There is a big difference between what we do, and how guests can appreciate it. Maybe your apartment has an incredible view and is spotlessly clean. But if communication with you is poor or your guests do not feel cared for, their purchase goes from what could have been an amazing experience to just the purchase of a service, in this case an apartment.
I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel. – Maya Angelou
To transform a simple stay into an experience, several aspects must be taken into account and, most of them are very simple, but if the following three points are applied, a drastic change in the guest experience can be generated:
1. Make them feel unique.
Sometimes we tend to automate everything due to lack of time and we do not pay attention to what our guests expect from us. But it costs us to invest a little more of our time to know a bit more about the people we will receive, it does not have any cost and their experience will completely change.
Not all guests have the same needs, and that is why adapting to each of them gives much more value to their stay. We may host a very social guest profile, which will surely ask you about all the activities they can do in the city. On the contrary, another less social guest profile can be found which does not want many communication. For this one it is important not to have a predetermined answer and see what each guest expects from us to be able to adapt to it.
On the other hand, the details are very important to make them feel unique. For example, a big difference may be leaving a detail in the apartment if they come to the city for a special celebration or event. A small greeting with a bottle of champagne for an anniversary or birthday, or a note wishing they have a good time in that special awaited event they come to. These are simple and very economic acts compared with the benefits that can bring us in the long term.
2. Stay positive and up-to-date
It is easy to say that reviews are important, but keeping them positive and updated can be the most complicated part. We must take into account that the price at which the apartment is valued depends on many factors, not only how it looks in the photographs.
If the comments are negative, you probably do not even get 30% of reservations you would get if you did not have these comments.
The easy answer may be to delete them, but not all platforms make it so easy for us. Anyway, it is never recommended to delete comments, but to know how to give an adequate response to incidents so that future guests see that we worry about the negative situations and we know how to deal with them.
On the contrary, we should also thank and respond to the positive comments, not just those with a complaint. As we explained in the previous point, it is good to adapt our response to each user, so it is good to read each review in order to answer it in a personalized way and that it does not seem that we answer the same to all the positive comments. And of course, if you have a great connection with a guest and you know they liked the stay, do not hesitate to ask them for a review!
3. React Quickly
It is not just about publishing the ad in different channels and forget about it, daily we must be aware of both new requests to book and the guests we have hosted at that time.
We must put ourselves in the skin of the user, and think that if we do not answer within 24 hours, surely they will end up booking with another accommodation that have answered before because it will cause more confidence. If we answer after many hours, the guest will be afraid that if any incident happens in our apartment during their stay, they will not be able to contact us quickly. That is why it is important not only to pay attention to guests once they have booked, but from first contact.
Later, when there are guests staying, it is important to pay attention to them since they will not have a reception where they can ask. You must transmit confidence from first contact and comply with it, so you must be connected throughout the day in case any incident that may involve repairs, cleaning, or just teaching them how an appliance works.
With these simple steps, you can change a simple service to an incredible experience, from which your guest will speak to their relatives and friends, or in reviews and their social networks, generating a great positive impact for your apartment.