Top 10 tips on converting rental enquiries into bookings

Dealing with booking enquiries from potential renters is a crucial part of the lettings process.  Whether you are dealing with email or telephone enquiries, it is important that they are dealt with efficiently and professionally.  We have put together a list that should help making the process easier.

1. Respond to enquiries right away
Potential renters are very likely to have enquired a number of properties in the area.  Responding immediately allows you the chance to establish contact and tell them all about your property before others get there first and close the deal.

2. Use the telephone
Although more and more enquiries and bookings are conducted exclusively via websites and emails, if a contact number is provided by the enquirer, it is always a good practice to pick up the phone and give them a call.  It gives your potential guests the opportunity to talk to you, ask any questions they might have and build confidence in what you have to offer.  Speaking on the phone also gives you the chance to learn more about the enquirers, helping you deciding whether to accept a booking.

3. Answer all the questions
Prepare before replying to enquiries and make sure you have answers to all the questions asked.  Make sure you give them sufficient contact details including telephone number and email address.  It is also very useful to send a list of FAQs covering commonly raised queries, which could be re-used when replying to other enquiries. 

4. Do your selling
Mention what your holiday home has to offer and what makes it special and stand out from others.  Don’t forget to highlight your USPs (unique selling points) such as facilities and location.  Things such as close distance to the beach or ability to arrange nanny service could persuade the enquirer to book with you.

5. Confirm all the details
Make sure you confirm the dates, full cost and payment time scale in writing.  This helps enquirers in making the final decision and ensures that there is no dispute in the future.

6. Reply even if your place is already booked
It is courteous to reply even if the enquired dates are not available and suggest alternative dates.  This gives a good impression to renters, who might be flexible in when they travel.

7. Follow up the enquiries
If you do not hear from the renter after your reply, follow up with a phone call or email a few days later to check if they have further questions.  This may sway the renter in your favour if they are undecided on which property to choose.

8. Give incentives if necessary
If someone is interested in renting your holiday home but are struggling to make a final decision, a small discount or complimentary service such as free airport pickup or welcome pack would definitely encourage them to consider you favourably.

9. If you are unavailable to reply
It is good practice to acknowledge the receipt of enquiries by setting up auto email replies, so that renters know that you will be in touch.  This is especially important if you are going on holiday or are unavailable to respond to enquiries for a few days. 

10. Knowing when to stop
Most owners would try their best to convert as many enquiries into bookings as possible, but sometimes trying too hard could make you seem desperate and lead to the exact opposite.