In the competitive world of vacation rentals on Hawaiʻi’s Kohala Coast—from Mauna Lani to Waikoloa Beach Resort to Mauna Kea— providing a top-notch guest experience is your ultimate differentiator. A well-reviewed property with loyal, repeat guests doesn’t just happen. It is built through intentional moments of care that start before check-in and continue well after check-out.
Here is a vacation rental owners' ultimate Guest Experience Checklist, which includes proven tactics to increase guest satisfaction, earn 5-star reviews, and turn first-time guests into lifelong fans of your Big Island vacation home.
First off, why does guest experience matter?
Properties with higher guest satisfaction:
- Achieve higher nightly rates
- Rank better in OTAs and Google
- Drive more direct repeat bookings
- Lower your marketing costs
- Boost word-of-mouth referrals
If you are able to increase your guest experience, it will result in a higher ROI for your vacation rental property.
The Ultimate Guest Experience Checklist:
1. Pre-Arrival: Set the Tone
Confirm booking details promptly:
- Send a friendly, personalized confirmation email
- Include local tips and check-in guidance
Send a pre-arrival email 7-10 days out that includes:
- Directions + parking details
- Upcoming weather forecast
- What to pack suggestions
- Insider tips on local Big Island experiences
Offer concierge recommendations:
- Include a curated list of top restaurants, beaches, activities
- Offer options to pre-book experiences (snorkel tours, luau, spa)
Address special occasions:
- Birthday? Anniversary? First trip to Hawaiʻi?
- A small gesture can provide a big impact (see Section 3)
2. Arrival & Check-In: Make It Seamless
Provide clear arrival instructions:
- Door code
- Map of property or resort complex
- Where to park
- How to reach you if needed
Ensure property is spotlessly clean:
- Professional cleaning
- Spot checks for details (dust, fingerprints, odors)
- Check for maintenance issues before guest arrival
Welcome guests with an aloha moment:
- Fresh local flowers or fruit
- Handwritten note
- Locally sourced gift (Kona coffee, mac nuts, Big Island chocolate)
3. In-Stay: Wow Moments & Support
Mid-stay check-in (for stays 5+ nights):
- Friendly message to see if guests need anything
- Offer activity tips based on weather or guest interests
On-call availability:
- Provide a local contact number
- Respond promptly to any issues or questions
Personal touches:
- Beach gear: chairs, towels, snorkel equipment
- High-quality linens + plush towels
- Fully stocked kitchen (oil, salt/pepper, coffee filters)
- Clear, helpful guest guidebook
Celebrate special moments:
- If noted in reservation: a bottle of champagne, lei, or cake on the day
- Small details that create memorable emotional connections
4. Check-Out: Leave a Lasting Impression
Provide check-out reminders:
- Clear check-out time + easy-to-follow instructions
- Where to leave keys or trash
Thank guests proactively:
- Text or email your guests to thank them for staying
- Invite them to leave a review and book direct next time
Send a post-stay thank you email:
- Include discount for future booking
- Offer referral bonus if they refer friends or family
- Personalize based on their stay (mention a favorite activity they enjoyed)
Bonus Tips for Repeat Bookings:
Now that you have hosted a guest from start to finish, and provided excellent service, don't forget to continue to stay in touch with them periodically. Build an email database of past guests and send them email communication around the following subjects that they will surely enjoy receiving:
- Periodic “insider” offers
- Showcase new upgrades to the home
- Feature local events guests might want to return for (Honu Ironman, Waimea Cherry Blossom Festival, etc.)
- Highlight positive guest feedback that will remind guests of their stay
Why Partnering With the Right Local Property Manager Matters
Many vacation rental owners try to do this all on their own—and fall short. A professional property management company, like CoralTree Residence Collection, can:
- Handle every guest touchpoint professionally
- Provide high-end concierge service
- Ensure cleaning standards are luxury-level
- Suggest and implement “wow” moments for your home
- Proactively drive 5-star reviews and repeat business
In Hawaiʻi’s luxury vacation rental market, experience is king. Use this vacation rental guest experience checklist to transform your vacation home into one that guests rave about, review glowingly, and return to year after year. Aloha, care, and attention to detail make all the difference.