Managing the Expectations Gap

Don't let the expectations gap ruin your rental experience.

My husband and I were outside our weekend rental drinking in the ocean view when the renter in the downstairs unit rushed over to introduce herself. She was hosting a dinner for friends to celebrate a "big birthday," she explained. Just dinner, no noisy late night party.

And, by the way, what did we think of the art work in the unit? She'd already taken down several of the oil paintings and stashed them under beds.

Turns out she's an interior designer and was already compiling a list of style updates for the owner.

I'm not going to tell you the place was HGTV-worthy. It was vintage -- and not in a hip way. But it was spacious, immaculate and completely comfortable. And, oh my God, the view!

By weekend’s end, this renter had worked herself into a tizzy over little flaws including "no garlic press!"

Ah, expectations. Now, there's a loaded topic. No vacation rental is perfect. And the way it's not perfect for me may not be the way it's not perfect for you.

As a reviewer, my job is to step back and see a place through the eyes of many different kinds of renters. I describe the essence of the place, but also note what may not be perfect for some people.

So, here's my advice on managing expectations:

1. Clarify what's essential.

Be honest with yourself. Will amateur art upset you? No doubt the renter I met felt that her choice of rental reflected on her professional reputation.

2. Look beyond the listing.

Most vacation rental listings are ads written by the owner. All pros, no cons. Testimonials are handpicked and sometimes edited. A situation that's ripe for an expectations gap. If you aren't sure you like what you see, ask for more photos. If you don't find the detail you need...

3. Ask.

Point blank -- about the smallest thing. Most owners will be honest. Your bad experience is bad for their business.

4. Listen.

Interesting: when I followed up with the owner she said she tried to steer this renter toward the upstairs unit because she thought the vaulted ceiling, ocean-facing kitchen and wraparound deck seemed like a better fit.

5. Make the best of it.

If a rental is a disaster, complain loudly. Write a review, if you must.

But if it could be just a little more perfect, don't ruin your vacation or special party. Live and learn -- and move on.

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