All Forum Posts by: Patricia Andriolo-Bull

Hi.  I just started using Host Tools and am really happy with them.  They do messaging but they are also really good for pricing and calendar management.  Super easy to set up, too.  FYI, I do NOT work for them.  Just happy with them so far.  Also, they just released new functionality using ChatGPT.  I haven't used it yet, but seems interesting.

I use them and they process my payments.  I set it up originally when I created my account but went in now to try to help you out.  When you log into admin.booking.com, there is a menu item called Finance and a section called Getting Paid.  If I remember correctly, you have to enter bank details and they do a test transaction before you are fully online.  Do you not have the options to set this up?

Not sure if this is the case in the areas you mention, I’m not familiar with them, but in other places (I’m in Marco Island) as they implement restrictions they don’t apply to the condo associations which make their own rules.  Perhaps that’s what you are finding?

I use booking.com but don’t get many rentals from it (I think I’ve had 5 total in 2.5 years).  It was difficult to set up (it really is more geared towards hotels).  That said, I still use it to keep a presence.  I think I also heard it helps google search engine and since I do have my own website and try to drive traffic, I’ve created multiple channels.  They also process payments for me and have had no issues with this.  A lot of people say that they have payment processing issues/slowness, I have never experienced this.  I receive the payment within 1-2 days of check in, same as VRBO or Airbnb.  I also may not be getting as much traffic as I do increase my rates on that platform substantially to account for the 15% host fee.

Same...increased prices. I was wondering if that was the issue. Higher prices = higher expectation of everything! In my LTR with a high monthly rent, good income applicant with great credit score, I expected better behavior and they are killing me with questions and issues. Now I'm seeing it in the STR as I've increased prices. Just a thought...

 Ha!  Yes, paragraphs!  I go back and forth of instant book.  Right now I have it turned on.  As I mentioned, until now, guests had been great.  And when I had it off, honestly wasn't sure what to ask that would really vet them.  Suggestions?

I used the personalized link.  It is actually a great way to track whether or not they use it.  This just came in very handy for my last guest (I just posted about that experience).  I gave them info in the guide that they never opened (though acknowledged and thanked me for sending it) and they said I never told them the "rules".  Because I use the personalized URL, I could tell they NEVER OPENED IT.  Anyway, I give unlimited time in advance of their stay (from when I send them the link) to their checkout date.  I guest I could give unlimited but no need in my view.

Sort of a vent but also want to know if others are experiencing what I am. I've been doing the STR thing since 2016 (but my first one is in the Dominican Republic and has a property manager), my second one was purchased in 2020 that I've been managing myself. It has been great. I hear all the horror stories about airbnb and guests, demanding things, looking for discounts, breaking things. I've been lucky. I get most of my business through VRBO but a few through airbnb and even less from Booking.com. I have truly enjoyed the majority of my guests (a few ask dumb questions but I can deal with that). People have said they've seen demand decrease and ADR going down but I've been lucky to see the opposite. 2023 is on record to be my best yet (already booked more than all of 2022 and I have almost nothing for Sept - Dec). So, the problem? The last few months I'm getting a lot more dumb questions (like is there AC when it clearly states there's AC) and people asking for my "best rate". I never discount and do just fine. But now, the last few guests have been incredibly demanding. Not enough towels...the weather isn't good, random small things. I've gone out of my way, delivered extra towels, ordered extra Pickleball rackets, etc. This is what I believe generally sets me apart...the above and beyond stuff and easily responsive. But two guests ago didn't read my Welcome Guide (I know because Touchstay shows me the number of openings) then immediately texted me angry (mind you, after I let her check in 5 hours early) complaining of the pool rules, which were clearly outlined in the guide. They aren't ridiculous...no jumping or diving or playing with balls. I called the JW Marriott and Hilton for a reality check - this is pretty standard. I am BEACHFRONT! I provide body boards, beach toys, everything. But all they wanted was the pool and kept breaking the pool rules and got yelled at. And yes, they left me a crap 3 star review. The guest I currently have also called me 3 times on check-in. Didn't read instructions and was mad that he had to take the elevator to the 18th floor to get the keys in order to get a cart for his stuff. Then he complained that he needed to go through the gate every time he comes and goes from the condo. It says it right in the description, GATED COMMUNITY! Both of these guests have called me daily with complaints from weather, to towels, to keys, etc. Either I have had the best guests for nearly 3 years until now or people are become entitled crappy people. This is paradise! Is it just me or is anyone else seeing an uptick in ridiculous demands from guests? I will not cater to the fear of a poor review and customer service is my number one priority.

I'd agree with what others have said. It varies but 1-2 hours average per property per week. The only thing I would add is urgency. I'm not sure how flexible your job is but in the STR business, responsiveness is key. So it's not only about how much time it takes but your ability to answer a guest or potential guest on a timely fashion.

 I got it to work.  Some pretty good value.  I didn’t want to pay for a full PMS (yet).  I may be able to replace Repuso for reviews so it may net out as equal dollars spent and solves for my number one complaint which is syncing pricing across all platforms (with added rules).  I’ve looked at BeyondPricing and PriceLabs trials and really don’t like to rates they provide.  They are lower than what I’ve been setting and getting. I like the simplicity I get from VRBO market maker and can use that to set my rates through Host Tools.  Anyway, thought I’d share if others are interested.  I do not work for Host Tools and am still only using their 30 day free trial.