In the hospitality space, successful businesses build their operations around guest satisfaction. By putting the ‘guest experience’ at the forefront, operators can secure more 5-star reviews and repeat guests.
Especially in today’s climate, where travellers are prioritizing experiential tourism, short-term rental operators need to up their game.
Combining personal touches with attention to detail is a great way of enhancing the guest experience:
Do a meet and greet
If you can, welcome your guests in person when they arrive, or shortly thereafter. It makes their stay a more personal experience, and shows that you care enough to meet them. Plus, this way, you can quickly explain the basics, such as how the coffee machine works and where they can find extra towels.
If greeting guests isn’t feasible, send a short message on the day of check-in, welcoming them to the city and making sure they have everything they need. Send another message before they check out, reminding them of the checkout procedure and wishing them a safe travel.
Provide insider tips
Make life a little easier for your guests by putting together a list of local recommendations for nearby restaurants, trendy bars, coffee shops or hidden gems in the area. Help them discover the city beyond the typical hotspots found on “top 10 tourist attraction” lists. Be sure to include any city-specific information, including typical business hours and road closures. Sometimes guests, especially business travellers, don’t have time to look these things up in advance, so they’ll appreciate your thoughtfulness.
Tell guests how to get around
When travelling to a new city, getting around can be one of the most confusing aspects. How do you get from the airport to the city centre? How much does public transit cost? Should you use a taxi or an Uber?
To ensure your guest doesn’t get lost, create a physical or online guide that details how to get to the city’s most popular spots and biggest transportation hubs. Then, explain to guests how and where to pay for transit so they don’t get discombobulated later on. Finish the guide with some recommendations on how to get around in the evening (if there are regular night buses or if an Uber is a better option.)
Leave welcome gifts
Consider going the extra mile with your guest experience—it always pays off. Try leaving some treats for your guests on the bed or in the kitchen; perhaps some small chocolates or a bottle of wine. Even a nice note is a memorable gesture.
Offer bathroom essentials
With so many people opting to travel light, having bathroom essentials like shampoo and body wash will give you a competitive advantage. Have fresh, fluffy towels waiting for your guests and consider investing in a couple of high-quality bathrobes. This will make them feel extra pampered during their stay.
Stock up your kitchen
Be sure to stock your kitchen with the essentials, including salt, oil, spices, plenty of utensils, good-quality coffee and tea. Even if your guests don’t care to cook, a well-stocked kitchen will certainly leave a good impression.
Give luggage storage options
If you are unable to store your guests’ luggage before check-in or after checkout, give them a few convenient options for luggage storage services. For example, LuggageHero is a luggage storage company with locations throughout Europe and North America that charges $1 or €1 per hour (depending on the country) and never more than $8 or €8 per day.
Be prepared for anything
Think of what unexpected situations your guests might encounter during their stay and be prepared. For example, leave a couple of umbrellas by the door, in case the “five days of sun” weather forecast proves to be wrong or a bottle of laundry stain remover for when cooking turns a bit messy. Last but not least, make sure to have a first aid kit handy and accessible, just to be safe.
These tips were provided to QuickStay by LuggageHero, a luggage storage network in 32 major cities in Europe and North America, providing safe, easy and affordable hourly storage.