One of the factors/examples that can negatively affect online reviews from users of a vacation rentals is the difficulty in getting in touch with the owners and management. Before and during their stay, users may contact the owner/operator to resolve various questions or to report equipment malfunctions or emergencies.
If there is a delay in the response from the owner/operator, the user may become concerned and distrustful of the owner/operator.
In particular, if the owner/operator is not practically working at night or during the year-end and New Year holidays, it is necessary to have a contingency plan in place. After receiving a question from a user, respond to the user within 24 hours at the latest. If possible, respond as soon as possible.