Setting Expectations for Smooth Operations

Michelle Fonvielle
9/4/2026

As we all know, surviving and thriving in the vacation rental industry is often a juggling act.

To create the magic at every departure, we need our staff to be well-trained, efficient, and thorough. We also need to balance the needs and wants of guests, homeowners, and staff, even when they conflict.

Communication is the key to keeping the balls in the air and the machinery running smoothly. Setting clear expectations for your staff, your guests, and your owners will benefit each group, and in turn, your business as a whole. Don’t assume that “everyone knows” what your policies or procedures are; put them in writing and make sure that everyone is trained on them. That includes “training” your owners!

Below are tips on setting expectations around some common areas of operational miscommunication.

Guests

• Make sure guests are aware of what they should or should not bring with them, well in advance of their stay. Do they need to bring their own shampoo? Beach towels? Toilet paper?
• Don’t allow your team to make promises that can’t (or should not be) fulfilled.
• Create clear procedures for how guests can communicate dissatisfaction with cleaning, maintenance, or anything else regarding the property.
• Ensure that rules around parties, smoking (including cigarettes, vaping, and marijuana), damage, excessive cleaning, noise, or other unwanted guest behaviors are posted clearly in the rental agreement, in the property and/or in their stay materials.
• Clearly communicate your expectations on how (and when!) guests should leave the property. Are they expected to strip the beds? Do the dishes?

Owners

• Share your standard home appearance guidelines with owners so they know what their home will look like to guests.
• Tell owners what amenities, furnishings, or equipment are required. Give them a checklist as part of onboarding and provide a replacement schedule so that older items are replaced on time. Try going a step further and designate property tiers: What amenities are required in a “luxury” property vs. a “standard” property?
• Define up front who’s responsible for what regarding maintenance, both planned and unplanned. Clearly document and communicate all costs related to housekeeping and maintenance.
  • Offer a written price list for commonly performed activities that are not otherwise included.
  • Document your damage policies and define what is considered true damage vs. wear and tear.
  • Be specific about your requirements for cleaning after owner stays if you are not the one doing it.
• At the end of the season, have a “wrap-up meeting” with your owners, communicating what worked and what didn’t throughout the season. This is a great opportunity to discuss regular maintenance as well as letting them know what the guests (and your team) had to say about their property. 

Staff

• Create clear company policies and procedures around departures and arrivals and ensure that all departments are well-trained in what they entail. This includes training your entire staff on your standard home appearance guidelines so that your reservationists or customer service teams can explain them if needed and your operations teams can uphold them.
• Make sure there is a solid procedure in place regarding the granting of late check-outs or early check-ins so the team is not scrambling to fulfill a last-minute change.
• Similarly, make sure everyone understands procedures and policies around special requests. Here is an example: If a light-sensitive guest asks six months in advance that every blind or window shade is closed when they are due to arrive, where is that getting captured and how is it communicated to the person in charge of doing it? And when is it communicated?
• If guests are unhappy with the property’s cleanliness or condition, there should be clear policies on steps to correct (or compensate, if needed).
• Create clear procedures and policies for how operations teams should communicate with the office and with each other regarding delays in property care, damage, etc.
• Operations teams are your brand ambassadors out in the field. Ensure that your policies and procedures are understood regarding dress codes, guest interactions/customer services, expected behaviors, etc.