Landlord Advice

10 Must-Haves To Secure 5-Star Reviews From Tenants And Guests

Written by Diana Santos

In the digital age, getting a 5-star review is always good for business. It’s proof that you can deliver what you promised. Nowadays, potential customers will always look at customer online reviews before they decide to trust and do business with a company. If they see more positive than negative reviews, they’ll know that the business is trustworthy.

It’s the same for rental properties. If you’re a landlord with one or multiple properties for rent, you need to collect 5-star reviews. It’s an effective way of increasing the occupancy rate of your property and maximising its earning potential.

According to a study released by, the number of Airbnb properties listed in the area of London is 8,800 (as of December 2022). This doesn’t include other private and corporate rental properties.

As you can see, you’re competing with many landlords to keep your occupancy rates high. To stand out, you need to give potential guests and tenants a reason to choose one of your properties.

That requires more 5-star reviews. In this article, you’ll get 10 tips to increase the chances that you’ll get a 5 star rating from tenants and guests. These actionable tips will go beyond the aesthetics of your properties to ensure a memorable and pleasant stay.

1. An Authentic Visual Narrative

Invest in a professional photographer to help you create a visual narrative of your properties. It’s not just about taking photos of the living room, kitchen, and bedroom. You want every area of the property to promise an amazing experience.

Use captivating photos that exude comfort and convenience – but make sure it’s not exaggerated. Be truthful about what the unit can offer. After all, you want to meet and exceed expectations. It’s best to under-promise but over-deliver to get 5-star reviews.

2. Guest-Centric Amenities

Apart from the visual narrative of the property, you should also describe what each flat can offer. Highlight amenities you know your target audience would want in their dwelling place.

If you’re targeting business travellers, your flat should have a spacious home office. If you’re targeting families, highlight the space and bedrooms.

Equip every flat with guest-centric amenities like welcome baskets and other essentials that’ll guarantee a memorable stay for them.

3. Seamless Check-Ins And Check-Outs

What is your procedure when someone checks in or out of your flat? If you want to get 5-star reviews, you need to have a seamless arrival and departure process in place.

Giving them a warm welcome will set the tone for their stay. A positive first impression goes a long way. Adding a welcome basket and tips about the local establishments will also help. Add a handwritten note to make it more personal.

It’s always a good idea to have someone there when the guests or tenants arrive. You or a representative can hand over the keys and orient your guests around the flat. When checking out, make sure they won’t have a hard time as well.

These may seem like small details but they’ll improve the experience for your guests.

4. Proper Communication Channel

Establishing clear lines of communication will make it easier to deal with issues that guests and tenants will encounter during their stay. Since there’s no way of guaranteeing a perfect stay, you want to show that you’re ready and able to assist immediately. This will give you a trustworthy and reliable reputation.

Have someone on standby to take on calls and inquiries from guests. Managing multiple properties can be tedious and time-consuming so having a specific person handling guest or tenant concerns will ensure that issues won’t compromise positive reviews.

5. Prompt and Personalised Service

Providing prompt and personalised service is a great way to get positive reviews from your guests and tenants. It shows that you have great attention to detail and you care enough to know the personal needs of those staying on the property.

You have to remember that every guest is unique. By asking a few simple questions after they’ve confirmed their stay in the property, you can arrange a customised service. For instance, you can give suggestions on local restaurants that fit their dietary preferences. Or you can fit your welcome basket to contain items that’ll fit their planned activities during their stay.

6. Spotless Property 

This is a non-negotiable. If you want to impress your tenants and guests, a dirty and disorganised flat won’t give you that. A 5-star review requires a property that looks the part.

Prioritise cleanliness and proper sanitation. Hire a cleaning service that can do a deep cleansing of the property regularly. This won’t just keep your flat clean, it can also help identify any issues on the property so you can act on them.

7. Preventive Maintenance

When you schedule a deep clean service for your property, include a maintenance check as well. Heading off any damages is always a good thing. Even if you provide a warm welcome and impeccable service, a damaged heating system or appliance in the unit will put a dent in the tenant’s overall experience. This can compromise your chances of getting a 5-star review.

Apart from getting reviews, preventive maintenance will also safeguard the long-term appeal of your property. It can even help you head off expensive repairs in the future.

8. Local Experience

Providing your tenants and guests with a great experience goes beyond the 4 walls of your property. You can also provide them with a list of attractions, entertainment and dining options.

Give them an insider’s guide to the city. You can add this to the welcome basket that you’ll prepare. It’ll help you create a more personal experience for them. Add a list of hot spots and hidden gems. Give them tips to help avoid tourist traps as well.

This thoughtfulness will give them a reason to give you a 5-star review.

9. Tech-Savvy Flat

Technology is one way to impress your way into a 5-star review. Integrate smart technology like keyless entry systems or automated controls. Using property technology will make your flat look sophisticated and maybe even luxurious.

Not to mention the fact that it provides a convenient and comfortable stay for your guests and tenants.

10. Feedback System

To get a 5-star review, you need to make it easier for your guests and tenants to provide it. Create an easy-to-follow process. Have a QR code ready within the flat that guests can use to give their feedback. Encourage them to provide immediate feedback.

Maybe you can offer an incentive so they’ll be encouraged to provide it before leaving. Allow them to give suggestions and acknowledge them. This will let them know that you’re willing to improve the property management service.

Partner with a Reputable Property Management Expert

Earning consistent 5-star reviews involves streamlined operations and property care. You need to maintain exceptional guest and tenant services – something that’s challenging if you own multiple properties. It can be time-consuming and stressful to keep up with the needs of all your guests.

By working with a trusted property management company, your guests and tenants will get a 5-star treatment and you don’t have to lift a finger. Their expertise will also help market your property to maximise rental income and occupancy rates.

But that’s not the best part. The trustworthy reputation of the property management company will also boost your properties by association.

Do you want to know more about what it takes to get 5-star reviews? City Relay has maintained a high trust rating from thousands of property owners and guests. We can help you improve the reputation of your multiple properties through our commitment to service excellence.

Let’s talk about the potential of your properties to improve their ratings.

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