Effective Communication Tips Between Property Managers and European Property Owners

Short-term rental properties are growing exponentially in Europe. One of the biggest keys to operating one is maintaining effective communication between management, owners, tenants, and vendors. However, communication doesn’t come quite as easily to some people as it might to others.

In this post, we offer tips to help short-term rental managers foster an open, communicative environment. Doing so can reduce tension and conflicts and enhance transparency and trust. 

Open Lines of Communication

Communication is key in manager-owner partnerships. Start by laying down some ground rules for yourself and the owner. How do they want to receive communications? How often would they like to be made aware of business and tenant matters? What contact methods do they like to deploy?

Property owners — especially those with multiple properties — generally don’t want to be overwhelmed with communication issues. That’s why it’s best to set both parties’ expectations at the outset. With that in mind, make sure to document or outline which persons will handle communications on issues such as: 

• Maintenance
• Finances
• Tenant issues
• Legal affairs
• Any other matters specific to your short-term rental property

It’s fine to have a little flexibility in communications as situations dictate. However, try to set a basic process or chain of command that’s easy to follow and stick to. Imagine how a new employee who’s never seen the process will read your plan. They should be able to grasp the information easily with only a few questions. Turn that into action. 

Give Owners the Information They Need or Want

Short-term rental property owners don’t necessarily need, and probably don’t want, exhaustive reports on every aspect of the facility. Most prefer to hear about vacancy rates, rent charges, maintenance and repair issues, and anything that has to do with money coming in or going out.

What owners want less of are details of property inspections, updates on the local rental market, property appraisals, and proposed renovation plans. It’s not that they never need to hear this kind of information — they just don’t need it very often. However, you should be clear on those less pressing details in case the owner asks about them.

In the end, your goal is to craft communications that fit the owner’s preferred style and depth. Owners often prefer high-level, succinct overviews of property dealings and only occasionally request more details. Whatever structure they favour, track their preferences and strive for balanced communications that won’t drown them in excess. 

Leverage Technology to Expand Communications

Technology is no longer optional in business — it’s necessary. And in the modern tech landscape, most people have easy access to advanced tools and platforms online. Short-term rental property managers and owners have extensive communication options to handle and manage shared information.

You might consider automating more routine communications like the following:

• Maintenance schedules
• Financial reports
• Vacancy and occupancy rates
• Guest reviews

Waiting for manual reports has become a thing of the past, especially when vacation property managers can get real-time information fairly easily. It can also leave more time and resources for business and property matters, such as maintenance and marketing.

Meeting platforms like Zoom, Slack, Microsoft Teams, Google Meet, and others have gradually become de facto conference and collaboration solutions. They work well for virtually any kind of meeting that short-term rental personnel are likely to conduct, including regular one-on-ones, team check-ins, and connections with vendors. 

Devise Specific Communications Plans and Manage Expectations

Once you’ve opened lines, it’s a good idea to have subroutines covering certain types of communications. There are several aspects of short-term rental management that recur often. Identify them and, where possible, design a strategy for communication with each one.

Effective strategies include:

• Responding to emergency maintenance issues as swiftly as possible
• Acknowledging messages quickly, even if you don’t yet have a solution in mind
• Documenting everything, especially repairs and costs, for future reference
• Set realistic timelines to resolve issues so all parties can expect updates

By setting these priorities proactively, you’ll develop trust with the owners and personnel you work with. It might seem daunting to form a plan for each and every form of communication, but doing so can keep a relatively small issue from becoming a major headache. 

Be Diligent About Documenting Inspection Reports

Transparency can be challenging, but it’s vital for maintaining a sense of trust with property owners. Perhaps the most important process to be transparent about in the short-term rental industry is the inspection report. 

Each inspection of the property you manage should be documented and strongly supported with detail. The best way to present the level of detail you need is through photographic evidence. 

Using multiple timestamped pictures of inspected items and features is the most effective means of showing property conditions, especially before-and-after photos if you can manage them. They can show owners clear-cut, credible evidence that issues are effectively managed, giving managers solid backup when problems arise.

Additionally, keep written records of all repairs and maintenance performed on the property, including time, expenses, scope of work, and other details. Make it easy for owners and other stakeholders to access the report in a centralised place. 

Be Aware of Potential Roadblocks and Resolve Them Quickly

Short-term rental property management across Europe involves interacting with diverse languages, cultures, and personality types. Occasionally, misunderstandings or clashes can emerge from these issues. Even if you don’t have a quick fix for these problems, the most important part is to be aware of them.

The main thing personnel, vendors, and management want is to be heard and understood. If problems ever arise, acknowledge them with empathy and respect, and listen carefully. When a language gap is the biggest cause of a dispute, consider hiring a translator or using a language app to avoid confusion.

Diversity is important to life and business. To get through communication roadblocks, be proactive and disciplined. Set defined protocols for handling conflict, like having an open dialogue and finding common ground. 

CoverCat: Exclusively Serving the Short-Term Rental Industry

CoverCat focuses exclusively on short-term rental and vacation properties in Europe. We offer property damage and liability insurance that protects property managers and their homeowners as well as guest verification services. To find out more, contact us online or call us today.