10 Tips to achieve 100% guest satisfaction
When marketing a vacation home, the goal is to achieve the maximum number of reservations and high occupancy. This is the only way to generate income. But it is equally important not to forget guest satisfaction. A satisfied customer is a guarantee that he/she will most likely repeat. Just as it is important to have a beautiful home, it is essential to know how to provide quality customer service.
How to satisfy the most demanding guest
By Alquilair
The only way to have a satisfied customer, even the most demanding in the world, is to get it right from the beginning of the chain in the marketing of your vacation home. There are three important stages: the sale, the stay and the after-sales. If we look at the strategy of the most successful managers, these would be the ten guidelines to improve customer service in your rentals:
Sales process optimization
The preparation of a good advertisement, with a correct description of the property, services and price.
Well-made photographs make the decision easier. Never say anything you can't deliver, don't be unrealistic and don't embellish the images. Sell well, but make it real. This will prevent the guest from feeling later that he/she is not staying in the property he/she saw advertised.
Good managers specify the price per night and per week so that the calculation of the cost of the stay is quick and possible errors are avoided.
Maintain all possible avenues of contact, whether by email or telephone, social networks or messaging applications such as WhatsApp, to confirm reservations and provide timely legal information.
Proper check-in management is important because it is the first impression the customer has of us. The front desk has to make the guest feel that their lodging experience is important to us.
It is necessary to provide the information required by the guest and tourist advice. Some questions such as practical and useful information, schedules, a map of the city, where to shop or where to go to eat...
Achieve a comfortable space with a successful decoration. And you also have to take into account the essential services such as: Wi-Fi so you can connect to the Internet, basic food for breakfast, a good functioning of the air conditioning.
If you did a good check-in, you should also do a good check-out. A professional check-in is the first step towards customer loyalty. In addition, you can remind them to recommend you to their friends if their experience was positive, or even ask them to leave you a good comment on social networks.
Talk to them. A guest is a customer and has information that can help us improve the overall management of marketing. We must not forget that everything can be improved.
Keep in touch with former guests. You can inform them about special offers and send information to make them want to stay at your vacation home again. Guests who are 100% satisfied tend to repeat.
Do you have any questions? Contact us, we are specialists in the management of vacation homes.
