Your Guests Are in Good Hands

Your guests are in good hands

Their vacation is our full-time job and has all of our attention

We take vacations seriously. Your guests deserve attentive care and 24/7 support, and our local management and central support teams ensure they receive it. We manage every aspect of the guest experience and communications—from booking to check-out and everything in between. Read on to learn all about the guest experience at 10 Stars property management LLC

Planning their trip

Booking the perfect property

Our goal is to help every guest find the right property for them, and to avoid any unwelcome surprises. We photograph your home thoroughly, write a compelling description, and complete a 3D virtual tour so guests can explore every corner before they book. This transparency means that guests know exactly what to expect, which leads to a better experience and better reviews for your home.

If guests still have questions about reserving your home, our reservation specialists are available 24/7 to answer phone calls and emails—and convert inquiries into bookings.

Guests can book your property online or over the phone, and must agree to our rental terms for every reservation (including our strict no-party policy). If your home has additional specific terms—like HOA restrictions on quiet hours or parking—we can add those to your listing’s reservation requirements.

Guest communications

We have a robust series of email communications to help guests get to your home, get inside, online home manuals, recommendations to restaurants & shops near by and get online as easily as possible.

During their stay

Check-in

Whenever possible, we utilize lock boxes for self check-in—and better yet, we encourage you to invest in smart lock hardware for a more seamless, secure check-in experience.

We do ask 10 Stars property management to provide lighted address signage to make it easy for guests arriving at night. (You can contact your local manager to add lighted signage if you don’t have it already.)

Supplies

Your guests will always receive a starter kit of toiletries, paper products, and basic cleaning supplies for their stay. We provide, at no added cost to you:

Shampoo, conditioner, and wrapped bar soap for each full bathroom
Hand washing soap for each bathroom and kitchen
Paper towels and toilet paper
Laundry detergent
New dish sponge, dishwashing liquid, and dishwasher detergent
All-purpose cleaner
Pet-friendly homes will also receive a pet bowl and pet baggies

24/7 customer care

Our Customer Experience team is staffed 24 hours a day, seven days a week, to answer all guest phone calls and emails. If a guest needs help on the ground, we’ll connect them directly with your home’s local manager for support—and we always have a backup contact available, just in case.

After they check out

Reviews

We actively solicit positive reviews, respond to negative ones, and work with you to address concerns that may lower your guest ratings—and as a consequence, your bookings. Learn more about how we optimize your reviews.

Remarketing

We know that many guests come back to the same home year after year, so we use email remarketing to invite them to rebook yours at a few key intervals after their reservation.

Just in case…

Security and damages

Your home’s security is our top priority. We use automated detection and manual screening to identify potentially problematic guests. Learn more about how we keep your home safe.

Cancellation

We understand that sometimes plans change, so we want to give guests as much flexibility as possible. Our worry-free booking policy includes options for guests to change their trip, cancel for a refund, or cancel for a Future Stay Credit they can use for a new trip later. Read the full policy >

Travel insurance

Another benefit we’re providing is a new travel insurance product through Red Sky, a driving force in the vacation rental insurance industry. Through Red Sky, we offer guests an exclusive package for coverage when trips don’t go as planned, due to events like illness, death in the family, natural disasters, or flight interruptions. Guests who purchase travel insurance can receive a refund for their trip—and as the homeowner, you’ll still be paid for all nights of their reservation (so it’s a great benefit for you as well).

Review our guest policies and products in more detail at the Support page on 10starshomes.com. If you have questions about guest experience at 10 Stars, reach out to your local manager.

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