We respect your privacy
Scams in the rental business are nothing new in the world, not even on our Adriatic coast. In addition to fake inquiries that arrive in hosts’ inboxes almost every day, unfortunately there are also fake listings and fake websites of properties and hosts.
Guests are aware of this too, so when searching for a property where they want to spend a carefree holiday, they choose carefully and look for signs of fraud as well as those that give them a sense of security. Below, we will focus precisely on the latter.
We bring you a list of ten details that make a big difference between false advertising and a real offer. Here is what you can do on your website and in your listings to prove to guests that you are a real host and that the property truly exists just as you advertise it, in the location you state in the listing.
1. Professional translation
As soon as a translation into a foreign language is unclear, an “alarm” goes off for the guest. This is especially noticeable in listings for luxury properties whose presentation does not match the quality of the accommodation.
Investing in a professional translation is not a major expense, and at least you can be sure that you will not fail already at the very first point.
2. Professional photographs
If the photographs are blurry or have logos, meaning agency watermarks, that is a sign to the guest that they may have been unauthorizedly taken from agency websites. If the images are stolen, the guest will rightly wonder whether the entire listing is even real.
If you invest in professional photographs for which you also have the usage rights and to which you can add your own watermark or logo that is also shown on the website, this will be a sign to the guest not only that you are a real host, but also that you care about the impression you leave.
Read more about building your property’s brand in the article Why is it important to build your property’s brand?
3. An email address that does not arouse suspicion
In your contact details, state an email address that clearly shows the name of the property and/or the host’s full name, in other words one that will not look suspicious. If you cannot decide between an email address based on your personal name and one based on the property name, think about whether you want to convey more professionalism or keep a personal touch. If you choose a personal name, let it really be a full name, not a cute nickname or label that means nothing to a potential guest and can also create suspicion.
Do not worry about creating a separate email address for your rental business and increasing the number of addresses you manage. Make it easier for yourself by connecting it to your mobile phone so you receive notifications at any moment. You can also set up forwarding from the new address to your private one.
In the end, the most important thing to stress is this: avoid publishing email addresses that seem suspicious, such as nxJyleqR_6MoDq(at)syg6.gidjex.com or supermario(at)gmail.com.
4. Introduce yourself
On your website or in the listing, briefly introduce yourself or your family as the hosts of the property you are advertising. Describe who you are, what you do, how long you have been renting, and conclude with a message to the guest saying how pleased you would be if they chose your property.
Be sure to add your own photograph or a family photograph to the introduction if renting is a family business, as this will further strengthen the credibility of your offer. If communication with guests is handled by an agency, a service, a neighbour, a friend, or someone else, mention that person on your website as the contact person with whom guests will communicate.
The introduction can also be in video form. You can record a video in several languages or just in English and add subtitles for the other languages. You can publish the video on YouTube and then place it on your website. This increases the likelihood that the guest will find you on that platform as well and then come to your website.
5. Guest registration
A guest who travels frequently is already used to being asked for personal details at a hotel reception, for example, in order to register temporary stay. They expect the same when they arrive at private accommodation.
State in your descriptions that you register every guest in accordance with Croatian law. This tells the guest that you operate legally.
6. Invoice
An invoice is also one of the signs that inspires confidence. State in your descriptions that the guest will receive an invoice for their stay in accordance with the business rules in Croatia.
7. Offer and booking confirmation
When a guest decides to send an inquiry, further reassure them that your offer is not a scam by sending them an official offer. You can easily create it in Word and, in addition to the reservation details such as arrival and departure date and time, number of guests, and amount, also provide details about how payment should be made, the owner of the bank account, and other important information.
Once the guest has confirmed the reservation by paying a deposit, send them a booking confirmation that includes the reservation details, but also information about the property — address, GPS coordinates, phone number, and other ways the guest can contact you.
8. Verified payment channels and confirmation of received payment
An important detail when checking the authenticity of a listing is the channel through which you receive payment. If you advertise on portals, the guest will make all payments through the portal, but if you want to encourage direct bookings, you must reassure the guest that their money will not go to a fake account.
When sending the offer, send them a bank account that is opened in your name. If you ask the guest to transfer a deposit to an account in someone else’s name, this will raise suspicion.
State the name of the bank and the SWIFT/BIC number so the guest can check that it is a real bank.
Let your PayPal account be connected to your official email address that you use to communicate with guests. If you send the guest a PayPal payment email address that is not identical to the one listed on your accommodation website, you may arouse suspicion.
9. Reviews
A review on a portal can only be published by a guest who actually stayed in that accommodation, but on your own website you can publish anything. To convince the guest that the reviews on your website are real, add details such as the year or period when the guest stayed with you or the name of the portal where your accommodation is also listed and from which you took the review. This way the guest will be able to verify whether the review was truly written by someone who stayed with you.
10. Location on Google Business Profile and display on Google Street View
A property’s location on Google Maps gives the guest a great deal of confidence, especially when it includes all the official property details and your contact information that match the details on your website and on the portals. Google now uses the name Google Business Profile for this.
To be able to verify and manage your profile, Google requires proof of ownership or management of the business. Available verification methods today depend on the type of business, the region, and other factors, and may include video, phone, SMS, email, video call, or, in some cases, postal mail. That is why it is no longer a good idea to rely only on the old assumption that a postcard is the only option.
In addition, on Google Maps the guest can see whether the property you are advertising is actually located at the stated address. If the property is newly built and still not visible on Google Street View, be sure to mention that in the description. If it is a property you renovated, but Street View still shows its old condition, point out in the description when the property was renovated.
Unfortunately, all of these tips do not protect you from becoming a victim of fraud yourself, because there are scammers who take other people’s data, information, and photographs of properties and sell them as their own, and then guests arrive to you even though they never actually agreed a reservation with you.
To reduce the likelihood of this happening, several times a year “sweep through” portals, Google, and social networks looking for your property. Search through map views on portals, not only by keywords, because it is quite possible that the scammer changed the name of your property.
If you cooperate with tourist agencies, it is very likely that you will find that some other agencies are advertising your accommodation on portals as well. This is nothing unusual, but for your peace of mind, check with your tourist agency whether the agency advertising your accommodation on the portal is really their partner.
And remember, scammers want to carry out fraud as quickly as possible and do not have time to deal with details. That is exactly where your advantage lies.
Pay attention even to the smallest details so that the guest feels they can trust you and confidently make a direct booking for your accommodation through your website.
Are you ready to welcome the new season with more direct bookings?
It is high time to order the creation of your website because booking season is already in full swing!
