How to maintain bookings and handle guest concerns around Covid

Let’s talk about change of Season but not necessarily the kind which changes the weather but I am talking about the kind that changes the landscape we do business in! Once in a while you may find revenue is significantly lower than was expected or what you find acceptable. The current situation around Covid is fluid and day to day fluctuations will most likely continue whether it is in the current first phase or he projected second phase.

First I want to address cancellations. I must accept that cancellations are now a factor and will continue to be due to Covid going back and forth in openings & closings, flare ups etc. I don’t feel these will go away anytime soon but will continue to be a recurring theme. The better I can handle cancellations, the more profitable I can make a home space whether it is mine or one I handle for a Co-Host. One idea is to offer an alternate date when guests want to cancel. When a guest needs to cancel because of a Covid flare up in the city or other reason, often the original planned activity will still be at hand. Therefore, offering them alternate dates as opposed to a flat-out cancellation will normally be consistent with their thought process just before contacting you.

There is a fine balance here I am trying to strike: I can penalize cancelers and have a strict no refunds policy, however this reduces our ranking on Airbnb and factors negatively on future bookings. On the other hand a flexible cancellation policy with some judgement reserved for refunds and partials, can keep the negative effect low, capture some of the income back yet be sensitively humanitarian to guests who may reschedule and come book again at another date. I am also offering guests with cancellation fees a credit on their future visit.

Another item to consider is to follow all the local and federal guidelines in safely cleaning and disinfecting the property. My cleaners subscribe to the guidelines and I send them any updates from Airbnb who closely monitors CDC guidelines as they apply to Short term rentals. I also mention in my listing that the property is professionally cleaned and sanitized after each guest.

Please let me know what else you are doing in maintaining occupancy during these days of Covid! Next time we will address the balance of a healthy average daily rate and maintaining optimal occupancy.