Vrbo presented the Built to Stay Report: The Keys to Winning Travel Trust in Vacation Rentals, which highlights the key factors that strengthen travelers’ trust when choosing a short-term rental property. The global survey, conducted by The Harris Poll, was based on responses from more than 1,700 travelers from the United States, Canada, Mexico, the United Kingdom, France, Germany and Australia, who had stayed in a vacation rental property during the last 12 months.
The findings show that, as travelers’ expectations increase, quality is not necessarily identified with luxury. On the contrary, the consistent delivery of essential services has greater value. In an increasingly competitive market, flawless execution of the fundamental elements appears to be more important than adding luxury amenities or unique experiences.
As Tim Rosolio, Vice President of Vacation Rentals Partnerships at Expedia Group, stated, the platform systematically invests in quality and reliability. However, it is the travelers themselves who determine which features have real value. According to him, the survey provides partners with specific guidance on improving quality, strengthening trust and, ultimately, the hospitality experience.
Quality justifies a higher price
Eighty-six percent (86%) of respondents stated that they would pay more for a higher-quality property, a percentage that rises to 92% among Generation Z.
The most important quality indicators for the property itself are:
a) outstanding cleanliness (78%),
b) reliable essential amenities, such as electrical appliances, Wi-Fi and air conditioning (78%),
c) comfortable beds and high-quality bed linen (77%).
At the service level, travelers consider the following to be the most important:
- the host’s immediate response when a problem arises (79%),
- clear and detailed check-in instructions (75%).
In fact, more than half of the respondents (56%) expect the host to respond within one hour or less in the event of a problem during their stay.
Regarding cleanliness, the elements that make the biggest difference are fresh bed linen and clean towels (74%), the absence of unpleasant odors (67%) and spotless bathroom surfaces (66%).
Trust is a decisive factor
Quality may attract a traveler’s interest, but the final decision is influenced by the elements that strengthen the property’s credibility. Eighty-one percent (81%) of respondents stated that they would pay more for a property with stronger trust indicators, while among Generation Z travelers the percentage reaches 88%.
Guest reviews play a central role. Verified reviews (68%) and the overall rating (66%) are considered particularly important, while the recent date of the reviews (64%) and detailed written comments (62%) are also given equal importance.
Pricing transparency influences the final choice
When travelers narrow down their options to a short list, price becomes a decisive factor. The main reasons for abandoning a booking are:
- the total cost is not clearly displayed from the beginning (66%),
- high or unclear cleaning fees (59%),
- additional charges for the use of amenities (49%),
- the lack of sufficient photos of the property’s main areas (48%).
At the same time, offers and discounts can positively influence travelers’ decisions. Ninety-one percent (91%) stated that they take available offers into consideration when booking, as these help them choose between similar properties (45%), encourage the selection of a more expensive property (39%) or even extend their stay (38%).
Methodology
The survey was conducted online by The Harris Poll on behalf of Expedia Group among a sample of 1,758 adults in the United States, Canada, Mexico, the United Kingdom, France, Germany and Australia, who had stayed in a rental property during the last 12 months. The survey was conducted from April 22 to April 24, 2026.
