Home For Owners/Managers Better Guest Experiences The Little Things: How Small Touches Can Bring Customers Back

The Little Things: How Small Touches Can Bring Customers Back

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In the vacation rental industry, repeat customers can be a strong proponent for your listing. Happy and repeat customers typically provide stellar reviews, book in advance, and can provide traveler insight and tips on how to improve your property that owners may not consider. So how can you attract repeat customers? We’ve compiled some tips to help keep your calendar booked.

Before the stay

Once a guest books, it’s important to follow up as soon as possible to address any questions they may have about the property location and surrounding area. Set their mind at ease by providing up to date contact information, should any issues or other questions arise prior to their stay. While your guest may already have planned activities for their vacation, providing insider tips
and suggestions of things to do shows your guests that you care about making their experience enjoyable and fun.

During the stay

Create a brochure for your house that includes FAQ’s, house rules, restaurant/activities suggestions, and your contact information. Guests will appreciate having this information at their disposal should they need any assistance.

After the stay

Upon check out, send a thank you note to your guests. Thank you’s add a personal touch that highlight your attention to detail. Remain accessible to answer any post-trip questions your guests may have. For example, if a refundable deposit was included in the reservation, let guests know the timeframe during which they can expect their deposit back. Follow up with guests a
few months later to remind them of their wonderful vacation. Providing a special discount for repeat customers gives guests an additional incentive to rebook.

Ultimately, remaining accessible, attentive, and personal helps attract quality and repeat customers. Happy bookings!