Recently I was asked by a long-term client to offer a training module specifically geared toward handling guest complaints. I’ve always covered service recovery as part of my existing hospitality excellence training, focusing on using proactive hospitality and anticipating guests’ needs in order to
Every summer I look forward to visiting my home by the beach in New Jersey.
As much as I love the house, the summer and the beach, maintaining the home isn’t a simple job. After my husband and I make the nearly two-hour drive to our summer home, there’s always work to be done.
We hope that by now you have had the opportunity to read part one of this post, take a look at the analytics of your website and understand on how your visitors move around your pages. In this article we look at five reasons why potential customers might leave vacation rental websites without converting.
Imagine the situation: A potential guest comes to your website, searches for a property for specific dates, proceeds to book, and on the final screen, leaves your site. It's far too common. In fact, research in 2015 by Adobe showed that only 2.4 percent of people who browse for hospitality and travel-related products make a booking. This article is the first of a series that investigates reasons why visitors leave, and what you can do to help convert them into guests.
Replies to guest reviews can boost your brand
Writing a response to both positive and negative guest reviews and testimonials has been shown to be a valuable use of time in influencing new customers to purchase from a company, and to encourage repeat purchases from existing customers. Some vacation rental companies may consider negative guest reviews to be damaging, but as long as the majority of reviews are positive, an occasional negative review can actually prove beneficial.