Guest Service Ratings
Consistently Delivering the Best Service Across all Departments.
We reach out to our guests during their stay, to ask how they are enjoying their stay and if they could rate their level of satisfaction with our service. This quick survey gives our guests a voice. They use it to report issues, give kudos to our team, or request something during their stay — and they know we’re listening.
In 2024, our Overall Satisfaction Score Increased to 4.6
From 2022 to 2024, the number of homes in our program increased significantly and, consequently, in 2024 the responses to our Guest Service Ratings were nearly triple the number from 2022.
Sometimes when a company grows, processes and performance can struggle. Not us. As we grew, so did our guest satisfaction. We didn’t just grow in volume — we have been getting better at what we do.
That consistency is evidence of successful systems and processes, supportive teamwork, and the pride everyone takes in doing a great job for our guests and homeowners.
Department by Department
Looking at our Guest Satisfaction Ratings for individual departments, we see that guests are satisfied with our performance in every department. Not only have we seen an increase in guest satisfaction overall, but we have also seen that guest satisfaction has grown for each individual department.
Month by Month
Taking a close look at how guests rate us month by month helps us see how we perform during the busiest times of the year, and how we perform when we have fewer guests in the homes.
Our ratings are steady and strong throughout the peak summer months.
In July, we held a 4.64, and in August, a 4.5, which is when feedback tends to be more direct and critical. By that point in the season, homes have seen a lot of wear, our housekeeping teams are pushing hard, and guests are arriving with high expectations to coincide with the high peak season rates.
What Does this All Mean?
Reviewing this data help us to see where our opportunities are for improving our guest experience and our service to our homeowners. We utilize all available tools and insights to continue to provide the highest level of service and support.
Join Us! We would love the chance to talk with you about your home, and how we can help you reach your goals.
