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Research shows guest expectations for vacation rentals are continuing to reach new heights post-pandemic

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Breezeway’s Annual Property Operations Report found ​​54% of operators experienced higher demands and more questions from guests over the last two years.

BOSTON, U.S. - Breezeway, leading property operations and service platform for short-term rental and hospitality professionals, has released its third annual Property Operations Report.

Data from more than 4,000 travelers and 700 professional vacation rental managers shows that the aftershocks of the pandemic continue to put quality, safety and cleanliness front-of-mind for vacation rental guests. Coupled with travelers choosing a vacation rental as accomodation for the first time during this period, this has resulted in guest expectations reaching an all-time high:

  • 31% of property managers feel that rising guests expectations have made it harder to deliver in-property service
  • ​​54% of property managers reported higher demands and more questions from guests over the last two years

Opportunities for integrated and automated tech solutions
In Breezeway’s 2021 Property Care & Operations survey, 93% of respondents believed heightened guest expectations around cleaning and safety would remain post-pandemic. This prediction held true in 2022, with 56% of travelers agreeing that property cleanliness and safety is the number one factor contributing to a five-star vacation rental experience. 

However, instead of being viewed as a differentiating factor, the latest report from Breezeway shows that cleanliness and safety are now expected as a minimum requirement for guests. Guest expectations are driving standards up across the board for the vacation rental industry, making way for other differentiating factors to emerge, including seamless communication and customer service - which can be achieved through integrated tech stacks.

Guest communication is key

  • 76% of property managers actively communicate with their guests, compared to only 40% in 2021
  • 25% of property managers are generating additional revenue from offering extended stays to their guests
  • 35% of property managers are reporting an increase in repeat bookings and owner referrals as a result of using a texting solution

Jeremy Gall, Founder and CEO of Breezeway, said: “Over the past two years, guest expectations have remained consistently high, especially as many people have experienced a vacation rental for the first time during this period. While in previous surveys, property cleanliness stood out as a new, urgent priority for managers to deliver to guests, this has now become the mainstay of
a quality vacation rental experience as a result of the Covid-19 pandemic, driving standards higher and forcing property managers to find new ways to differentiate their rentals.”

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