OWNER CASE STUDY
Managing the property, not the management company
Priya was paying a large manager but still repeating issues, chasing updates and watching standards slide. Her priority was control, care and a better guest experience.
Earlier guest rating
Approximate rating under the previous manager
Current guest rating
Approximate owner supplied rating after seven months
Under management
At the time Priya supplied this account
BEFORE UPGRADEDPM
The property was working. The ownership experience was not.
A larger company was already managing the flat. Bookings continued, but standards had slipped and the reviews were beginning to show it.
Priya had to explain the same issue to a different person each time. She was paying for management while still coordinating and chasing much of the management herself.
The objective was not an exaggerated revenue promise. It was to protect the flat, restore the guest experience and create a service that retained the history of each issue.
WHAT CHANGED
Responsibility moved to one operating team.
The initial review was specific to the flat and identified listing and presentation issues the previous manager had not raised.
A full inspection followed. Outstanding maintenance was resolved and guest issues began to be followed through by people who knew what had happened before.
A property specific review
The team started with the actual flat and its guest feedback rather than a standard handover script.
Maintenance recovery
Existing issues were inspected and taken to completion so they stopped reappearing in reviews.
Continuity
Priya no longer has to retell the same history whenever a different person answers.
THE RESULT
A measurable outcome and a different relationship with the property.
The average guest rating has moved from around 4.4 to 4.8. The flat is being maintained properly again and Priya has more confidence in what each arriving guest will find.
Seven months is not long enough for a fair annual income comparison, so this account does not manufacture one. The result Priya wanted was a property that worked properly, and she says that has been achieved.
The owner’s view“I no longer feel that I am managing the management company.”
HOW TO READ THE FIGURES
Rating figures were supplied by the owner. No matching one bedroom London image was found in the managed photography library, so the page does not substitute a different property.
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