At Kahuana, we believe a beautiful holiday home sets the scene – but it’s the thoughtful touches that turn a good stay into an unforgettable one. Often, it’s the smallest details that make the biggest difference, and even minor oversights can lead to concerns that are easily avoided. Understanding what guests value most – and where things can occasionally fall short – helps ensure every stay runs smoothly and exceeds expectations.
With insights from the industry and lessons learned from countless guest experiences, we’ve gathered the most common guest concerns – plus practical tips to help you stay ahead and keep those five-star reviews rolling in:
1. Cleanliness: The First Impression That Lasts
A sparkling clean space sets the tone for everything that follows – it’s the silent promise that your guests are in good hands. First impressions really do last: stray hairs in the shower, smudges on mirrors, crumbs in kitchen drawers, or a musty smell in hidden corners can quickly overshadow all the beautiful styling you’ve worked so hard to create. Guests notice sticky fridge shelves, dusty skirting boards, fingerprints on glass doors and streaky taps – all the tiny details that tell them whether a space is truly cared for.
A spotless home doesn’t just look good – it feels good. When guests find every surface gleaming and every nook attended to, they can settle in and relax, confident they’re in a space that’s as welcoming as it is immaculate.
Pro Tip:
Partner with a trusted professional cleaning team and carry out regular quality checks to catch the small things before your guests do. Pay extra attention to the spaces guests care about most – kitchens and bathrooms – and don’t forget the hidden spots like fridge shelves, skirting boards or glass doors that show every mark.
2. Appliances That Don’t Work
Nothing sours a stay faster than discovering the dishwasher won’t start, the oven won’t heat properly or the air conditioner struggles on a hot day. A washing machine that stops mid-cycle, a ceiling fan remote that doesn’t respond, or a bedside table lamp that looks lovely but has no way to plug in can quickly turn convenience into frustration. Guests expect every appliance to work exactly as it should – whether it’s highlighted in your listing or simply part of making the home feel comfortable.
Pro Tip:
Check all appliances and fixtures regularly and service or replace them as needed – even the ones you don’t specifically advertise. Keep spare basics on hand – think light bulbs and batteries – to fix small issues fast. And if you have an item – like a bedside table lamp that looks lovely but can’t be plugged in – that doesn’t work and you don’t plan to fix it, remove it entirely. A home without an air conditioner is far better than a home with one that doesn’t work – because unmet expectations lead straight to complaints.
3. Uncomfortable Bedding
A comfortable night’s sleep can truly make or break a guest’s stay. From the moment they sink into the mattress, guests notice the quality – whether the pillows are supportive yet soft, and if the sheets feel fresh and inviting. Crisp, clean linens and well-made beds create a welcoming atmosphere that sets the tone for relaxation and rest.
Small details matter here too: worn-out mattresses, lumpy pillows or linens that feel rough or look tired can quickly leave a negative impression, even if the rest of your home shines.
Pro Tip:
Invest in high-quality mattresses that offer both support and comfort, along with plush pillows to suit different preferences. Choose soft, breathable linens that are professionally laundered and pressed for that luxurious, hotel-like finish. Always provide extra pillows and blankets so guests can tailor their sleep experience to their liking.
Regularly inspect your bedding for signs of wear and replace items as needed to maintain that fresh, inviting feel. Remember – a great night’s sleep is often the highlight guests remember most about their stay.
4. Descriptions That Don’t Match Reality
Few things disappoint guests more than arriving to find the property isn’t quite what they expected. Whether it’s missing amenities, outdated photos or descriptions that don’t reflect recent changes, mismatched listings quickly lead to frustration – and often, negative reviews.
Guests want honesty and transparency so they can feel confident booking your home. When expectations aren’t met, it undermines trust and leaves a lasting impression that’s hard to undo.
Pro Tip:
Be upfront and detailed in your listing. Use high-quality photos that showcase the current state of your home and keep your descriptions accurate and thorough. If you make any changes – big or small – update your listing right away. Clear, honest communication helps set the right expectations and builds confidence with your guests before they even arrive.
5. Confusing Check-In
After a long journey, the last thing guests want is to fumble around in the dark looking for a hidden key or guessing which door to use. A confusing or complicated check-in can set the wrong tone for the entire stay – and quickly undo all the effort you’ve put into creating a welcoming home.
Guests appreciate smooth arrivals that feel effortless and secure, especially if they’re arriving at night or juggling children, luggage or bad weather.
Pro Tip:
Provide clear, step-by-step check-in instructions – and make them easy to find. Add photos or even a short video to show exactly where to go and how to unlock the door.
Consider installing a keyless entry system or smart lock for extra peace of mind and flexibility. Guests love the freedom of arriving on their own schedule without the worry of misplaced keys or complicated handovers.
A stress-free check-in is the very first welcome guests receive – make it a good one.
6. No Instructions for Appliances
A beautiful oven, high-end coffee machine, or sleek smart TV can add so much value to a holiday stay – but only if guests know how to use them. Nothing is more frustrating than wanting to relax with a movie or brew a morning coffee, only to be faced with a confusing array of buttons and no instructions in sight.
Even simple things like figuring out the air conditioning settings, operating the BBQ, or switching inputs on the TV can trip guests up if clear directions aren’t provided.
Pro Tip:
Put together a clear, easy-to-find guidebook – digital, printed, or both – that covers all major appliances, systems and quirky features of your home. Step-by-step instructions, labelled photos or quick ‘how to’ videos can make a big difference.
Guests will appreciate not having to guess or search online for manuals, and they’ll feel far more at ease when they can enjoy all the thoughtful amenities you’ve included without a hassle.
7. Poor Wi-Fi
Reliable Wi-Fi isn’t a luxury anymore – it’s an essential. From remote workers and digital nomads to families streaming movies and kids watching cartoons, guests expect strong, steady internet as part of their stay.
A slow connection dropped signal or patchy coverage can be a big source of frustration – especially for guests who need to take work calls or stay connected with family and friends.
Pro Tip:
Invest in fast, high-quality internet and test the connection in every room to ensure there are no dead spots. If your property is in an area with patchy coverage, offer a mobile hotspot or signal booster as a backup so guests can stay connected no matter what.
A smooth, reliable connection lets guests focus on relaxing – not troubleshooting the Wi-Fi.
8. Limited Entertainment Options
A beautifully designed holiday home is wonderful, but guests also love having things to do when they’re staying in – especially families, couples on a quiet getaway or guests who might get rained in unexpectedly.
When there’s nothing to watch, read or play, boredom can creep in fast – and guests will remember feeling stuck with no options. Little touches like movies, books, or games can transform a rainy day or a cosy night in into a highlight of the stay.
Pro Tip:
Opt for high-quality smart TVs sized appropriately for each room – and don’t hesitate to include more than one where it makes sense. Extra TVs allow kids to watch their favourites on their own, giving parents a little extra downtime too.
Make sure popular streaming apps like Netflix or Amazon Prime are already installed so guests can simply log in with their own accounts. Keep the setup straightforward – no confusing remotes or complicated menus. If you choose to offer complimentary access to streaming services, that’s an extra treat guests always appreciate.
Round out the experience by stocking shelves with a good selection of books, family-friendly board games, puzzles or a few toys for little ones. These thoughtful extras help everyone feel at home, keep kids happily occupied and make staying in feel every bit as special as heading out.
9. Under-Equipped Kitchens
Many guests prefer to dine in at least once during their stay – but that plan quickly falls apart if the kitchen is missing the basics. A poorly equipped kitchen can turn a relaxing dinner at “home” into an unnecessary hassle or an extra expense guest didn’t plan for.
Pro Tip:
Make sure your kitchen is ready for anything from a quick breakfast to a big family dinner – and that it’s properly stocked for the number of guests your home can sleep. Include all the essentials, such as pots and pans large enough to cook meals for a full house (because if your home sleeps 12 or more, chances are someone’s cooking a big pot of pasta!), plenty of serving plates, bowls and enough cutlery for everyone.
Don’t forget handy appliances like a toaster, kettle, or blender – little touches that make guests feel at home. A well-equipped kitchen adds real value to your holiday home, giving guests the freedom to gather, cook, and share meals together with ease.
Small Touches, Lasting Impressions
When you anticipate what guests need – and deliver it – you do more than prevent complaints. You build trust, earn glowing reviews and encourage repeat bookings.
At Kahuana, we help holiday homeowners create spaces that guests remember for all the right reasons. If you’d like more tips, or you’re ready to take your guest experience to the next level, we’re here to help.
Contact us today to learn more about our holiday home services — and discover how to make every stay unforgettable.
