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What on earth does a criminology theory have to do with being a short-term rental host? It becomes a little clearer when you read the description of this theory according to Wikipedia which states that
visible signs of crime, anti-social behavior and civil disorder create an urban environment that encourages further crime and disorder
The theory is so-called because if a broken window on a property is left unrepaired then other windows will be broken, graffiti artists will use the property as a canvas and generally, it will become run down and derelict.
Have you noticed that it can be just the same with guests?
Once they spot a flaw in a rental, everything else can be perfect but the guest will get the impression that all is not well. They actively seek problems.
Maybe this seeking out of other issues began with something that you’ve been meaning to fix but, well, you’ve been busy right?
Let’s imagine that you don’t have the time to greet your guests when they arrive. You’ve left the key in the lockbox but the guests have a hard time using it – in the dark – at nine in the evening – after a long flight. They are already pissed off before they even go into the rental.
One of the guests, who has been desperate to pee while her partner was wrestling with the lockbox, dashes for the loo. She sees a long dark hair in the sink. Ugh.
In the meantime her partner turns on a lamp and finds that the bulb needs replacing.
The guests are now totally unhappy with the place and are actively looking for other things they don’t like. “Only one wineglass!” “No corkscrew!” “Is that towel really clean?” “The AC isn’t very cold is it?” “Better check the bed for pillow protectors!” “I can’t find a luggage rack so I’ll put the cases on the bed!”
And on and on and on and on…
They spent three days in the rental and although they spent happy days on the beach, enjoyed their fishing trip, loved fabulous meals at local restaurants, but will they consider that the host gave them a 5-star stay? Probably not.
And are they going to be those great guests who leave the rental in wonderful condition? I doubt it. Their subconscious is telling them that if the host doesn’t care about the details, why should they?
So back to that broken window theory – once people are aware of one flaw, it devalues the item and people start using it with disrespect.
But a little attention to detail, and the problem is easily fixed. If only the house owners had repaired that window…
ARTICLE BY:
Jackie
JJ is originally from the UK and has lived in South Florida since 1994. She is the founder and editor of JAQUO Magazine. You can connect with her using the social media icons below.