Delivering A Vacation Experience

We all know our guests are excited about their vacation. They’ve been researching, planning and anticipating their time off for months. For many, this may be the only family relaxation time they get all year!

Throughout the booking process, encourage your guests to engage. You typically will communicate with them making sure deposits are in order, that they have key codes and directions, etc. As you’re going through the nuts and bolts of the reservation/booking process, you can also be getting them excited about your facilities. Let them know about the features your property offers, whether it’s your pool, hot tub, and spa, or easy beach access and complimentary bike rentals.

Remember, this is their big vacation so you want to get them excited. You’re giving them something to talk about during their long drive with the kids. It will also help them to know what to bring. Do you have beach chairs available, or should they bring them? Should they bring bikes or do you offer free bike rentals? It can be as simple as having a “welcome email” you send a week before their arrival date. You can also have property and check-in information as well as activities available on a page on your website. The goal is to make planning their time as easy as possible, so don’t skimp on the details.

As they move through the process, you should also be asking them about what types of activities they enjoy to help you better plan a ”customized” experience. When they arrive, you can then have all of the property and local attraction information available, in detail. Keep the engagement going and make sure they understand the free activities you offer (through your partnership with Xplorie!) and all that they can do when they arrive.

After Your Guests Arrive…

Use an “old fashioned” book in the unit that has tabs with local attractions, places to go and things to see. Provide them with some of your staff’s picks like favorite restaurants, local hang-outs, and beaches in your market.

If you have their mobile number, you can “surprise” them with texts of free list of things to do. Work with other area businesses to include discounts, like 10% off at your favorite ice cream shop. Talk to local businesses and work out discounts and promotions that can benefit everyone involved including your local business partners and your guests.

Providing that kind of “added- value” is what turns a single visit into a lifelong relationship. You’ve not only benefited your local business partners, but you’ve also provided a memorable experience for your guests, and that’s what keeps them booking return visits!

The Bottom Line

Listen to your guests! Take the time to get to know as much as you can about them. What do they like to do? Who will they be traveling with, small children or extended family? That way you can tailor the vacation to suit the needs and wants of your guest rather than just listing activities. Think of them as if you’re their concierge. Today’s traveler values the personal touch. Provide it, and you’ll have a customer for life!