47% of renters have chosen, or seriously considered choosing, a less ideal rental simply because it was easier to tour.
For most of housing’s history, renters picked their next home by weighing the same familiar tradeoffs: location, layout, price, the kitchen, the neighbors. In 2026, a quiet new variable has moved higher on that list: how easy it is to schedule and complete a tour.
Rental search has become a digital-first experience. Renters compare listings, prices, neighborhoods, photos, reviews, amenities, and availability from their phones. But when they are ready to see a home in person, the process can still become manual and slow. A renter may have to call, email, wait for a response, repeat the same information, work around office hours, and coordinate with a leasing agent before they can make a decision.
About the Rently 2026 Renter Touring Expectations Report
The Rently 2026 Renter Touring Expectations Report explores how tour scheduling and tour format shape renter behavior, including what causes renters to lose interest in a property, how the tour process affects perceptions of management, and what renters want from rental tour technology.
In May 2026, Rently partnered with the third-party survey platform Pollfish to conduct an online survey of 800 U.S. renters aged 18+ who had tried to schedule or attend a tour for a rental home or apartment in the previous 18 months.
Key Findings: How Tour Friction Shapes Renter Behavior
- 47% of renters have chosen, or seriously considered choosing, a less ideal rental simply because it was easier to tour.
- Only 12% of renters say tour convenience would not affect their rental decision.
- 68% of renters have lost interest in a rental because scheduling a tour was too difficult.
- 88% of renters say a disorganized tour process changes their view of the property itself.
- 42% of renters prefer a self-guided tour as their first step, more than any other tour format.
- 57% of renters still want a person available to answer questions about fees, rent, or lease terms.
Tour Convenience Is Now Part of the Rental Decision
47% of renters have chosen or seriously considered settling for an easier-to-tour rental
Nearly half (47%) of renters say they have either chosen, or seriously considered choosing, a less ideal rental simply because it was easier to tour. Only 12% say tour convenience would not affect their decision.
The pattern appears sharpest among Gen Z renters, where 67% have either chosen a worse rental or seriously considered one because it was easier to tour.
Scheduling difficulty is a major reason renters move on. 68% have lost interest in a rental because scheduling the tour was too difficult. Only 9% say they’ve never been deterred.
Slow Tour Responses Can Cost Properties Renter Interest
Renter leads go cold fast. The leasing team that responds first typically wins. Studies show that a 30-minute delay in response reduces renter engagement likelihood from 40% to just 10%. In this survey, 78% of renters say they would move on within three days if a leasing office did not respond, and only 14% would wait as long as needed if they really liked the rental.
A slow response not only delays the tour but can give another property time to win the renter’s attention first.
A Disorganized Tour Process Can Undermine Trust
88% of renters say a disorganized tour process changes their view of the property itself.
A disorganized tour process can change how renters view the property, the management team, and what living there might be like.
When the tour process is disorganized, 56% of renters assume management may be disorganized. 40% expect communication to be frustrating. 39% assume the property may not be well-maintained. 32% expect maintenance to be slow. Only 12% say they would separate the tour experience from their opinion of the property.
Online Tour Booking Has Become a Listing-Level Trust Signal
When a listing does not offer online tour booking, many begin drawing conclusions about the rental before they ever reach out. 48% of renters assume the rental may already be unavailable, 40% assume the leasing process is outdated, 36% say the listing feels less trustworthy, and 31% expect the property manager to be hard to reach. Only 13% say it would not affect their opinion.
Responsiveness is another trust signal. 27% of renters say no response after a tour request is the clearest sign that a property manager does not respect their time. Other top signals include a rushed or unprepared leasing agent (19%), a last-minute cancellation (18%), and being shown a unit that is not actually available (18%).
“We once scheduled a rental tour, and the leasing agent just didn’t show up. Another time, the agent showed up late and flustered and then knew nothing about the property. She wasn’t sure how to turn the stove on or if it was gas or electric, basic things!” — Survey Respondent
Rental Tour Scheduling Still Feels Too Manual
31% of renters say booking a flight is easier than scheduling a rental tour.
Tour Scheduling Falls Behind Everyday Online Booking
Renters compare rental touring to the other booking experiences they use every day. More than half (56%) say ordering groceries for delivery is easier than scheduling a rental tour. 50% say booking a restaurant reservation is easier.
Even more complex or traditionally frustrating tasks often fare better. 31% say booking a flight is easier than scheduling a rental tour. 28% say buying concert or event tickets is easier. 14% say making a DMV or government office appointment is easier. Only 6% say none of the tested tasks feel easier than scheduling a rental tour.
Calls, Emails, and Manual Confirmations Create Leasing Friction
The most common scheduling frustrations are manual steps. 22% of renters say the process feels outdated because they have to call or email instead of booking online. Another 22% point to waiting for someone to confirm a time. 16% say they have to share the same information more than once. 15% say they cannot see available tour times upfront.
Renters can book a flight, reserve a table, order groceries, or buy concert tickets without waiting for a manual confirmation. Scheduling a rental tour often still depends on someone calling or emailing them back.
Renters Want More Room to Evaluate the Space
57% of renters admit to acting more interested during a rental tour than they really were to avoid an awkward interaction.
Choosing a home is personal, and many renters want time to look closely, react honestly, and talk through the space without feeling like they are being observed.
“Sometimes having the ‘outside’ person there ruins the immersion and tends to affect my reactions and how I feel about everything.” — Survey Respondent
During agent-led tours, 38% of renters cite feeling watched while looking around as a source of tension. 32% cite being forced to listen to a sales pitch. 25% say they feel most awkward pretending to be more interested than they really are. Others feel uncomfortable calling out things they do not like (18%) or asking direct questions about fees or problems (17%). Only 13% say agent-led tours do not feel awkward to them.
“I once had a touring agent who followed me around way too closely and rambled on for insane amounts of time about plates that were ‘included’ with the rental… They were cheap plastic plates from the dollar store. There were only two. I did not understand why this was a selling point.”— Survey Respondent
Tour Tension Can Make Renter Feedback Harder to Read
57% of renters say they have acted more interested during a rental tour than they really were to avoid an awkward interaction with the agent. Only 17% say they are consistently honest when they are not interested.
“I remember I went for a tour, and the agent would not stop asking me non-stop pressure questions, like when do you want to move in, what kind of furniture do you have, and can you afford this place. It was just like a job interview. It was way too much, and I already lost my interest.” — Survey Respondent
Self-Guided Tours Are Becoming Renters’ Preferred First Step
64% of renters want to skip the human interaction entirely for their first tour.
When asked how they would prefer to first see a rental, self-guided tours come out ahead of every other option.
42% of renters prefer a self-guided tour they can take on their own schedule. 30% prefer a tour with a leasing agent, 14% prefer a live virtual tour, and 8% prefer a recorded video tour. Taken together, self-guided, live virtual, and recorded video tours account for 64% of renters who would prefer a first tour that does not start with an agent-led walk-through.
41% say the biggest advantage of a self-guided tour is being able to take their time looking around, 35% point to touring on their own schedule, and 32% say it helps them avoid feeling pressured. Others say they value being able to bring someone with them and talk freely, avoid waiting for an agent, or tour outside business hours.
Self-Guided Tours Still Need Structure and Support
Flexibility still has to come with structure. Renters want practical safeguards that make a self-guided tour feel secure and easy to follow. That includes confirmation that the listing is legitimate, clear instructions before they arrive, secure access that only works during the tour, support if something goes wrong, identity verification before entry, and clear lock-up instructions.
“I remember going to a rental property that was an hour-and-a-half drive away. Once I got to the property, the instructions for accessing it were wrong, and I couldn’t get in. I called the support number, but couldn’t get any help. It was a wasted trip, and I was so upset about it.” — Survey Respondent
Even as renters show a strong preference for more self-directed tour options, 57% still want a person available to answer questions about rent, fees, or lease terms. Renters want the ability to see a property on their own schedule, in the format that works best for them, while still having access to a person when they need help with specific questions or when something goes wrong.
“When renters are willing to compromise on the home itself because another property is easier to tour, that’s a clear signal that the leasing process is influencing demand. Tour friction shapes which properties renters consider, which ones they abandon, and which ones ultimately win their attention.
The next phase of rental touring should be built around flexibility, trust, and better use of leasing teams’ time. Renters want the ability to see a home on their own schedule, with confidence that the listing is real, the entry instructions are clear and reliable, and support is available when they need it. When the tour works that way, renters get a better experience and leasing teams get more time for the conversations that matter most: fees, lease terms, next steps, and helping renters feel confident enough to move forward.”
— Merrick Lackner, CEO, Rently
Frequently Asked Questions About Rental Tours and Tour Scheduling
Would renters choose a less ideal rental if it were easier to tour?
Some would. According to the Rently 2026 Renter Touring Expectations Report, 47% of renters have chosen, or seriously considered choosing, a less ideal rental simply because it was easier to tour. Only 12% say tour convenience would not affect their rental decision.
How many renters lose interest because scheduling a tour is difficult?
68% of renters have lost interest in a rental because scheduling the tour was too difficult. Only 9% say they have never been deterred by a difficult tour-scheduling process.
How long will renters wait for a leasing office to respond?
Most renters will not wait long before moving on. 78% of renters say they would move on within three days if a leasing office did not respond. Only 14% would wait as long as needed if they really liked the rental.
Is it a red flag if a rental listing does not offer online tour booking?
For many renters, yes. When a listing does not offer online tour booking, 48% assume the rental may already be unavailable, 40% assume the leasing process is outdated, 36% say the listing feels less trustworthy, and 31% expect the property manager to be hard to reach.
What makes a rental tour feel disorganized?
Renters associate a disorganized tour process with poor communication, slow maintenance and disorganized management. When the tour process is disorganized, 56% of renters assume management may be disorganized, 40% expect communication to be frustrating, 39% assume the property may not be well maintained, and 32% expect maintenance to be slow.
What is a self-guided tour?
A self-guided tour lets a renter view a rental property without an agent leading the walk-through in person. In Rently’s survey, 42% of renters preferred a self-guided tour as their first tour format, more than any other option tested.
How do self-guided tours work?
Self-guided tours typically rely on scheduled access, clear instructions, identity verification and secure entry during the approved tour window. Rently’s survey found that renters want practical safeguards for self-guided tours, including confirmation that the listing is legitimate, clear arrival instructions, secure access that only works during the tour, support if something goes wrong, identity verification before entry and clear lock-up instructions.
Do renters still want leasing agents involved in the tour process?
Yes. Renters want more flexible tour options, but many still want access to human support. 57% of renters still want a person available to answer questions about rent, fees or lease terms.
How Property Teams Can Respond
The data shows where tour friction tends to appear: scheduling, access, instructions, follow-up and support. For property teams, the next step is identifying which part of the tour process creates the most drop-off and modernizing that touchpoint first.
Rently helps leasing teams make that process easier to manage, from online scheduling and self-guided touring to secure access and leasing automation. Learn more about how Rently’s Resident Lifecycle Management Platform streamlines leasing.
Survey Methodology
The Rently 2026 Renter Touring Expectations Survey was conducted in May 2026 via Pollfish among 800 U.S. renters ages 18+ who had tried to schedule or attend a tour for a rental home or apartment in the previous 18 months.
