Why first impressions make or break your holiday rental

You only get one chance to make a first impression – and for holiday rental owners, what guests see on arrival can make or break a five-star review. Whether it’s a hotel, motel, holiday park, serviced apartment or short-stay rental, visitor economy operators should focus on the first visual touchpoints guests notice.

“Guests form an impression of their accommodation within moments of arriving – even before they enter their room,” Big4 Holiday Parks Success Coordinator Jessica Grove says.

Small, cost-effective refreshes can transform highly visible areas, ensuring every stay starts on the right foot and gives property owners a strong return on investment (ROI). “An uplift in guest experience and reviews can be achieved through low-cost improvements and regular maintenance, often carried out with minimal disruption to guests,” Jessica says.

Key overview: Key areas to maintain or upgrade at your holiday rental

• Online photos: Before they’ve even set foot on your property, guests have already formed a view based on the listing photos.
• A well-maintained exterior and entry. Spotless accommodation exteriors and safe pathways boost guest satisfaction.
• Kerb appeal. Focus on street appeal with clean entrances, fresh paint, clear signage, outdoor lighting.
• Reception, foyers and main areas. Keep these bright, tidy and welcoming with well-maintained fixtures and furnishings.
• Interior updates. Good lighting and fresh-smelling rooms can help turn positive first impressions into five-star reviews.

Tip: Always wear the appropriate safety equipment (safety glasses, gloves and a mask, for example) when required on the job. Always follow the instructions for the product or equipment.

Why good online photos matter for holiday rentals and holiday parks

Guests arrive with expectations shaped by online photos, so accommodation interiors should match what they’ve booked. To do this, make sure you:

• Update photos when any maintenance has been done so expectations are clear
• Maintain the property to the standard of the photos
• Refresh the appearance of well-worn areas like hallways, bathrooms and lounge settings

What the expert says:

“Simple upgrades can help maintain a refreshed appearance. Try applying fresh silicone in bathrooms and kitchens and replacing worn tap washers and fittings,” Jessica says. “Functional elements like door stops, flyscreens, curtain tracks and hooks should also be checked regularly and replaced if needed.”

Finally, don’t underestimate the impact of lighting and scent. “It’s as simple as ensuring all light globes are working and providing comfortable, welcoming light,” Jessica says. “And be conscious of any odours. Where needed, use air fresheners or odour-control products.”

How to boost your holiday rental’s street appeal

The first things you should look at when boosting your holiday rental or holiday park’s street appeal are:

• A clean entry: Ensure the entryway, driveway and reception area are tidy and that exterior pathways are pressure washed clean of dirt.
• Fresh exterior: Peeling paint, dated fixtures and uninviting outdoor areas can give the wrong first impression. Refreshing outdoor areas makes all the difference to the guests’ arrival experience.
• Clean and safe pathways: Pathways in and around the property can instantly shape how a property feels from the moment guests arrive.

What the expert says:

Jessica says many of the biggest improvements come down to visible maintenance rather than a full refurbishment. “The street appeal of the accommodation stands out fast,” she says. “External details that instantly catch the eye for all the wrong reasons include dirty paths, faded paint, worn decks, poor lighting, untidy gaps and tired entry points.”

How to update the exterior of a holiday rental

Giving your holiday park or holiday rental an exterior refresh to give your guests a first good impression can largely be achieved with regular maintenance and the right equipment, including:

• Pressure washing footpaths and entrances
• Regular repainting of exteriors to keep them fresh
• Regular checking of signage and replacing if faded, damaged or outdated

What the expert says:

“Regular pressure washing is a must to brighten first-seen areas like footpaths and entrances,” Jessica suggests. “Peeling or faded paint is also among the most common guest complaints, which is why it’s essential to regularly repaint exteriors. This includes reception buildings, amenity blocks and individual accommodation.”

How to make a reception area welcoming

Reception is often a guest’s first real interaction with a property, so a cluttered or tired space can quickly sour their impression. Things you should attend to ensure a good first impression are:

• Clean welcome mat
• Add some greenery, including live and artificial plants (make sure they’re dusted) and planter boxes
• Regularly attend to any peeling paint, visible cracks and fixtures
• Ensure outdoor areas are free of tired furniture and fixtures

What the expert says:

“Look at your reception from the point of view of a guest,” Jessica says. “There should be a clean welcome mat to greet them, along with thoughtfully chosen plants and planter boxes.

“All reception door hardware, including handles, hinges and locks, should be neat and functioning smoothly.

“Light fittings are also important to create a bright and welcoming reception space. “If you do see any visible cracks, use silicone and gap fillers. And keep touch-up paint kits handy for wall markings.” Outdoor benches or waiting area furniture should also look fresh, with broken or worn pieces repaired or replaced.

Keep guest gardens maintained and tidy

Green spaces add vibrancy to a holiday stay – but only when they’re neat and well maintained, by:

• Making landscaping a priority
• Installing irrigation systems to help keep greenery alive and vibrant

What the expert says:

“Untidy and overgrown gardens are absolutely something guests notice, so gardens and landscaping must be a priority,” Jessica says.

Regular gardening and a well-stocked maintenance shed are key. Jessica recommends keeping lawn seed, fertiliser, hedge trimmers, grass edgers, pruning equipment, weed control products, irrigation repair parts, mulch and decorative stones on hand.

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How to refresh exteriors at a holiday rental

The exterior of each room or cabin should reinforce that positive first impression. You can do this by:

• Repainting entryways
• Ensuring rust is treated properly and promptly
• Clearing gutters
• Maintaining any outdoor timber pieces, including decks
• Checking all outdoor lighting is working as it should be

What the expert says:

Regular repainting around entryways is essential, while rust should be treated promptly with rust converter or rust-resistant paint. Gutters should be clear and timber decks maintained with stain or decking oil, with damaged boards repaired or replaced.

“You may also need to install solar or low-voltage pathway lighting for visibility, and consider adding line markings or non-slip strips for steps,” Jessica says.

Any apparent pest issues, like mosquitoes or ants, should also be addressed promptly.

Frequently Asked Questions: The most common negative feedback about holiday rentals

Jessica outlines the most frequent complaints holiday parks or rentals can expect if maintenance and upkeep of the facilities isn’t up to scratch.

What is the number one guest complaint at a holiday stay?

Cleanliness and overall presentation.

What is the main interior accommodation feature guests take issue with?

Dirty windows. Watch for smudged glass, cobwebs and dust around window frames.

Why does the appearance of amenities like pools and playgrounds matter?

Visible maintenance issues can create the impression that the entire accommodation is poorly maintained.

What potential safety issues can be rectified by simple maintenance fixes?

Install adequate lighting for night-time visibility and keep pathways clear of trip hazards.

What’s a common presentation mistake that costs nothing to fix?

Poorly positioned outdoor rubbish bins. Keep them out of sight of reception and entryways.

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