Property in Turkey | Managing Rentals

Handling Complaints

This is the tough side of good customer care and hopefully one that you won’t have to face too often. The majority of complaints we are made aware of at Holiday Lettings relate to the cleanliness of properties, unrealistic expectations on the part of either party which are usually a result of poor communication, or misleading details in advertising. These basic problems can all be kept to a minimum by ensuring you have a good system for getting your property in Turkey regularly cleaned and tidied to your expected standards. If you use a well laid out booking contract that includes your basic house rules this can help to manage expectations of your property in Turkey and avoid confusion later on. Always keep the details on your advert accurate and up to date. So if your heating breaks remove mention of it from the advert and let people who’ve already booked know as well. Good communication will often save you receiving complaints in the first place

Put a check-in procedure in place for your property in Turkey. If your guests aren’t happy with anything when they arrive, ask them to let you know within 24 hours. You can then ask the cleaner to visit again or send someone over to check on the property. Also ask guests to contact you if they have problems during their stay or have a general complaint about the property in Turkey –there’s not much you can do once they’re back home. This is when you should send your contact in the area around to assess the situation, help and report back to you.

Even the most conscientious of owners will face a complaint or two every so often, but dealing with these quickly and being calm and reasonable will help as and when things go wrong. Our customer service experts have the following tips to help you handle complaints in order to bring about the best possible conclusions:

• When you do receive a complaint it is good to let the holidaymaker get the problem off their chest. Put your own feelings to one side and try to put yourself in their shoes. This will help you to empathise with their situation and also to be fair and reasonable when handling the complaint.
  
  
• If you receive several complaints about the same issue, you need to look at things more seriously. Be honest with yourself and make changes where necessary. This may mean a new cleaning company or more work on the property in Turkey.
  
  
• There may be some people who are impossible to please. Do all you can to deal with their complaints, but if out of fifty groups of guests one is unhappy with everything, there is a limit to what you can do. Be patient and helpful, and chalk it up to experience.

Nirvana and Holiday Lettings also provide monthly newsletters offering help and advice and of course any special offers to encourage those late bookings of your property in Turkey.

Content courtesy of holidaylettings.co.uk