Repeat bookings and returning guests
Happy guests are the best source of marketing you can dream of. They will take photos, send postcards, generally rave about their holiday and your home to family, friends and work colleagues, and may book for the following year. Their enjoyment of your property will depend on the facilities, the weather and any number of other factors, but there are a few things you can do along the way to show that their booking is appreciated and hopefully inadvertently recruit them as an impromptu marketing resource!
If you are prompt in responding to enquiries, helpful in handling any problems or queries, keep your property clean and thoughtfully maintained your visitors will feel that their booking matters and this is a good foundation to encourage repeat bookings. However, giving your guests that little bit extra may well seal the deal:
- Provide a welcome pack. Giving your guests a welcome pack when they arrive is a simple and effective way to create a good impression. Providing a few thoughtful items and some basic supplies need not be costly, and will be appreciated by new arrivals. If you wish to include a few luxury items then do budget to include the price of these items in your overall costs. Some owners charge an additional fee for a welcome pack. If you do this be sure to specify what the pack includes to avoid disappointed visitors. A free welcome pack is a winning option as it is unexpected and makes for a great start to any holiday.
- Be the perfect absent host. Leave plenty of useful advice on having a great holiday at your property, including a folder with plenty of ideas and information about the local area. If you have discount coupons for local attractions or special tips on the best restaurants make sure these are left where your visitors can find them.
- Be in touch. If there is a phone at the property call at least once to check your guests have arrived safely and are enjoying their stay. Make sure they have contact details for you or your local representative in case of any problems. If someone gets in touch to mention a problem at your property deal with it as promptly as possible and let them know what is happening.
- Ask for feedback. Leave a guestbook in the property itself, and email your guests when they get back to ask them what they did and didn’t like about your property. Using these comments will help you to improve the service you offer and attract people back. If problems are mentioned after the holiday, then do deal with the issue and again let the guests know when you’ve done so. Let them know you’ve taken their comments on board and have done something about them and this might lead to them booking with you again.
- Keep in contact. Leaving business cards or postcards of your holiday home in the property will give people something to refer to when they search for accommodation for their next holiday. Store the email addresses of previous guests and consider sending out short emails to this mailing list a couple of times a year – but don’t bombard them with messages. Send them Christmas cards and offer a discount on booking with you in future. If you end up with a last minute vacancy, contact them first with a special offer.
Ideas of a few things you might consider including in a Welcome Pack
- Bottle of good local wine
- Postcard of the area with a welcome note
- Coffee & tea (in mini packs, or pretty boxes)
- Milk (in the fridge of course!)
- Tin of biscuits or small box of chocolates
- Fresh fruit (if the welcome pack is left the day of arrival)
- Lollipops (if the group includes children)
- Low-cost town/area/resort map
