Now that potential guests can see multiple photos and virtual tours, there is still one question that callers continue to challenge our agents with every day: “Why are the rates so much higher this time of year?”
Recently, I have been putting a lot of thought into reviewing where PR sits within the customer (or guest) journey. How much impact does PR activity have in the four key stages that a guest will walk through before (and after) booking their vacation rental?
With the proliferation of online guest reviews and social media postings, training all of your guest contact colleagues to properly respond to guest complaints is more important than ever before in the history of the lodging industry.
Guest agreements are essential to protecting owners, guests and property managers. But given how important and widely used these documents are, management companies don’t always spend the time required to optimize them.
What are the subtle techniques that enable buyers to walk away feeling like they just had an awesome experience? The foundation of the sales experience is the tone we use with our different voice fluctuations as well as the warm words we use.