-do list, ensuring that nothing is overlooked. We also provide checklists for monthly, quarterly, and yearly home maintenance tasks.
How do you handle guest communication?
We take the time to thoroughly review your rental information and create a detailed list of all your property's features and offerings. This allows us to respond promptly to guest inquiries. After a guest books, we send them a few questions to understand their reasons for vacationing, which enables us to provide unique and personalized recommendations from a local's perspective, covering activities and restaurants. Our ultimate goal is to deliver exceptional hospitality, and we pride ourselves on our quick response times. Additionally, we offer upsell services such as stocking the fridge and delivering charcuterie boards from a local food truck, A Taste of Plain, to ensure 5-star reviews and repeat customers.
What steps do you take to ensure my property is clean and ready for guests?
Once your rental is booked, it automatically enters our software program, which integrates seamlessly with your booking systems. We schedule a cleaning within the first 48 hours to check for any damage and perform a thorough cleaning. This process follows a detailed checklist and includes photographing the property's condition. Afterward, we arrange an inspection visit to ensure nothing was overlooked, and everything is staged and ready for your guests' arrival. For clients who choose our premier package, your guests will receive a personalized written note welcoming them to Leavenworth.
How do you handle guest complaints or issues during a stay?
Our goal when handling complaints and issues is to respond respectfully and cautiously to ensure that no statements made could hold either our company or your rental liable. We prioritize addressing concerns quickly—whether that means getting on the phone with the guest immediately or sending a team member to the rental to resolve the situation on-site. After that, we’ll follow up in writing to ensure we both have a clear path forward to resolve the issue. Depending on the circumstances, we may offer a refund or additional gesture, like an extra gift, to help de-escalate the situation and maintain a positive guest experience.
How do you market the property and ensure it gets booked?
Once your rental has been staged and professional photos have been taken, we’ll get to work creating your listing on multiple platforms like Airbnb, VRBO, and a branded direct booking site tailored specifically for you. Additionally, we add Stay Fi to your rental. Stay Fi allows guests to log in to your Wi-Fi through a branded experience, and it collects emails from all users—not just the person who booked. This way, we can send targeted marketing emails to help fill any gaps in your calendar and keep your rental in high demand.
How do you screen potential guests?
​Guests are typically screened through major booking sites like Airbnb or VRBO, but for your direct booking site, we use a program called Superhog. This service provides guest screenings, ID verification, damage waivers, basic damage protection, and more to ensure your property is well-protected. Additionally, we pay close attention to the language guests use when sharing details about their visit to gauge whether they’re a good fit for your rental. When we have any doubts, we always follow up with a phone call after the booking to ensure everything is in order.
How do you handle damages or lost items?
​We have an in-house damage waiver program that self-insures for basic wear and tear, making it easy and stress-free to replace items like pillow protectors, linens, or towels without the need for invoicing or having awkward conversations with guests. For any significant or intentional damage, we follow the Airbnb or VRBO process, providing all necessary documentation to request that the guest cover the cost of the damage. This ensures a smooth and efficient resolution while keeping your property protected.
What’s your strategy for getting 5-star reviews?
​We’ve found that 5-star reviews start long before the guest even arrives. We take time to thoughtfully write automated messages that show guests we truly care about their experience. From the moment they book, to thoughtful notes left in the house, we consistently plant seeds for a positive review throughout their stay.
Do you provide any services for guests, like tours or activities?
Our concierge program offers guests the opportunity to upgrade their stay with a variety of services. Depending on availability, guests can enjoy discounted rates for half-day stays. For added convenience, we also offer baby equipment rentals through Conley Solutions. We provide fridge-stocking services and can arrange local tours, activities, or dining experiences to enhance their visit.