Today’s consumers demand speed, efficiency, and a meaningful connection with the brands they choose. They have little patience for delays or “try again later” messages. Thanks to on-demand services like Amazon and Netflix, expectations for instant results have never been higher—and vacationers are no exception. They are your customers. How can you keep up?
NOW customers are people who expect:
- Speed in service
- Reliable results
- A personal connection with the brands they engage
They are always “on” and won’t wait around for responses. Their behaviors have been shaped by industries that deliver instantly—and vacation rental homeowners must do the same to compete.
Time is of the Essence
Vacationers are busy. When they find time to research vacation rentals, they want answers fast.
Responding to inquiries:
Quick replies matter. A prompt response increases your chances of turning an inquiry into a booking. Remember, yours is likely not the only listing they’re considering.
Communication doesn’t stop after booking:
Vacationers value continued responsiveness. A common complaint we hear is that homeowners are highly responsive before booking but go quiet afterward. Keep communication strong throughout the entire process.
Make the Process Easy and Professional
Send leases digitally:
Use tools like DocuSign to send and receive signed agreements quickly and securely. Avoid unnecessary delays with scanning and printing when possible.
Offer online payment options:
Vacationers appreciate the convenience of paying online—and you’ll benefit, too. Online payments are secure, trackable, and fast. Learn more about the Benefits of Offering Online Payment Options.
Return security deposits promptly:
The faster you return the security deposit, the better the guest experience. Offer easy digital options like Venmo or PayPal. A delay can sour an otherwise great stay.
Request reviews quickly:
Ask for a review soon after the guest departs—ideally the same day the deposit is returned. Don’t let that window of enthusiasm close. Read more about Striking While the Iron’s Hot.
Use Automation to Stay Organized
Speed and professionalism go hand in hand. Use automated tools like Booking Management templates for:
- Inquiry responses
- Welcome messages
- Entry and check-out instructions
- Security deposit follow-up
- Review requests
These tools help you avoid missed steps, track payments, and reduce the risk of double bookings. Learn how to Manage Your Bookings with Ease.
Personal Connection Still Matters
Despite the focus on speed, vacationers still want a human connection. Many guests prefer to interact directly with the homeowner to build trust.
If your home is booked:
Don’t just say “Sorry, we’re full.” Instead, thank them, share details about your home, and invite them to consider alternate dates. You can still turn a “no” into a future booking.
Use the phone when possible:
If a vacationer includes their phone number and seems especially interested—or if it’s a last-minute request—consider calling them. A real conversation helps build rapport and shows that you care.
Use text alerts:
WeNeedaVacation can notify you by text when you receive an inquiry. If your account isn’t set up to receive text alerts, update your preferences under Notifications to improve your response time.
Use the phone when possible:
If the vacationer includes a phone number in their inquiry—especially for last-minute bookings or when they show strong interest—consider calling rather than replying by email. Even if you start with an email, a phone call is highly recommended. It adds a personal touch, builds rapport, and fosters mutual trust. You want to feel confident that your guests will treat your home with care, and they want assurance that your property is accurately represented. A positive connection with you as the homeowner can be just as important as the home itself.
In Conclusion
Being responsive, professional, and personal isn’t just good service—it’s essential. Today’s vacationers are NOW Customers, and meeting their expectations can set you apart in a competitive market.