Owner Education Guide: Creating a 5-Star Guest Experience
Your property’s guest experience directly impacts your reviews, occupancy rate, and repeat bookings. A 5-star stay not only boosts your revenue but also strengthens the likelihood of future leads — helping all homes perform better in search rankings on Airbnb and VRBO.
The Five Pillars of a 5-Star Stay
Cleanliness
Guests notice everything. Even minor oversights like hair in a drain or dusty vents can cause a four-star rating.
Schedule regular deep cleans (monthly is ideal) to maintain top condition.
Ensure your cleaner has a detailed checklist and reports maintenance issues promptly.
Owner Tip
Walk your property quarterly or after a maintenance project to view it from a guest’s perspective - lights on, scents fresh, details staged.
Accuracy
Make sure your listing photos and description match reality - what guests see online should be what they find upon arrival.
Schedule regular deep cleans (monthly is ideal) tWe will always help update listing details if major furniture or amenities change.o maintain top condition.
Avoid overstating features (e.g., “heated pool” should only be listed if it’s consistently heated and functional).
Owner Tip
If you make a change that improves the space (new furniture, upgraded appliances, etc.), send photos to Triad so your listing stays current. The same should be done if something become unavailable at your property due to maintenance like a garage door, or hot tub.
Communication
Triad’s Guest Experience (GX) team handles guest communication 7 days a week, ensuring quick and thoughtful responses so we’ve got that covered!
Owners can support by keeping Triad informed - notify us immediately if repairs, upgrades, or special conditions arise so guests can promptly be informed.
Ensure your cleaner has a detailed checklist and reports maintenance issues promptly.
Owner Tip
Use the the owner’s line to communicate with your Performance Advisor or text the GX line to share updates - which ever feels easier or more relevant. Our teams talk constantly and so either way, information is shared across the board.
Check-In Experience
A smooth check-in sets the tone for the entire stay. Ensure your instructions are up to date by relaying any changes.
Smart locks, clear signage, and well-lit clean entryways reduce stress and negative first impressions.
If your home uses a unique system (e.g., gate codes, lockboxes), ensure the information for location and codes are correct. Add it to your cleaner’s check list for them test during turnover so they know to report if not functional.
Owner Tip
Arrive at your own property as if you were a guest - is it easy to find? Are instructions simple? Is the first impression inviting?
Comfort & Amenities
Guests rate comfort on small touches: quality bedding, working TVs, stocked kitchens, reliable Wi-Fi, and consistent temperature control.
Routine maintenance helps significantly with quality control - especially HVAC, hot tubs, and appliances.
Add local flair: coffee, guides, or personal touches can make a huge impact.
Owner Tip
Think of your home as a hospitality product - not just a property. The goal is for guests to feel cared for, not just accommodated.
Our team conducts periodic quality checks for listing health. We aim to catch reported issues before they grow to affect how your listing trends.
Guest Experience Monitoring
We review every stay’s feedback and flag patterns early. Our goal is to try to get poor guest reviews removed so they don’t affect future booking patterns. Apart of this is also getting guests to review through encouragement. Consistent good reviews lead to your property being a guest favorite.
Owner Communication
You’ll be looped in for any repair, review trend, or opportunity to improve listing performance.
Partnership for Success
Your success is our success. When owners and Triad work in sync, guests feel the difference. A 5-star stay isn’t about perfection - it’s about care, consistency, and quick resolution when things go wrong.
Together, we create experiences that earn trust, loyalty, and glowing reviews.
Review your property quarterly
Ensure your cleaner’s checklist is current
Notify Triad of any updates or improvements
Invest in consistent quality - it always pays off
FAQ
Have questions about how Triad’s management works? From pricing and marketing to customer support and owner taxes, our FAQs cover everything you need to know about partnering with us. Get clear answers and learn how we help you earn more - with less stress.
