Revisiting Standards for your Vacation Rental Operation

As travel resumes across several markets, professional vacation rental operators remain dedicated to the safety and health of their staff, guests, owners, their properties and communities. Specifically, hospitality providers are committed to maintaining rigorous protocols to ensure the highest level of cleanliness and safety at each property.

To best help you digest the guidance from leading entities and review or customize operating standards for your business, we’ve condensed versions of standards offered by VRMA/VRHP, Airbnb, Vrbo, and Vacasa and then added guidance from AHLA, and large hotel chains like the Marriott for comparison. We will continue updating this comparison regularly to include pending information from Airbnb, AHLA and others. 

 


 

Waiting Period

Implementing a waiting period between stays is a widely debated topic for professional vacation rental managers. With 42% of vacation rental managers that took our industry-wide property operations and cleaning survey indicating that they plan on incorporating a waiting period between stays. The most common reason for doing so are to give housekeepers and staff more time to complete enhanced cleaning procedures, ensure safety, and adhere to local regulation and guidance from leading authorities. Let’s take a look at what the industry is saying.

 

VRMA/VRHP:

Managers should secure 24 hours between the last guest exit and the next entry. For those not able to wait 24 hours, staff should follow all PPE best practices before entering each property.

Airbnb:

Geared for hosts who may not have the necessary resources and products to commit to enhanced protocols, Airbnb’s ‘Booking Buffer Program’ uses a tool to automatically block reservations with 72-hour wait in between stays. For those that commit to Airbnb’s ‘Operational Cleaning Protocol Program’, Airbnb recommends holding a 24-hour wait in between stays (Airbnb plans to share more details about their ‘Cleaning Protocol Program’ in the coming days).

Vrbo:

Managers may want to reconsider scheduling back-to-back stays. If management chooses not to leave the property vacant for a full 24 hours before a clean is done, housekeepers should wait three hours before entering a property after each guest leaves.

AHLA:

No guidance on waiting periods on a hotel room in between normal guest stays. If there is a presumptive case of COVID-19, the affected guest room should be taken out of service until it has been cleaned and disinfected with EPA approved products and in accordance with CDC guidelines.

Marriott & Wynn:

No guidance on waiting periods on a hotel room in between normal guest stays. Both Marriott and Wynn hotels will apply an indefinite waiting period and room recovery process for rooms where a prior guest has a presumptive case of COVID-19.

Hilton:

No guidance on waiting periods on a hotel room in between normal guest stays. For rooms that were occupied by medical staff, housekeepers should wait three full days before entering the premises.

Breezeway's Take:

We advise that professional operators with existing internal housekeeping protocols and quality assurance standards review their procedures and ensure they are following WHO and CDC guidelines to effectively clean and disinfect homes prior to the next guest’s arrival. Take extra precaution and the necessary time between stays to comply with these guidelines, your enhanced cleaning processes, and workforce safety. Remove homes from service if there is a presumptive case of COVID-19 or other safety issue. Another reason cited is to  lower the likelihood of active bacteria on high-touch surfaces. One research aticle from  the New England Journal of Medicine, reported active virus droplets up to three hours in the air, four hours on copper surfaces, 24 hours on cardboard, and 48 - 72 hours on plastic and stainless steel. The CDC has recently clarified it’s guidance on the transfer via surfaces, noting COVID-19 can 'possibly' be spread on surfaces and objects though it is mainly transmitted person to person.


 

Cleanliness & Sanitation

Following the COVID-19 pandemic, 66% of vacation rental property managers feel that cleanliness and safety will be the most important guest consideration at booking (beating out location, price, amenities, and services). In fact, 99% of the professional rental operators we surveyed plan on making some sort of change to their property care programs, even if this is just adding more verification of the work completed. But figuring out exactly how to upgrade your programs to meet higher standards is the question on everyone's mind. So which solutions – from updating housekeeping checklists and requirements to using disinfectant sprayers and foggers – are recommended by the leading vacation rental and hotel associations and operators?

VRMA/VRHP:

Managers should follow EPA guidelines for approved products and should wear masks and gloves when at the property. Extra cleaning time should be added to turnover timeframes, and all major surfaces and high-touch areas should be cleaned prior to being disinfected. All linens and bedding should be professionally cleaned at the correct temperature with correct chemical chemistry.

Airbnb:

Airbnb plans on rolling out a 40-page ‘Optional Cleaning Protocol Program’ for hosts to access during cleans. The document will include step-by-step cleaning guidelines that cover recommended supplies, sanitization techniques, room-by-room instructions, and more.

Vrbo:

Recommends that cleaning equipment be cleaned and disinfected before and after each use. Surfaces should be first be cleaned with water and detergent for 3-5 minutes, and then rinsed, dried and wiped down. Surfaces should then be disinfected using EPA-registered products following the manufacturer’s instructions. Give extra focus to high-touch areas, and clean and dry all linens at high temperatures.

Vacasa:

After the home is cleaned (using standard cleaning products), both hard and soft surfaces will be treated with hospital grade EPA-approved disinfectants. Vacasa will focus on sanitizing high-touch areas, and staff will keep windows open during cleans. Linens will be washed at high temperatures.

AHLA:

Follow CDC guidelines with frequent handwashing and use of hand sanitizer. Frequently clean and disinfect high-touch surfaces with EPA-approved disinfectants. Wash linens, towels, and laundry in accordance with CDC guidelines.

Marriott:

Rooms are thoroughly treated and cleaned using electrostatic sprayers with hospital-grade disinfectants after guests depart and before the next guest arrives. Marriott will increase the frequency of cleaning public spaces and high-touch areas.

Wynn:

All linen laundry will be changed daily in each guest’s room using single use sealed bags. Lines will be washed at a high temperature and in accordance with CDC guidelines.

Hilton:

Extra disinfection and sanitization of high-touch surfaces using electrostatic sprayers and ultraviolet light. Official room seal will be used for rooms that have not been accessed after a deep cleaning. 

Breezeway's Take:

We recommend reinforcing comprehensive cleaning protocols between each stay that adhere to guidance issued by the CDC, WHO, and state/local regulations, including all staff wearing PPE. We advise that operators follow EPA recommendations for approved disinfecting products and solutions, paying particular attention to EPA guidance on time needed for effective application of disinfectants. Furthermore, we recommend cleaning all linens, towels and laundry at a commercial-grade laundry facility and in accordance with CDC guidelines.

 


 

Workforce Safety & Staff Management

Vacation rental operators have a responsibility to keep their employees and contractors healthy and safe, particularly now as we return to work amidst COVID-19. There are simple and effective precautionary steps that rental operators can take. Let’s take a look at the measures leading associations and operators are taking to educate and protect their staff.

VRMA/VRHP:

All staff should complete the OSHA Hazard Communication Program, including training in cleaning techniques, security, and usage/disposal of PPE. If multiple staff members are simultaneously at a property, they should adhere to social distancing guidelines.

Airbnb:

Airbnb’s cleaning protocol will include a wait time for staff to enter the property once guests have left.

Vrbo:

PPE should be provided for staff (masks, gloves, shoe covers, and reusable eye protection), as well as training on proper use/disposal. Cleaning staff should also be trained on how to use cleaning, disinfecting, and chemical products. Staff should be encouraged to avoid touching their face as much as possible, and practice hand hygiene.

Vacasa:

PPE will be provided to staff (gloves and masks). Only one staff member is allowed in a property at a time. Housekeeping staff will be required to complete in person and online training on proper cleaning procedures.

AHLA:

All employees should receive training on COVID-19 safety, facility sanitation, and PPE use/disposal. Staff should have regular access to hand sanitizer, and shared equipment will be disinfected. Employees should adhere to social distancing guidelines by using every other workstation, and will utilize technology to limit interaction with guests.

Marriott:

Marriott is starting an ‘international communications hub’ to share latest news and information for staff to be best prepared to respond to COVID-19. Employees will have access to training, PPE, hand sanitizer, and partitions at workstations.

Wynn:

Upon entrance, employees will have their temperature checked with a thermal camera. Employees will have access to PPE and hand sanitizer, and will be expected to adhere to social distancing protocols. Employees will be responsible for frequent hand washing (every 60 minutes).

Hilton:

Staff will be provided with PPE and extra training.

Breezeway's Take:

We advise operators to provide comprehensive OSHA training to all employees and ensure the same for vendors and service providers, including detailed cleanliness and disinfection protocols, staff and guest safety procedures, and regular updates on CDC and state guidelines. Pay particular attention to the safety guidelines for EPA approved disinfectant and sanitizers and consider the health implications for staff in the application of these products in a residential context.

 


 

Guest Safety & Communication

Based on our industry-wide property operations survey, 95% of professional vacation rental operators plan on implementing changes to help guests feel more confident in the safety of their rentals. This includes communicating with guests before arrival and throughout the stay on safety and health protocols, providing disinfectant and additional cleaning products for guests to use at the property after check-in, and including a physical description / cleaning card at the property that details housekeeping procedures. Below are what we’ve seen the industry recommend thus far.

VRMA/VRHP:

Managers should create a resource center on their website for guests to see how you’re handling COVID-19 (include this information on property listings). Managers should offer remote check-in for guests 18-24 hours after the property was cleaned and inspected. Managers should communicate that some mid-stay requests might not be fulfilled, and in the event of an essential maintenance issue, guests will leave the property while staff members are present.

Airbnb:

Guests will be able to identify during the booking process whether hosts have implemented Airbnb’s COVID-19 prevention programs.

Vrbo:

Guests should be provided with sanitizer and antibacterial soap, cleaning/disinfecting products, and PPE at each property. Managers and owners should help maintain social distancing protocol during check-in/check-out though a contactless option, and limit face-to-face interactions when possible. Guests should be encouraged to minimize non-essential interactions at the property (maintenance requests, non-guests). Listings on Vrbo will reflect new cleaning protocols under structured amenities, property description, property information booklet, and other signage.

Vacasa:

Non-essential maintenance will be addressed after the stay is over. If there is an essential maintenance issue, guests will need to either leave the property, or go in a different room while staff members are present.

AHLA:

Mid-stay services should be modified to ensure guest safety. Room service should be transitioned to contactless, buffets limited, guests offered ‘grab & go’ prepackaged food items, and housekeeping discouraged from entering a guest room during a stay (unless requested to). Guests will need to adhere to social distancing protocols, and areas should be clearly marked to help keep a 6-foot distance.

Marriott:

Guests will have access to hand sanitizer and disinfecting wipes throughout their stay and will be reminded to adhere to social distancing protocol through signage. Guests will be able check-in, access their rooms, and order contactless room service through their mobile devices.

Wynn:

Guests will be greeted by a security officer for a temperature reading with a thermal camera. Once screening is completed, they will receive an amenity bag with a mask, hand sanitizer, a COVID-19 awareness card, and disinfecting wipes. Guests will have access to hand sanitizer throughout the property and will be advised to practice social distancing. Valet, shoeshine service, and self-serve ice machines will be suspended, but guests will be able to order contactless room service.

Hilton:

Guests will have digital room keys and will be able to check-in and check-out using the mobile app. Disinfecting stations will be available, and all reusable collateral will be removed from guests’ rooms and transitioned to a digital platform.

Breezeway's Take:

We recommend that vacation rental operators communicate with guests before arrival and throughout the stay regarding safety and health protocols. This includes sharing  steps to help ensure guest safety like remote check-in/check-out, reminders to practice social distancing while outside the rental property, the location of healthcare facilities and test centers, and information on local curfews, restrictions, and closures.

 


 

Conclusion

Preparing safe and high-quality vacation rental experiences requires professional attention that extends beyond cleaning and sanitation to quality assurance, smart communication, concierge service, maintenance and reporting. When reviewing and creating operations standards, we recommend that vacation rental operators think about comprehensive procedures that ensure a professional level of hospitality experience. Doing so requires not only customizing operating standards for your business, but importantly monitoring ongoing compliance with cleanliness and safety standards. This includes inspections and review of property preparation and care to ensure compliance with procedures, performing routine preventative maintenance and actively managing the overall health, safety and quality of each property. 

Lastly, operators should consider an internal system of record to track and verify compliance with cleaning protocols, safety and property care. This provides the ability to monitor staff and service provider interactions with property and guests, and share detailed records externally as necessary.

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