Vacation rental owners have to learn the art of customer retention in these times of stiff competition. Converting a one-time customer into a repeat customer requires a practical approach and some networking skills. Industry research states that more than 30% of rental bookings come from repeat guests if they are satisfied with their first rental stay. A satisfied and repeat guest will bring 2 new guests in the future.
|1. Offer Basic Amenities Free|
|2. Welcome Them Heartily|
|3. Give Extra Services to Your Guests|
|4. Reward Your Regular Guests|
|5. Be in regular touch with them|
|6. Ask for feedback and improve on it|
|7. Provide them a clean home|
In today’s times, there are a few features that a guest expects for free at a hotel or at a vacation rental. E.g. Free WiFi, Cable TV with major channels, and a TV in the bedroom, a washer or a dryer, a DVD player, a game or a two, etc. Not having a WiFi can make a guest think twice about returning back again to stay at your rental.
Everybody likes a warm welcome, isn’t it? Keep a welcome basket at home as they check-in for their vacation. Keep chocolates along with tea or coffee packets, a welcome letter, fresh flowers and a bottle of wine, a small guide to explore the city with transportation options and your contact details on the table. Give them a free airport pickup or drop off facility.
In the hospitality industry, it is crucial that guests feel respected. A property owner can do this in a number of ways such as:
A guest who comes again or repeatedly is really a great thing and it shows that a guest loves to stay in your vacation rental. To continue this tradition, vacation rental owners can consider rewarding them with a social event invitation, a VIP ticket to a music concert or a festival in the city or around. Socialize with your guests more. If the guest visits exceed more than a specified number, owners can consider rewarding them with something special.
These are the times of social media. If your guest is active on a social media platform, be in touch with them regularly. However, do not pester them repeatedly. Wish them on special days like birthdays, holidays, Christmas, or a positive event in their lives on social media. Sending a monthly newsletter is fine, but sending them daily or weekly newsletter might irritate them and backfire.
Let them know of any special discounts on your rental or important events happening in your city that are of interest to them. Provide them incentives for the group booking package, seasonal discounts and let them know of any changes in your rental through emails and newsletters.
When a vacation rental owner requests a feedback from a guest and implements the suggestion practically, the guest is more likely to consider the rental for future stays or recommend it to their social circle. Convert unhappy guests into satisfied and then repeat guests by excellent customer service.
Every guest expects a clean and hygienic accommodation. Provide clean sheets and mattresses, spotless washrooms and bug free home to guests. Quality is a crucial aspect that you must maintain.
With effective communication and practical tips for your rental home, one can convert a past guest into a repeat guest without any major hurdles.
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