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16 comments

  • Avatar
    M Adamopoulou

    Hi! Peace-Cottage250 and welcome to the forum....
    Having a Guest Comment Book is a very good idea.
    In addition to a welcome letter I have a white board with a nice drawing and a welcome note. Most guests in return leave me a thank you note.
    Keep well...

  • Avatar
    Julaweg

    Hi guys,

    We are renting rooms in Zakopane, Poland. My son has most of the time personal contact with guests. I'm managing all reservation and contacts on the computer. My role is to record all reservation, answer to guests questions check and respond to reviews.

    I have trouble to figure out what is best to do to impress or satisfy guests. The several time when we upgraded rooms it did not work. Guest are suspicious do not believe that anything can be free nowadays. Most even do not thank you or write a nice review.

    Fortunately there wonderful guests who enjoy their stay and everything we offer, but how to know ahead of time? How to recognize these good ONES.

  • Avatar
    Katerinka12

    My guests left me a written note... I didn't ask for anything... I, in fact, was skeptical about them, because they were more people than in reservation and I got a call from another host, who couldn't accommodate them because he didn't have enough beds and the guests were complaining about "too thin beds". When they checked in, they told me that they just came from a friend... I didn't say anything.

    They were traveling in style, carrying Apple gadgets and posh bags... While their reservation price for that extra person would change just to... 5 dollars.

    Cultural differences 😁 But communication skills do matter. How was sweet of them to offer me a glass of champagne and the next day when I came to an empty apartment and saw a surprise.

    That written note just felt so good, because I never asked for any feedback. It was purely their decision in addition to a typed review.

    And I marketed it well. I took pictures of it and added to my property photo album. And I put it on the refrigerator for other guests to see.

  • Avatar
    Julaweg

    You are right it's very difficult to predict ahead of time what to expect. It's wonderful that this lovely moment happened. It's worth more than money can buy.

  • Avatar
    Katerinka12

    "My role is to record all reservations, answer to guests questions check and respond to reviews.

    Please, change your role to ASK guests questions and MOTIVATE them to leave review BEFORE they arrive, not after.

    When guest books, make sure you ask him questions. For example, how would you like your bed to be done? What's the best way to contact him? Before arrival send a note that you wish him safe flight and good stay.

    I also send a note "if any problem, please contact me during your stay, not after, so we can fix it". After reservation I immediately add guest number in my phone book and send welcome note. In addition, my welcome note has my number as well.

  • Avatar
    Katerinka12

    Since this topic is opened for Guest Comment Book, I will share some tricks in another topics.

  • Avatar
    Peace Cottage250

    Thanks Katerinka,for the tips. I guess one learns to read guests to promote a positive experiance while we host them. I always make myself available for anything they might need. I pre message is good. I give them my phone number so for any further info or if they get lost I am a call away.  

  • Avatar
    Beachbreak Holiday Letting

    I had comment books in all my units but eventually took them out as whilst some guests used them for the purpose they were put into the unit many others let their children use them for colouring in or they tore out bits of paper to use as scrap.

  • Avatar
    M Adamopoulou

    Hi! -Beachbreak-Holiday-Letting unfortunately guests can be very creative...
    Have a beautiful weekend....

  • Avatar
    Kibokoafrica

    What a great idea peace cottage250. i like it

  • Avatar
    M Adamopoulou

    I think communication is the key to positive feedback. Communicating before arrival....during their stay...discussing with guests resolves problems that you couldn’t imagine they existed.
    Cheers!!!

  • Avatar
    Julaweg

    All correspondence work if is read. I look at the copy of my email sent to guests through Booking.com and have my self hard time to learn what is about. It was so much junk added to the email. I have also proved that some guests do not bother to read them at all. As you can imagine they complain about communication later on. We have a guest who did not even know the address of our place or name not to mention phone or email number. She had information on a dead mobile phone. I'm pretty sure they are getting from Booking, reservation confirmation that can be print, but nobody does it.

    You do not need much to get into trouble if the guest is unhappy from start on. I'm glad my son has a lot of patience, tolerance and he loves people.

  • Avatar
    Katerinka12

    "I'm glad my son has a lot of patience, tolerance and he loves people."

    You have a nice son!!!

  • Avatar
    M Adamopoulou

    Nice sons, nice daughters, nice granddaughters....that’s what hosting is all about...

  • Avatar
    Captainsquarters21

    SOME OF THESE IDEAS ARE BRILLIANT AND WELL DONE XX

  • Avatar
    M Adamopoulou

    Hello! Captainsquarters21 your place looks so beautiful. Being in the tourist world for so many years you certainly have some good tricks and tips to share with us.
    Wish you all the best.

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