How to turn guests into repeat visitors
In the ever-evolving landscape of holiday lets, where competition is high and guest expectations are constantly on the rise, building and maintaining guest loyalty has become paramount for property owners seeking sustainable success. While attracting new guests is undoubtedly important, nurturing relationships with existing guests and turning them into loyal advocates can significantly impact the bottom line and contribute to long-term business growth.
Repeat visitors not only contribute to a steady stream of revenue but also serve as brand ambassadors who spread positive word-of-mouth, refer new guests, and bolster the reputation of your property.
Loyal, returning guests are more likely to book directly, reducing your reliance on booking channels and increasing profitability.
One of the most effective ways to cultivate guest loyalty is by personalising the guest experience. From the moment a guest expresses interest in your property to the time they check out (and beyond!), personalisation can make a significant difference in how they perceive their stay.
Go the extra mile to welcome guests with thoughtful amenities that cater to their preferences and interests. Whether it’s a bottle of wine, a selection of local snacks, or a handwritten note expressing gratitude for their stay. Making this extra effort sets the tone for a memorable experience.
Communicate with your guests prior to their arrival to find out their reason for visiting. Are they celebrating a birthday, or is it just a weekend treat? Take note of special occasions – consider if it is possible to arrange a surprise cake for delivery, offer a complimentary upgrade or just acknowledging and communicating the occasion creates a deeper connection with your guests.
Always extend the personalisation beyond the guests stay by following up with a personalised thank you. Express your thanks for their visit, inquire about their overall experience and invite them to share feedback or suggestions for improvement. Demonstrate genuine interest in their satisfaction.
TOP TIP: Implement automated emails to send pre-arrival messages, check-in instructions and post-stay follow ups.
Many holiday let owners are investing in smart home technology solutions which allow guests to customise their stay according to their preferences. From smart thermostats and lighting systems to voice-activated assistants and entertainment options, integrating smart technology into your property enhances convenience and personalisation.
Build Emotional Connections with Guests
Building emotional connections with guests is essential for fostering loyalty and encouraging repeat visits.
Be sure that your interactions feel genuine with warmth, hospitality and authenticity. Welcome guests as if they are friends or family, and strive to create a welcoming atmosphere that makes them feel valued and appreciated.
Share the story behind your property and the unique experience it offers. Whether it’s the history of the property, the local community, or the personal journey of the owners, storytelling humanises your brand and creates emotional resonance with guests.
Demonstrate empathy and understanding towards guests’ needs, preferences and concerns. Anticipate their needs, proactively address any issues or challenges, and go above and beyond to ensure their comfort and satisfaction.
It’s a good idea to provide exclusive discounts and offers for returning guests. You may also consider offering repeat guests complimentary upgrades or giving early access to new offers. For example, some home owners provide 10% off your next booking coupon codes in their departure emails.
Pay attention to the little details that contribute to the overall guest experience, from the quality of linens and amenities to the cleanliness and presentation of the property. Strive for excellence in every aspect of your holiday let business, and consistently exceed guests’ expectations to leave a lasting impression.
User-friendly booking process
Streamline the booking process with Bookalet to make it easy, intuitive, and hassle-free for guests to reserve their stay. Optimise your website for mobile devices, provide clear and comprehensive information about your property, and offer flexible booking options to accommodate guests’ preferences and schedules. Remember that transparency is key- so be upfront about about any potential limitations such as parking availability and pet policies, to manage guests’ expectations effectively.
Along with your booking confirmations, provide follow up emails with clear communication regarding next steps. Include important details such as check-in instructions, contact information and any additional information they may need to know such as how to find the bookable or whether to follow the postcode with a sat-nav or not!
TOP TIP: Use what3words to pinpoint the exact location of your property and avoid guests getting lost