The guest experience encompasses all interactions from booking to post-stay. This includes maintaining professionalism during pre-reservation, check-in, the stay itself, and follow-up. Providing information about local attractions, upselling popular services, and catering to guest preferences demonstrates a high level of customer service expertise.
1. Emphasize the food
“Our guests particularly love our personalized breakfast service, featuring fresh fruit, eggs, and local baked goods delivered to their suite each morning.”
Even if you don't offer room service or run a B&B, small touches like a welcome basket of local treats or consistently good coffee can make a great first impression and show guests you're dedicated to their comfort.
2. Respond promptly
A survey on vacation rental trends highlighted the importance of timely communication. Guests expressed a desire for quicker responses and more consistent communication from managers.
With modern technology like Wi-Fi, smartphones, and mobile apps, guest expectations are higher than ever. Consider yourself a virtual concierge: keep your notifications active, your phone ringer on, and be ready to address guest inquiries swiftly to enhance their experience.
3. 5-Star communication
Effective and accessible communication is essential in the hospitality industry. While completing a pre-arrival checklist is important, the true value of excellent customer service, which leads to repeat guests and positive online reviews, lies in proactive and attentive communication.
4. Prioritize guest safety
As a manager, ensuring guest safety is crucial, regardless of the location's weather conditions or crime rates. This involves proactive measures such as sending reminders, investing in additional security, and conducting regular check-ins. These actions are vital not only for the guest's well-being and experience but also for maintaining the integrity and reputation of your property.
5. Provide personalized experiences or recommendations
A comprehensive guidebook with local attractions and recommendations is essential, but to truly enhance your guests' stay, consider offering upsells during booking. Thanks to tools like Viator and modern automation, you can provide options for late check-outs, early check-ins, popular add-ons, and special requests. This not only creates a highly personalized experience for guests but also boosts your revenue, showcasing exceptional service.
6. Focus on small details and over-deliver
The top recommendation for gaining repeat clients and 5-star reviews is to exceed customer service expectations. Ensure accurate advertising to align guest expectations with reality. Prior to arrival, send brochures of local activities to build excitement. Offer additional services like grocery shopping, in-house catering, and on-site gourmet dinners to enhance the guest experience. Provide a welcome gift basket with items such as s'mores, teddy bears, a coffee table book, and a hot homemade pie. These personal touches, including upsells and add-ons, create a memorable stay and lasting impression.
7. Let guests live like locals
Positive reviews and returning guests often result from engaging them in the host's lifestyle and local culture. Travelers are curious about the lives of those living in resort areas. For instance, sharing cultural experiences, playing games during slow times, or exchanging recipes can build lasting friendships. While not every host has a unique location like a Greek island, making guests feel at home by recommending local grocery stores, farm stands, and popular local spots enhances their overall experience.
8. Give an all-inclusive service
The best tip for enhancing guest experience is to fulfill any request from guests without charging extra. Whether it's additional towels, a change of bed linen, special kitchenware, or use of the washing machine, there should be no hesitation in accommodating these needs.
The philosophy behind this approach is that once the rent is paid, every effort is made to keep guests satisfied. This level of service, often unexpected by guests, typically leads to very positive reviews.
Moreover, another effective hosting strategy is to accommodate guests generously. While this might mean forgoing some opportunities for upselling, it can result in repeat guests who appreciate the unmatched customer experience provided by the listing.
9. Provide a locally curated experience
An example from a family-run hotel, the concept focuses on creating a complex of villas with private pools and offering free car rental for the entire stay. Guests are welcomed like family, providing an authentic experience of Greek hospitality passed down through generations.
Upon arrival, guests are greeted with a warm welcome and a complimentary drink. They are given a tour of the property and provided with in-depth knowledge about the island. The gardens feature fruit and olive trees, fresh herbs, Santorinian tomato plants, white eggplants, local cucumbers, and other seasonal vegetables, all available for guests to use in their cooking.
Guests are also introduced to other local products, such as wine, "chloro" goat cheese, fava beans, cherry tomatoes, and homemade sweets. Recommendations are made for sites and villages to visit, great restaurants and taverns serving local food, interesting walks, and much more, tailored to the guests' interests.
The most universal guest experience is deeply localized. Guests seek stays that offer a new perspective, whether it’s to relax in a new climate, savor local cuisine, immerse in a rich culture, or embark on a new adventure. By highlighting local attractions and culture, a memorable experience is created for them.
10. Use a digital guidebook
Utilizing a digital guidebook that provides all the necessary information for guests can significantly enhance their experience. This guidebook can include check-in and check-out details, instructions for using appliances and house features, as well as area recommendations.
Guests can find information on favorite restaurants, bar deals, nearby shopping malls, and grocery stores. During the booking process, guests receive a customized URL, allowing them to access all this information in a well-organized guidebook.
11. Keep a high standard
Here are 10 tips to make researching and booking a vacation rental as seamless as possible:
1. Ensure listings and photos are complete and accurate.
2. Accept reservations securely online or offline with a credit card.
3. Make the property instantly bookable.
4. Keep availability calendars up to date.
5. Respond promptly to questions and inquiries.
6. Provide clear directions to the property and have someone test them before sharing with guests.
7. Install a digital lock with a long battery life.
8. Assign unique codes to guests, vendors, and anyone else needing access, and ensure these codes are time-restricted.
9. Maintain a clean home by hiring excellent cleaners and compensating them fairly. Inspect their work to ensure thoroughness.
10. Restock supplies and prepare the property so guests can enjoy a once-in-a-lifetime trip.
Reviewing listings, checklists, safety measures, the work of vendors and staff, and the overall functionality of the business and properties is always beneficial, even if many of these tips seem obvious or are already in practice.
Final Thoughts
In the vacation rental industry, providing an exceptional guest experience is crucial. Utilizing available tools, such as digital guidebooks, local recommendations, and 24/7 guest communication, enhances guest satisfaction and boosts your revenue. The quality of the guest experience directly influences your business reputation, long-term profitability, and success as a vacation rental professional.