When Rentals Go Wrong 

Before You Book

1. The vacation rental isn’t legitimate

A beautiful property at an unusually low price can be hard to resist. Unfortunately, photographs and listing descriptions can be copied, websites can be imitated, and a convincing person may still have no authority to rent the home.

Before sending money, look beyond the listing itself. How long has the property been operating? Does it have an established website, genuine reviews or a consistent presence on more than one reputable site? Do the host’s name, contact information, property address and payment instructions make sense together?

Booking directly with an owner can be safe and may offer worthwhile savings, but verify who you are dealing with. Contact the owner through a phone number or email address found independently, ask questions about the home, and be cautious if you are pressured to pay quickly or through an unusual method.

2. You've agreed to house rules that don’t work for your group

House rules can affect far more than taking out the garbage. They may cover pets, visitors, smoking, children, parking, outdoor areas, hot-tub or quiet hours, minimum renter age and how the property may be used. Not every group is suited to every accommodation. Find one that fits you rather than assuming that anything goes once you've booked. 

Read those important rules before signing an agreement or making a payment that may be non-refundable. If you are planning a birthday dinner, inviting friends who are staying elsewhere or booking on someone else’s behalf, confirm that your plans are permitted. 

Do not rely on the absence of a rule to mean it is permitted; ask to see the complete rental terms before you commit. Not taking the time to make yourself aware of the rules doesn't absolve you.

You'll find it's much easier to check policies when booking the property that works for you than to discover afterward that your plans are not allowed.

3. Local bylaws affect your stay... and your host

Vacation rentals may be subject to municipal or resort rules as well as the host’s own policies. Limits on overnight guests, vehicles, street parking, noise and use of outdoor spaces may be strictly enforced. 

Your host should make you aware of bylaw restrictions that apply to the property. They're telling you to ensure your stay goes smoothly... don't ignore them. A violation could lead to a fine, vehicle towing or other consequences. Your actions may also have serious consequences for your host.

Having to deal with bylaw issues during your stay will put a damper on your experience.

Organizers should make sure everyone in their group receives relavent information. For example, you may understand the five-vehicle limit, but when another guest arrives thinking there's ample room for their car, bylaws won't consider it their problem that someone was unaware of the limitation.

Pinetree Host Tip: help ensure your stay goes smoothly... KNOW before you arrive. Ensure EVERYONE is aware. OBEY the bylaws.

4. The property isn’t quite what the listing led you to expect

The last thing you want is to arrive at your destination and realize it falls short of your expectations. After all your planning - what went wrong? Listings often include descriptions that are open to interpretation: 

• “Steps from the village” might describe a short, level stroll at one property and a longer uphill walk at another. 

• “Private” may refer to the entrance or area you're booking, rather than exclusive use of the entire property.

• “Ski-in/ski-out” confirms that ski access doesn't require transportation - but it might not define the difficulty of the route or whether it is suitable for everyone in your group.

• "Room for everyone" is very general - check that it is true for you.

You can help to avoid disappointment on arrival by being mindful during the planning stage. Look closely at the photographs and captions... pay attention to where people will actually eat, relax and sleep. Review floor plans and read comments made by previous guests. Check maps for actual distances. 

If a feature is important enough that you would not book without it, confirm the details in writing rather than relying on an impression or subjective descriptions.

5. “Sleeps 12” doesn’t mean 12 beds suitable for your group

What happens when you arrive to your destination only to find that, while the place can sleep you all, the bedding arrangement isn't ideal? 

Listings state how many people a property will accommodate - look further into where those people will sleep. Most times you'll find the information is already noted. Groups come in all sorts of configurations - couples sharing beds, kids that like to share a room, singles wanting their own space, family units, parents with infants, and often a combination of these. 

Sleeping arragements can vary just as much. Look for: 

• how many beds there are, and their sizes,

• whether sofa beds are in private rooms or shared living areas,

• whether bunk beds are sturdy enough for adults, or meant just for kids, 

• where temporary beds can be located, 

• if others will need to go through your bedroom to use an ensuite bathroom,

• how much privacy each option provides.

Allocate who will sleep where before booking so you can feel confident there is a configuration that works well for your travel group. A property that can technically sleep everyone can still be the wrong fit.

Pinetree Host Tip: there's something satisfying about arriving to your destination knowing which room you'll be sleeping in, heading straight there and settling in.

6. The final price is higher than expected

The nightly rate shown in search results is just one part of your final cost. Cleaning, booking, management, resort, pets, parking - on or off-site, extra-person and payment-processing fees may not all appear until you enter your dates and guest count and get to the final stage of booking. 

Different properties and booking platforms present these changes in different ways. A fee included in the displayed price on one site may not be added until check-out on another.

Compare the complete total rather than the advertised nightly price. Various booking platforms can include extra fees at any stage. One may include booking fees in the nightly price and another doesn't add it until you complete your booking. Confirm what is included, which charges are refundable and whether other items not specifically noted  — such as parking or baby equipment — cost extra.

Pinetree Host Tip: Read our insider article that digs deeper into this - written by a seasoned host.

7. Your plans change and the payment is non-refundable

Illness, family emergencies, flight changes and alterations in group size can happen after the property has been booked.

Cancellation policies vary considerably between properties and booking platforms. They may be particularly firm for a large home or popular dates, which can be difficult to rebook at short notice.

Read the cancellation policy before reserving and find out: 

• Whether your refund changes as the arrival date approaches. 

• Is the property capable of offering flexible stay options if your group becomes smaller or larger? 

• Will any money be refunded if the dates are rebooked? 

• Whether changing the dates is ever permitted and, if so, under what conditions?

Check ahead and be aware of the cancellation policies, and what possible options you may have to avoid surprises. Try to firm up your plans before making a reservation, but recognize that some changes are beyond anyone's control.

Pinetree Host Tip: Some booking sites offer trip protection during check-out. When booking direct, consider getting travel cancellation insurance to cover costs you would like to have covered if you must change your plans.

After You Book but Before You Arrive

8. Check that your reservation is actually confirmed

A host and guest may have different perceptions on what confirms a reservation. Maybe you've made an inquiry, had a discussion about dates, and even received a quote. If any of those things lead you to think your reservation is confirmed - make sure your host is on the same page.

Ask the host what must be completed to secure your dates. A seasoned host usually considers a reservation is secure when the agreement has been signed and payment has been made.

Once you have booked, get written confirmation and check that the following details are correct:

• arrival and departure dates;

• number of guests;

• property, suite or rooms included;

• total price;

• payments received and still owing; and

• payment deadlines.

If anything is missing or different from what you expected, sort it out right away.

This process often includes getting written confirmation of your reservation. Check the arrival and departure dates, number of guests, property or rooms included, total price and payment schedule are what you're expecting. If anything is missing or incorrect, sort it out right away.

9. The organizer doesn’t share the important information

The person who books often receives the rental agreement, parking instructions, door code, check-out requirements and emergency contacts. Problems arise when everyone else arrives knowing only the address. One of the biggest mistakes we see organizers make is that they don't pass along the information that everyone needs. That's a recipe for problems.

Arrange in advance for an organized stay — forward the relevant information to each person in your group well before the trip and ask each one to review it. Everyone does not need every administrative detail, but they do need the rules and instructions that affect their actions.

For a large group, it can help to identify a second or third contact who understands the arrangements and can assist if the organizer is unavailable. 

PC Host Tip: Upon arrival, when everyone is settled, go through the rules again with your group to make sure everyone is fully aware of them. If questions arise, contact your host for clarification.

10. You don’t have what you need to check in

Arrival becomes stressful when the address is incomplete, the door code does not work or the only person with the instructions is still several hours away. Remote properties can have weak cell service and unfamiliar roads.

Read the arrival information before setting out to make sure you have what you need to find your destination and access it. Save the information somewhere accessible offline and share them with anyone who may arrive separately. 

Confirm the check-in time, keep the host's contact information handy and do not assume that early access will be available unless it has been specifically approved.

Pinetree Host Tip: we've found that the organizer often arrives later than guests, who don't know how to gain access. For a smooth arrival, always make sure everyone has the information required before they travel. Ask them not to arrive before the arranged time.

When You Arrive

11. The check-in time doesn't work with your plans, or the property isn’t ready

Make sure you know the official check-in time when finalizing your travel plans, particularly if you are coordinating several vehicles or guests arriving separately. Working out your plans well in advance plays a big part for a smooth arrival.

During busy seasons, same-day turnovers are common. Perhaps you're used to hotels that may accommodate the "first available room", but preparing an entire property with multiple bedrooms, bathrooms and living areas is different - it needs time to be done well. Arriving even a few minutes early can be stressful to the cleaners when they're focused on the house being ready at a particular time.

Unless an earlier time has been specifically confirmed, plan for everyone to arrive at (or after) the stated check-in time. 

If the scheduled check-in time creates a problem, work with your host. Many will try to accommodate special requests when possible. Discuss your flight or travel plans well in advance to see if they can be accommodated - travellers that fail to do this may find they need to come up with "Plan B" on the spot. Be mindful that a host may not be able to respond during turnovers: 

If a change isn't possible, ask your host for suggestions or helpful tips. 

• Is luggage drop available? 

• Can you park your vehicle early during a turnover? If not, where can you park?

• Can a portion of the house be ready early so you can use the washroom and store items (without disrupting cleaners)?

• Are there suggestions on how to fill your time until the property is ready?

• Arrange to get a text when the house is ready for your entry.

PC Host Experience: One group arrived 15 minutes early, asking to use the washroom. The house was on track to by ready by 4pm, but cleaners re-focused, dealing with people entering the house early with questions. The guests were upset it wasn't ready until 4:10 — not realizing that THEY caused the delay. 

Guests regularly arrive up to an hour early, assuming it's "close enough". Be kind. Avoid disrupting those working to get your stay off to a great start.

Occasionally previous guests leave a mess or cause damage that must be dealt with before the next group can enter. If preparation is running longer than planned, particularly in a large home, a responsible host should keep you updated, and focus on getting the property well prepared rather than rushing through the remaining work.

Pinetree host tip: with today's technology, many homes have unique access codes programmed for specific times. Even if the house is ready, it may not be accessible if you haven't confirmed early access.

12. The property isn’t as clean as expected

Cleanliness can be somewhat subjective, but dirty linens, an unclean bathroom, leftover food or waste, and areas that were clearly missed should be reported promptly. Waiting until after departure can make the problem difficult to verify and removes the host’s opportunity to put it right.

Contact your host as soon as you discover the issue. Be specific about what needs attention and possible resolutions (if any). Depending on the problem, the host may send the cleaner back or arrange another practical solution.

If the issue is serious and the host does not respond, follow the reporting process required by the booking platform. Keep your communication factual and document both the condition and the steps you took to seek help.

13. You can’t reach the host when you need help

A minor issue becomes much more frustrating when you cannot reach someone for help. Before arrival, make sure you know who to contact, which communication method to use and whether there is a different number for urgent issues.

Read through reviews when booking to see if there are any "red flags" about a hosts responsiveness — or positive comments.

For a booking made through a platform, follow its support process if the issue is serious or time-sensitive.

Good communication works both ways. Keep your phone available throughout your stay, and especially after reporting a problem so the host or service person can reach you with questions or instructions.

14. Something outside the property affects your stay

Road closures, wildfire smoke, severe weather, construction, and neighbouring properties can all affect a vacation. Some can be anticipated; others develop with little warning and may be beyond both the guest’s and the host’s control.

Research normal seasonal conditions and check reliable local sources before travelling. If you're driving, check maps for construction or access issues when they would affect your plans. For mountain destinations, confirm whether winter tires or chains may be needed in winter and whether the activities you're planning depend on weather or resort operations.

If conditions change, stay in contact with the host and the relevant travel providers. 

The rental’s cancellation policy may still apply when roads are accessible and the accommodation is available, even when your preferred activities are not. This is another reason to consider suitable travel insurance; or, find other fun alternative things to do and refocus your trip - sometimes the most memorable times happen when things don't go as expected.

A Little Preparation Can Prevent a Big Disappointment

No host can promise that nothing unexpected will happen, and no guest can anticipate every change. What both hosts and guests can do is to be fully aware, communicate clearly, ask questions and address concerns early on to prepare in advance for a smooth stay.

Before booking, confirm the details that matter most to your group. Read the rules and cancellation terms, verify who you are paying, and make sure the property genuiney suits the vacation you have planned. 

Before travelling, share the information with everyone in your group and keep instructions and contact details handy. Go through the rules again on arrival. If something is not quite right during your stay, report it right away and give your host an opportunity to help.

Most vacation-rental stays unfold exactly as hoped. A little preparation makes that more likely — and puts you in a much better position if something does go sideways.