In this article, we will not write about why you should satisfied guests and what benefits your business will receive from it. Everyone has known for a long time that a good guest is a satisfied guest and, besides that their will come back to you, their will write a review and advise your apartment to friends. Despite the fact that there is always a mystery and a bit of magic in the reasons why some guests are delighted with the accommodation, and some remain disappointed, we could still highlight the tips that work in most cases.
Organization, order, procedures!
It does not matter whether you manage one hundred apartments, or just one apartment, if you consider daily rent as a business, all processes must be clearly established, and the standards are prescribed.
Take for the rule to carry out the list of actions for each check in:
1. Contact the guest as soon as possible after booking.
There are always questions that need to be clarified as early as possible: the time of check in, check out, payment method, the need for transfer and reporting documents, and so on. We recommend to you create a template for a greeting letter to the new guest, which you will send immediately after the booking will be received. You can add information in the letter about the transfer of keys, house rules, a map, clarifying questions and so on.
2. Check the readiness of the apartment to the accommodation on the list.
Check-lists really help. Make a list of supplies (from toilet paper to light bulbs), which should always be in the apartment and check everything when preparing the apartment. Also, the check-list of cleaning will be very useful: it is very difficult without it to be sure that it is clean in every corner. At each cleaning, check the cleanliness of the refrigerator, the locker for the trash can and sanitary ware. Insufficient quality cleaning is the first thing that guests notice. Our owner-experts note that the apartment during the accommodation should look like it was not previously visited by anyone and the guest is the first person who will live there.
3. Prepare “pleasant surprises”.
After analyzing the reviews with the 10.0 score, we noticed one regularity – in many reviews customers say they got more than they expected. Most often, guests were offered sets of mini cosmetics, tea, coffee and drinking water. Agree, it is inexpensive, and the joy of customers who arrived in the winter from the station with luggage and can immediately drink in the apartment a delicious hot tea – priceless 🙂
4. Take time to introduce the apartment.
Of course, the best way to meet guests is personal acquaintance and communication, it is always pleasant for customers. When you meet a guest, it is necessary to show an apartment. Remember that the guest is for the first time there and, probably, feels “on a visit” – do not force the guest to break all the kitchen in search of tea spoons. Show at once where everything is which can be necessary for the client during accommodation and how to use technics and locks, ask all at once to connect to Wi-Fi. In this way, you will save a lot of time and energy on explanations by phone.
5. Contact the guests during their stay in the apartment.
All questions are much easier to solve, when the client is still living in your apartment. If guests have any requests, you can provide their with everything you need and leave the best impression. Even if guests have not such requests and wishes, the connection will not be superfluous, any person will be pleased that about their comfort are worried.
Serhii shared his experience in working with clients, he has in management 21 apartments, and an average score of guests’ reviews is 9.6 “Superb”.
In general, guests usually put the highest ratings for the positive emotions which they got during their stay – whether it is the friendly attitude and concern of the owner of the apartment, or unexpected trivialities that made their living more comfortable. Of course, you will have to adhere to the achieved level of service in the future, because the quality level can only be improved, but it’s worth it.
Next, we just leave a selection of inspiring customer feedback:
Read also in our blog what should you pay the attention for while choosing an apartment, which you are going to offer for daily rent?