A passion for Service Excellence

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    Leandri Klopper

    Hi there!

    I wish you much success in this endevour! We hospitality enthusiasts must stick together and help each other where we can. Luckility, Booking.com's website is extremely well set up so you won't need much guidance.  

    Booking.com has a Step by Step method that you can follow to ensure your property is attractive to perspective clients. When you load it, the system will give you a list of what to add to show guests exactly what they are booking. As you complete each tickbox, the website gives you a rating to indicate how your property looks to the guests. 

    You can even complete this list before the property goes live so that you can just added availability and get bookings as soon as it does go live!

    The website literally tells you how many photos to add, what quality the photos must be, they ask you to load up photos of the specific room you are renting out. On the Property tab at the top, under Property Page Score page you will be able to find this list.

    Happy Bookings!

    Kind regards. 

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    Hi, another important thing is to always be the host that offers the best smile. I also find that providing things like extra toiletry helps. Just cheap toothbrushes, toothpaste and deodorant because people sometimes forget them.

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    Debra Quartermain

    from the moment you open the door to say Welcome you become part of the guest’s experience while travelling. Be warm, friendly and caring. Offer guides and maps of the local area and its attractions. I always have cookies out and the guests have coffee makers, bottled water and a tea bar to enjoy a refreshment break when they arrive. 

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    Napoleons Rafting Camp Sagana - Kenya is happy to be a part of this .....Hospitality partnership helping conversations that will help us give an outstanding Excellent Services to our Guest ......

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    We found that if our properties don't get booked regularly via Booking.com it is harder to get bookings again as we fall back in the listings. then we have to do promotions to get the flow going again and it gets better. Maybe you might have the same problem?!

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    I gradually increased the comfort level of  the rented Apartments by  analysing in depth the comments listed by guests in their reviews. As a result, the improving  average guest review score goes hand in hand with the increased number of bookings. Regards.

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    I like Debra’s comment that we should be warm Friendly and Caring in this sensitive industry of hospitality

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    Leandri Klopper

    Hi Muyntombi ,

    I agree that a smile can completely put the guest in a relaxed and happy mood. However I would be a bit cautious to provide cheap toiletries. Our property does have a supplier that we get Small soap bars etc from but I'd be very careful placing things like Toothbrushes or Deodarant as guests can be quite picky about such things. Even myself, I wouldn't use deodarant that I'm not famiar with for fear of a bad reaction. You might even get that guest that asks for another brand... 

    It's a very nice thought though!

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    European Connection

    While general customer service routine (smile, welcome, surprise presents, being positive, solving problems) is mandatory, it is also very important to evaluate your guests.

    While you should assume that all your guests are nice, positive people of course, also keep in mind the probability that some might cause trouble, and try your best to identify potential trouble makers and type of problems they might cause.

    Like this gentleman seems like heavy drinker-so keep an eye on him to prevent any problems which too much alcohol causes.

    Or certain lady is dressed to light and pays too much attention to someones else's husband. Not your business of course, but keep in mind that someone in this triangle might explode and you or your staff member needs to be there in no time to calm flaming passions.

    Same goes to criminal like individuals, football fans, over-zealot religious people, mothers with young babies, people who bring big animals, etc etc.

    It is counter productive to try to block them from entry of make them feel unwelcome, but keep your eyes open


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    Congrats on joinning the booking.com family.
    My advise will be to touch your guests heart with the way you and your staffs attend to them.
    It is not what you do but how you do it. Remember they might not remember what you said but will never forget how you made them feel.

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    Hi there,
    We have a studio that we have put on booking.com.
    We greet our customers with big smiles and welcoming chat, help them with their bags etc. We supply regular sized shampoo, conditioner, body lotion, pump soap both in the shower and on the hand Basin.
    We also provide a mini bottle of bubbles and a small bottle of beer on arrival, as guests have travelled and love a drink to relax on arrival or later on when they have settled in.
    We do touch base with them during their stay to make sure everything is okay and always say to just ask us if they need anything or want to know anything.
    We get great feedback, so we must be doing the right things

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    Hey all,

    It is nice to read all of opinion provided by many of host.

    I would like to explain my passion and view of our guests simply as;

    From the beginning point of booking by a guest, it is very important for me. I send automatic welcome message to each and every guest. In that message I used explain which kind of services we are providing. When close the day of arrival I tried to get their expected arrival time. Then we can arrange and get ready for everything without any disbursement. I think the Guest is a king for our business.

    Because if we are treated and supply great hospitality, they will happy. I think the main aim of our business is not earning the money. We have to get smile on each and every guest. That is very worthy than the money. Then only we can have more guests.  Also after arrival of guest you should have a day plan for each guest. That will be very easy for them and us. We should maintain well-cleaned rooms and bathrooms. I think keep your room charges little more reduce. Give better service and get more customers.


    I think these tips will help you to boost your guest.


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    The Mermaid at Azure

    Hello fellow hospitality enthusiasts,

    On top of all the superb material things we can offer, the best is the genuine and warm hospitality that our guests deserve.

    Soar higher on that fellas! :)

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    hello everybody..

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    Ed & Barbara

    We leave a little welcome note in the room with our personal cell phone numbers and tell our guests to call us anytime for any request they need addressed.  Also we leave a questionnaire so they can add commits on anything they would think would make our property better.  This also gives them a chance to vent any complaints directly to us and not do them in a review.  As the old saying goes you can not fix what you do not know needs fixing.  

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    The best way to get your property viewed is the quality of the photo's for your on line presents.  The photo's you choose need to reflect your property.  Make sure your photo's reflect your passion.  If people can see them selves in the photo they will book their stay with you.   

    Always greet guest and provide a personal tour of the accommodation and services they can expect.  Point out any additional or small details that guest want but might not think of until after hours.  This helps greatly in reducing help call at night.  

    All best to you on your adventure. 


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    The Mermaid at Azure

    Hello Ed and Barbara :)

    Thanks a lot for sharing your wisdom. That's indeed correct. Questionnaire to mitigate putting their negative comments on a review :)

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    Le Balcon des Jasses

    Give a little more than visitor expect, than all be wonderful.....

    Le Balcon des Jasses


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    Ranthambore Bagh Palace

    List your property on maximum OTA's which will give a indirect SEO boost to your property in google crawling and do not forget to take SEO experts advise while designing a website.

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    Life on 3rd Guest House

    Best of luck with this new endeavor. As stated previously, a warm welcome goes a long way. This industry can get difficult at times, but the friendly guests always make it worth it. Keep your focus on that and the many amazing skills you will learn.

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    Le Balcon des Jasses

    Every visitor get a little card with there name on and some practical informations together with the key when they arrive. Its a good idea, and people collect the card.

    We have some people travel for business, its great idea to take extra care of this people ass traveling business people talk to each other, we have this habbit to give pthis people a little cutty back when check out, with fresh fruit, a water a snack and a card, this people is good to accomadate, most arrive alone, check out very early, so I have time to rest after clean the room.

    Just an idea we do a little extra for.

    Good luck

    Le Balcon des Jasses; Lucy

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    Le Balcon des Jasses

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     Dear Guest friends  we are just joined with booking.com as  team business family from this year, although we were working with tourist since 30 years .... we enjoy in our job with our lovely guest and friendly behavior of the information team of booking.com .

    We are based in Kathmandu , Nepal. Our website gives you an short information  to indicate how your property looks like to the guests although not very professional.

    We have clean rooms and clean comfortable beds and wonderful hot shower with clean bath room and very quite rooms , we do not have bunks beds .

    Our guest can share the kitchen with us. We are far from the center of many different monuments. 

    Regards to our guest .

    Janaki Prasad parajuli -- 

    BnB Royal Tourist House 

    Sorakhutte - Kaldhara  Kathmandu,




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    Adagio Accommodation - Nera


    Sorry late reply, but belive me, justified delay. Before starting, think of the property you are going to invest in for this bussiness, of it's size, tipe, and most of all - LOCATION.

    My experiance shaws that several factors has major influence on guest perception of your delivering service exelence:

    1. first contact thrugh reservation proces (prompt response and explantion of any unclear metter, wellcome letter with location instruction and gethering information of exact time of arrival)

    2. cleanliness of the place, bedings, towels etc.. 

    3. well equiped bathroom, kiving room, bedroom and kitchen with all amenities,,,,

    4, neat, friendly and helpfull owner and staff (knowing a lenguage is big plus and is worth investing in a long run.)

    5 guests like the feeling of appreciation, (like water, milk,  juice or some fruit in the fridge,  oil and  vinegar, sugar coffe and tea in the kitchen), a small token like bookmark, fridge magnet or any other local souvenir will go long way. This things make them feel home away of home.(If I were a guest Id appreciate that too) 

    May be it's a good idea to look at your place from the guests point of view, Than you can notice what they might missing.



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    Le Balcon des Jasses


    100% agree with every word, we have been doing this in almost 17 years, get right is a big job, but when you see happy customer and get good mark, its great, I enjoy every day. Good Luck


    Le Balcon des Jasses,; France

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    Hello everyone!

    In my hostel, I always give that element of surprise in almost everything that I do. Here’s my strategy :

    1. I advertised my dorm beds as fan room but I give free upgrade of aircon during sleeping time if fully booked or at least 6 people in the room. They would feel great value of money for what they’re paying. And on my side trying to balance client satisfaction and keeping up with good revenues.

    2. I am always grateful for every people that comes to my hostel. So if I am doing groceries I make sure I have something for every guests like small inported chocolate that would only cost around 25 cents. Always remember small things would count if heartily given.

    3. In this hospitality business you need to lose something to gain in the end. That means you need to invest in something that has high potential for growth and great revenues. Doing great acts and giving freebies to guests is a great way to keep up with good ratings and reviews. You might lose some but the returns are great. They are your very powerful tool for advertising - your guests! Through the power of mouth and recommendations via reviews and social media.

    4. I always listen to my guests experiences from different hostels around the world and what they like in every hostels they’ve been too. It’s like getting almost everything that they would want in the hostel. Coz for me the business is created not for me but for them to enjoy and they deserve to to be heard and valued.

    5. Always respect Cultural diversity and embrace them for who they are and always wear your genuine smile.

    6. After every check in I always tell them to approach us whenever they needed something.

    7. Currently making a small card with a map on best restaurants and diveshops and important establishments to go. And at the back is information about my hostel, the services we provide and my contact details. This is very important for a stranger who wants to know about the place they’re into and the things they need to do in the island. It’s an added service that they would love to have - great information!

    8. I never thought transportation business could be a potential business for me also. It adds up revenuew to my company everytime my guests would request car pick fromthe airport heading to my hostel. They feel secure and safe with the services we provide and at the same time it adds more income for my company.

    9. Every business is a game of numbers - if I am fully booked with almost 50 guests in the hostel I throw out a drinking party for everyone. I spent only around 5% of what I earned during that day but seeing happy smiles, great moments, connecting with guests and socializing is the best part ever. Recommendations are so great everytime they’re happy. There was one guests who referred group of guests the following day worth 400$ but I only spent 40$ that night! Am I losing? Of course not. That’s how I play the game in this industry. Thank God I am the sole proprietor nobody gets strong with every decisions that I make. Haha

    10. I am now on my 3rd year running my own business and I am building a 2 storey building with 72 beds. I am expanding since I cant’t accomodate everyone during peak season. The love I get from my guests are so overwhelming. With the new building that I am about to open this year is hotel quality type accomodation and of course a shower heater and aircon for only 8-12$ per night. Every traveler deserves a great staya d accomodation. When they appreciate everything that you give they will definitely give you great reviews and that’s how you soar high above your competitors.

    11. I give motivational factors for my staff to really work hard for the best. I put up a tip box at the reception for happy clients who would love to share their blessings everytime they’re happy and satisfied. I also give out incentive to my staff for every 10 perfect score on booking they get and 5 excellent stars on tripadvisor. It’s an added income for them and that adds more for their family. You gotta learn how to love your guests and your staff. Your growth will be much faster if you love both of them. Returns are great and that’s guaranteed.

    How I wish I can share and talk to everyone about my success stories.
    I will be willing to share. I am a nobody before. I have zero bank account year 2012 and now having 7 properties and majority are all giving me passive income and having 2 companies. I am always grateful and feel so blessed. Booking is really a great tool also to increase your bookings. 80% of my guests are from booking.

    God bless everyone! Soar high! Enjoy and love what you’re doing! After all it isn’t just all about money but howyou make a difference and live a meaningful life!


    Jose Amistoso Jr.
    Malapascua Budget Inn owner

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    Le Balcon des Jasses

    Waww Jose.....


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    Leandri Klopper

    Now that's Passion Jose!

  • Awesome story Jose.

    Wish my area would be touristy as I also have a building which can be transformed into a hostel. But most likely I will renovate and sell it. 

    Your small island is booming. That's so nice to see.

    Best of luck,

    Zsolt - www.thuild.com

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    Thank you Lucy and Leandri 😊

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