Community Perks with The STR Report

🔎 Personal Airbnb Investment Finder – Connect with an expert to handpick profitable Airbnb properties that match your criteria. With 200+ successful deals, all cash-flowing, you’re in good hands. Take 15 seconds to fill out the form to see how all of these properties are experiencing at least a 15% Cash-on-Cash return.

🤑 STR Loans & More – Need funding for your next short-term rental? Expect expert guidance, personalized service, and the best possible rates.

May 8th, 2025

Good afternoon STR Report Community!

In today’s issue, you will find:

📱Today’s Article: Turn Complaints into Compliments: How to Handle Guest Feedback Like a Pro

📈 Trending Market Highlight: Traverse City, Michigan and Kalispell, Montana

✉️ STR News: Awayday Announces Strategic Investment by Ares Management and LightBay Capital & more

💸 Mortgage Rate Watch

🪴 Unique Airbnb of the Week

🏫 Subscriber Perks: Go Live Playbook, including: Beginner’s Guide E-Book, Guest Communication Messaging Templates, Airbnb Welcome Guide Template, STR Buy Box Template, & Tax Savings E-Book

✅ Community Perks: Personal Airbnb Investment Finder and STR Loans & More

📬 See our collection of newsletters here: Prior Newsletters

Turn Complaints into Compliments: How to Handle Guest Feedback Like a Pro

Handling guest complaints can be a tricky aspect of short-term rental management, but when done professionally, it can turn a potentially negative experience into a positive one. Whether it’s a small issue like a missing towel or a more significant problem like a noisy neighbor, addressing complaints swiftly and with empathy will help maintain your reputation and encourage repeat bookings.

Here are some key tips for responding to guest complaints in the best possible way:

1. Listen Actively and Stay Calm 🎧😌
When a guest reaches out with a concern, the first step is to truly listen. Let them express their frustration without interrupting, and make sure they feel heard. Staying calm and composed helps de-escalate the situation and shows that you are committed to resolving the issue.

2. Apologize and Acknowledge Their Feelings
A simple apology can go a long way. Even if the issue wasn’t directly your fault, acknowledging how the guest feels validates their experience. A statement like, “I’m really sorry you had this experience, and I completely understand how frustrating this must be,” sets a positive tone.

3. Offer Solutions, Not Excuses 🛠️✔️
Once you’ve heard the guest out, focus on offering a solution that addresses their concern. Whether it’s offering a refund, providing additional amenities, or arranging for a repair, make sure to act quickly. The faster you resolve the problem, the better the chance of turning the situation around.

4. Keep It Professional, Always
No matter how upset the guest may be, always remain professional. Avoid arguing or getting defensive. Stick to clear, polite communication and reassure them that you’re doing everything possible to make things right.

5. Follow Up After the Resolution 🔄📩
After the issue has been resolved, follow up with the guest to ensure they’re satisfied with the solution. A quick message like, “I just wanted to check in and make sure everything was up to your expectations,” shows that you genuinely care about their experience.

By handling complaints effectively, you can not only solve problems but also build stronger relationships with your guests. A professional response to a complaint can leave them feeling valued and appreciated, often resulting in a higher rating and positive feedback.

Remember, every complaint is an opportunity to show your guests that you care about their comfort and satisfaction. Make it an opportunity for growth and improvement in your rental business! 🌟💼

Traverse City, Michigan 🌳

Downloadable Traverse City, Michigan Short-Term Rental Market Report

• Average Daily Rate (ADR): $527.96 per night

• Occupancy Rate: 51.28%

• Annual Revenue Potential: Around $98,799.97 per year

Read our full Traverse City, Michigan Short-Term Rental Market Report attached above.

Kalispell, Montana 🏞️

Downloadable Kalispell, Montana Short-Term Rental Market Report

• Average Daily Rate (ADR): $374.49 per night

• Occupancy Rate: 50.40%

• Annual Revenue Potential: Around $68,905.30 per year

Read our full Kalispell, Montana Short-Term Rental Market Report attached above.

📬 See our collection of 40+ market reports here: Prior Trending Market Reports

💸 Awayday Announces Strategic Investment by Ares Management and LightBay Capital
Vacation rental management company Awayday has secured a strategic investment from Ares Management and LightBay Capital to accelerate its growth, expand acquisitions, and enhance services for property owners and guests .

📱 SuiteOp and Hostfully join forces to reduce tech fragmentation
SuiteOp and Hostfully have partnered to streamline operations for vacation rental managers by integrating SuiteOp's advanced IoT automation, digital front desk, and staff management tools with Hostfully's property management platform, aiming to reduce technological fragmentation in the industry.

💻 Data-led planning could prevent overtourism, research finds
A recent report by Horwath HTL and AllTheRooms suggests that implementing data-driven planning strategies can effectively mitigate overtourism by optimizing visitor distribution and enhancing destination management.

💰 Short-Term Rental Cleaning Fees — the Global Numbers
As of April 1, 2025, cleaning fees for two-bedroom short-term rental properties in the U.S. averaged $141.60, reflecting a 3.5% year-over-year increase, with nearly 90% of U.S. listings charging such fees, while Airbnb now includes these fees in the upfront price globally to enhance transparency.

✈️ I spent $120K to convert a decrepit old plane into a quirky Airbnb: ‘It’s a unique experience’
A UK father transformed a derelict 1970s Hawker jet into a unique Airbnb glamping rental in Dolgellau, Wales, investing over $120,000 and seven months to create a cozy retreat featuring a fully functioning kitchen, bathroom, and two bedrooms, now listed at $227 per night.

💸Mortgage Rate Watch – May 8th, 2025

Current Mortgage Rates (as of May 8, 2025):

• 30-Year Fixed: 6.86% (-0.02%)

• 15-Year Fixed: 6.19% (-0.02%)

• 30-Year Jumbo: 7.00% (-0.01%)

• 30-Year FHA: 6.25% (-0.03%)

• 30-Year VA: 6.27% (-0.03%)

• 7/6 SOFR ARM: 6.45% (+0.01%)

Note: These rates are based on Mortgage News Daily's daily survey data as of May 7, 2025.

Market Overview:

Mortgage rates have experienced a slight decline across most loan types, reflecting a modest improvement in mortgage-backed securities (MBS) and Treasury yields. The 30-year fixed mortgage rate has decreased from 6.90% on May 5 to 6.86% on May 7, indicating a gradual easing of borrowing costs.

Rate Trends & Forecast:

• Short-Term: Mortgage rates are likely to remain relatively stable, with minor fluctuations based on economic data and Federal Reserve signals.

• Long-Term: The Federal Reserve's stance on interest rates will continue to influence mortgage rate movements. If inflation continues to ease, we may see gradual declines in rates throughout 2025.

For real-time mortgage rate updates, visit Mortgage News Daily.

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Subscriber Perks:

📖🏡💰 Go Live Playbook

The "Go Live Playbook" is your all-in-one guide featuring a beginner’s guide e-book, messaging templates, Airbnb welcome book, STR buy box template, and tax savings tips to kickstart your short-term rental success.

Community Perks with The STR Report

🔎 Personal Airbnb Investment Finder – Connect with an expert to handpick profitable Airbnb properties that match your criteria. With 200+ successful deals, all cash-flowing, you’re in good hands. Take 15 seconds to fill out the form to see how all of these properties are experiencing at least a 15% Cash-on-Cash return.

🤑 STR Loans & More – Need funding for your next short-term rental? Expect expert guidance, personalized service, and the best possible rates.

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