Ten tips to elevate your guest’s stay

Date: 22 December 2023

Let’s cut through the fluff. If you’re in the luxury accommodation game and you’re not constantly aiming to outdo yourself, you're just warming the bench. From the moment someone even thinks about your place to the time they leave, you've got chances to blow their mind. The more chances you take, the more their experience will remain in their memory far after they have checked out. Here are our top 10 tips on how to improve guest experiences in your hotel, lodge, or other luxury accommodation.

1. The enquiry:

So, someone's pinged you. Get back to them fast. And I don’t mean "I’ll do it after lunch" fast; I mean "I’ve got my phone in hand" fast. Because if you don’t, someone else will. Question: Why would they pick you if you’re not even on the ball from the get-go?

2. Check-in:

Don’t waste people's time. If they've given their details once, don’t make them scribble it down again. And for heaven's sake, look them in the eyes and greet them warmly. No one likes a robotic reception.

3. That first room impression:

They open the door. What hits them? It better be a mix of "this looks cosy" and "damn, that’s nice!" Maybe throw in a snack. Hell, everyone likes a surprise munchie. Last week I checked into a hotel and there was a lovely mini-bar menu printed on the wall. I opened the fridge to find…. Nothing. Nada. Completely empty. The hotel had done away with the mini-bar but left the menu up which was not a good look. 

4. Pre-dinner drinks:

Sure, you've got the usual booze. But why not offer something they can't get just anywhere? Some local drink that comes with a story. Give them a taste they’ll text home about because it has a story. Don’t forget to offer quality non-alcoholic versions too, and a free glass of Prosecco before dinner can go a long way to creating goodwill, while costing very little overall. 

5. Dinner:

Here’s a thought: Use local stuff. Make dishes that scream, “You're in this place.” And remember their food preferences. Nothing says "I don’t care" like offering a steak to a vegetarian. By offering local, not only are you presenting a real USP, but you’re also forging connections with local providers and creating fabulous community goodwill. That makes a difference - especially in small places where people talk and recommendations are often between one of two lodges. 

6. Post-feast chill:

So, they're done eating. Now what? How about some local tunes or tales? Make their downtime count. Don’t force people into having fun, but provide something for those who want to be entertained. It may be as simple as board games in the library, a reading from a local poet, or even just a complementary cheese platter in the lounge. 

7. Extra bits and bobs:

Do you know what’s a yawn-fest? The same old “experiences” everyone else offers. Think outside the box. Offer something they'll bang on about to their pals. It doesn’t have to be a major, but you have a dual opportunity here to both provide them with something unique and get your brand out in the world. A free baseball cap? Brilliant. Free notebook? Packaged local coffee for them to take to their next stay. You get the idea. 

8. Room guide:

Give them the lowdown. But keep it crisp. And make it interesting. No one wants a novel on how to use the remote. Invest in a copywriter and a designer and make your room guide a feature. Everyone reads about their room; they want to know the ins and outs of their stay and you have a chance to be both authentic and creative. This is where they find out that the produce is all local, the honey in their tea is made by on-site beehives, and The Lord of the Rings was filmed five kilometres away. 

9. Water pressure is a big deal:

Who wants a drizzle when they can have a power shower? It's a small thing, but it makes a heck of a difference. Splash out a little on good plumbing. Your guests will notice, trust me. If your pressure isn’t good then get a plumber in to have a look. Often they can install an extra pump and create far better pressure for the cost of one night’s stay. 

10. Morning pick-me-up:

If you're offering coffee and tea, don’t half-ass it. French press? Fresh beans? Yes, please. Make their wake-up ritual something to look forward to. Fresh pressed orange juice in a glass bottle. Milk and cream that are fresh and add something to the drink rather than taking away. Never, ever, use UHT milk. Buy a cow before you stoop that low. 

11. Cleanliness:

This is basic. If your place isn't sparkling, you're dropping the ball. But go further. Make it so clean they'd confidently eat off any surface. The bathroom should be sparkling and it should be clean enough that a nurse would want to employ your cleaners on their hospital ward. 

12. Local connections:

Get your guests mingling with the locals. Real stories from real folks – that’s the magic sauce. They are visitors but they want to feel like locals, and the best way to do that is to show them what locals experience. This may be activity guides, staff, or even just the story behind your accommodation location. 

13. The goodbye:

Make it memorable. A thank you, a smile, maybe a little takeaway. End on a high note. Give them a freshly baked chocolate chip cookie and an apple for the road. Ask them for feedback and find out what you did well and what they would improve or change. This is where the gold is that can make your establishment a part of a process of continuous improvement. 

Let’s sum it up: You’ve got opportunities at every corner to seriously impress. So, get off your chuff and make every single interaction count. If they leave thinking, “That was nice,” then you've just done the bare minimum. Aim for “I can’t wait to come back and I’m re-booking now.” Anything less and you're just leaving money and reputation on the table.

And yes, there are more than 10 tips here – I just wanted to make sure you were paying attention