In this virtual meetup, our panel of experts shared why offering extraordinary guest experiences isn’t just a luxury – it’s a necessity.
Our speakers delved into strategies to enhance your listings to impress, and guided listeners through ways to increase guest satisfaction, leading to improved ratings, repeat bookings and higher profits.
In case you missed it, check out the full recording below!
This summarizes the key takeaways from the meetup, providing actionable strategies to elevate your guest experience and boost your bottom line.
In today’s competitive short-term rental market, offering exceptional guest experiences is no longer a luxury—it’s a necessity. In a recent virtual meetup, Guesty brought together industry experts to discuss strategies for enhancing guest satisfaction, leading to improved ratings, repeat bookings, and higher profits.
Keegan Cotton, Director of Customer Success at Guesty, hosted the session with insightful contributions from our esteemed panelists:
- Tyann Marcink Hammond: Queen of Guest Experience at TouchStay
- Trey Barton: VP of Sales at Xplorie
- Jackie Jedrzejek: Owner/President of Carolina Coast Vacations
Guesty Insights: Data-Driven Opportunities
Kegan kicked off the session by sharing some valuable data insights. Labor Day 2023 saw a 6% increase in bookings compared to 2022 and an 11% increase compared to 2021. However, the average nightly rate (ANR) decreased by 7% compared to the previous year.
Looking ahead to the holiday season, Thanksgiving booking volumes are already 36% higher than in 2022 and 62% higher than in 2021. Christmas booking volumes in the US show a 12% increase compared to 2022 and a 28% increase compared to 2021. Globally, Christmas reservation volume is 5% higher than in 2022 and 26% higher than in 2021.
Despite the increase in bookings, the average nightly rate for the holiday season is seeing a decrease. While Thanksgiving is seeing only a 1% decrease in ANR, Christmas, both in the US and globally, is seeing a more significant drop. US reservations are costing 15% less compared to last year and 26% less compared to 2021. Globally, Christmas reservations are predicted to cost 8% less than in 2022 and a staggering 58% less than in 2021.
These insights highlight the importance of balancing booking volume with ANR. Property managers need to adopt strategies that not only attract more guests but also enhance the overall value of their offerings to maximize revenue.
Actionable Takeaways for Elevating Guest Experience
A. Prioritize Proactive Communication
As Diane emphasized, effective communication is key to setting the stage for a memorable guest experience. Don’t wait for guests to reach out with questions; anticipate their needs and provide information upfront.
- Share information in multiple formats (e.g., email, SMS, digital guidebooks) to accommodate different learning styles.
- Communicate at various intervals before, during, and after the stay to maintain engagement.
- Consider a “21 touches” approach, as Diane suggested, to build anticipation and trust.
B. Embrace Digital Guidebooks
Diane highlighted the benefits of using digital guidebooks to offer a branded and informative welcome experience.
- Include essential property details, such as directions, check-in/check-out procedures, and house rules.
- Provide local recommendations, including restaurants, attractions, and insider tips.
- Highlight important amenities and how to use them.
Digital guidebooks not only reduce repetitive inquiries and save staff time but also increase guest satisfaction by providing a convenient and comprehensive resource.
Touch Stay offers digital guidebooks that seamlessly integrate with Guesty, allowing you to create a personalized and engaging experience for your guests.
C. Personalize with Data
Kegan stressed the importance of leveraging data to personalize the guest experience.
- Use Guesty’s CRM to gather and manage guest data.
- Understand guests’ booking motivations and preferred activities to tailor offerings.
- Use insights to target marketing efforts and customize communications for repeat bookings.
By leveraging data effectively, you can create a more personalized and memorable experience for each guest, leading to increased loyalty and higher revenue.
Guesty CRM empowers property managers to collect and manage guest data, driving more repeat business and improving guest experiences.
D. Leverage Local Activities
Trey emphasized the value of integrating local activities into the guest experience.
- Partner with services like Explory to offer free or discounted tickets to local attractions.
- Highlight these amenities on OTAs and your direct website to attract guests seeking added value.
By providing access to unique and memorable experiences, you can differentiate your listings and attract more bookings.
E. Focus on Small Touches
Jackie shared her approach of adding small, thoughtful amenities to create a welcoming atmosphere.
- Include welcome bags with local treats, sunglasses, and essential supplies.
- Provide high-quality linens, toiletries, and kitchen essentials.
- Offer personalized notes or gifts to show appreciation.
These small touches can make a big difference in the guest experience and leave a lasting positive impression.
F. Be Accessible and Present
Jackie stressed the importance of being accessible and responsive to guest needs.
- Offer 24/7 availability and quick response times for urgent issues.
- Provide local support to address concerns promptly.
- Make guests feel valued and cared for beyond a typical transaction.
By providing exceptional service and support, you can build trust and loyalty with your guests.
G. Harvest and Act on Feedback
Actively seek and respond to guest feedback to continuously improve your offerings.
- Encourage guests to leave reviews on platforms like Google, Airbnb, and Booking.com.
- Respond to all reviews, whether positive or negative, demonstrating attentiveness.
- Use feedback to identify areas for improvement and implement changes accordingly.
H. Optimize Pricing and Marketing
Jackie highlighted the importance of staying competitive with pricing and actively marketing your listings.
- Regularly review and adjust your rates based on market demand and competitor pricing.
- Actively promote your listings on social media, highlighting unique amenities and local attractions.
- Offer holiday deals and special promotions to attract bookings during slower periods.
Panelist Insights (Summarized)
Our panelists provided valuable insights from their respective areas of expertise:
- Diane: Stressed the importance of building an email list, leveraging social media for marketing, and providing consistent communication.
- Trey: Highlighted the benefits of integrating local activities and creating excitement through targeted email campaigns.
- Jackie: Emphasized the power of personalized service, local expertise, and thoughtful amenities.
Conclusion
Elevating guest experience is crucial for success in today’s short-term rental market. By implementing the actionable strategies discussed in this blog post, you can create a memorable and enjoyable experience for your guests, leading to increased bookings, higher ratings, and greater profitability.
Ready to take your guest experience to the next level? Explore these resources:
- Discover how Guesty can streamline your property management operations and enhance guest communication.
- Learn how Touch Stay can help you create a personalized digital guidebook for your property.
- Explore [Explory](URL TBD)’s activity solutions to offer unique and memorable experiences to your guests.
We encourage you to share your own guest experience strategies in the comments section below!
Thank you everyone for joining and we look forward to seeing you at our upcoming events!