Get set for the season
We’ve drawn on our industry insight and all our feedback to create these suggestions for making your guest experience flawless, exciting and original, including our number one top tip.
Before the stay
Clear, accurate directions and signage make a really important first impression. If guests find you easily, it gets their stay off to a good start. People tend to rely on Google maps, so check that your postcode sends people to the right place and that instructions on the Getting there tab, whether for the whole journey or those vital last few turns, are easy to follow. Have a think about the approach to your place, parking and anything else that can make arrival smooth and simple.
Check your pre-stay email to see if it needs updating. Guests like to know what they do or don’t need to bring and updating them about changes to the site, special considerations or local events helps avoid disappointment and create excitement.
Contact details will have been passed on to guests, but make sure you know which phone they are likely to call if they’re running late and that someone will be on hand to answer. Consider sending a welcome text if you don’t send an email, so that guests definitely have the right number.
On arrival
Cleanliness is without a doubt the aspect of sites that attracts the most complaints from guests. Cleaning between stays is obviously important, but now might be the time to get right into the nooks and crannies, and address those faded patches of paint or scuff marks.
A welcome pack is a great way to introduce guests to what you love about your area. If you have one, then check that it’s all up to date. If not, then think about putting together some recommendations on your favourite walking routes, pubs, markets, producers and anything else you think guests might be interested in.
Little extra touches waiting for guests on arrival, like fresh flowers or homemade cake, are frequently part of a guest’s feedback, but if you do decide to add a flourish, then make sure you can keep it up for every guest. Unexpected cake is great, but an absence of expected cake can start a guest’s stay off on the wrong foot. Another option is to leave a card or a bottle of wine for guests that are staying for a special occasion.
The basics
Top up the essentials and make sure that there’s a good supply of all the things you provide as standard. The basics are normally oil, salt, pepper, tea, coffee, sugar, tea towels, dishcloths and washing up liquid. You can also go the extra mile and plant fresh herbs (or provide dried) and stock up with hot chocolate, marshmallows, herbal teas, balsamic vinegar and some lovely locally-sourced condiments or produce.
Looking beyond the space itself is important too. Check that all the footpaths and walkways are clear and that other areas and facilities open to guests, like firepits and bbqs, are ready for use.
Guests love a woodburner or fire, but make sure that there’s dry wood, kindling, matches, and simple instructions if you think they’re needed. Not everyone is an expert firelighter!
Just in case
Hypoallergenic bedding and towels are a must for some guests, so you might want to keep some on hand so that they can be switched when needed.
Weather proof the guest experience as far as possible, providing somewhere to cook and wash up that is covered and comfortable even in the rain.
Test the appliances, replace any faulty or old items and think about changing all the lightbulbs. A little check of all this now can save you running down in the middle of the night and be a sound long-term investment.
TOP TIP – Try it yourself
Staying in your own space(s) for a night and as often as possible throughout the season, is the best way to understand what you could do better for your guests and see things through fresh eyes. You can also use our community of owners to swap a stay and see what other people are doing.
