Thanks for your posts. We're really new to the vacation rental industry, only started about 3 months ago, so it's great to get some good reading material so we can improve the experience for our guests.
I especially enjoyed the post on how to deal with unhappy guests. Despite our best efforts (all 5* ratings on airbnb) we still ended up with one group where our accomodation was simply not the right match. It's sad, but unavoidable I suppose.
Exactly @deimus. About 5% of guests will simply never be happy. This is why it is essential to get the other 95% right (with 5-star reviews) so your property can stay in the top 10% of rentals in the area. Thanks for your nice comment, highly appreciated :)
QUES: Do you perform a Survey of the guests before they book - so you can ascertain if they are a 'match'? Certain questions, designed appropriately, could weed out those potential visitors to your property that aren't a true fit.
In case you aren't aware, there are Quiz plugins you could use that help Mgmt design survey inquiries (that is for wordpress, however).