Originally Posted by
tparker1997
Seems that property owners are getting most of the flak for this...
I've got a chalet listed on Vrbo. It's been online for 25+ years... used to be Holiday Rentals, which got bought out by HomeAway, which got bought out by Vrbo... which is now part of Expedia. 25 years ago a lot of rentals came through magazine inquiries. 7+ nights was normal. These days you have an automated system as people was instant confirmations and no interaction. They also stay as short as 2-3 nights (though I set a 3 night minimum). Holiday Rentals used to make money from owner listings... Vrbo now charge us AND tags on a semi-hidden "service fee" to the renter.
Unfortunately cleaning costs are fixed, and whereas I would be happy to (in fact, used to) absorb this into the overall rate: it penalises those who stay a long time and yet setting minimum 5-7 nights doesn't work today.
Here's the thing: I define a cleaning fee and a daily rate, but I would be happy for Vrbo to combine this. My intention is NOT to "be a greedy property owner and grab more for cleaning", as some have alluded to here, but to input an accurate cost structure that includes zero markup for cleaning portion. Platforms like VRBO can totally work out how much a daily rate is based on # of days searched, the daily rate + average daily cleaning cost. VRBO likely doesn't do this because they want to be opaque and buy into the whole ancillary fee nonsense. It's not the owners. Don't forget they now tag on a booking fee too, which didn't exist back in the day.
I hate non-upfront fees as much as any other. I note that Vrbo does give a total now, in smaller and non-bold numbers (deliberate no doubt, and typical). I would prefer they just give a single clear total, and order accordingly if sorting by price.
It's worse that Vrbo doesn't even label it a cleaning fee... they say "host fees" which implies greed: even though on the owners portal, it's clearly marked as a cleaning fee.
I think the anger towards ancillary fees is directed at the wrong people...
I don't think people are greedy for charging a cleaning fee but it does rub me a little when I stay a week and get charged $190 for cleaning. It's especially bad when they then demand I do a bunch of the cleaning myself while still being gone by 10 am. I do find it funny that hosts keep repeating that cleaning is a "fixed cost". Aren't there a lot of fixed costs? Those get calculated when determining the rate that is charged whether you are a chalet or a hotel. Perception is key and hosts are pretty stubborn about not listening to what customers say. If it looks greedy to a customer, than it is greedy to them. If you don't want to penalize long-term rentals than give a discount. You can go about this in a way that appears negative to one group or a way that appears positive to another group. I've been forced to attend some customer service "trainings". Our whole consulting group is watching them together. The guy presenting worked at a hair salon so a lot of things are not really applicable to us. However, he talks a lot about not using negative terms, policies, or practices. Saying or doing things in a positive way makes a big difference for the customer.