With vacation rental platforms flooded with so many options and guest expectations at an all-time high, what makes you stand out? In our books, the answer is pretty simple: personalising the guest experience.
Gone are the days when a clean room and functional Wi-Fi were enough to keep guests happy. If anything, the modern-day guest wants more than just a place to stay but an outstanding experience that makes them feel like they are special, not just another booking number. The good news? Even small personal touches can make a big impact on guest experiences, and you don’t have to break the bank to achieve them.
In this blog, we’re exploring why personalising the guest experience should be at the top of your priority list and highlighting some of the best tools and strategies to make your vacation rental stand out.
Table of contents
Why personalisation matters in vacation rentals
When guests opt for vacation rentals instead of hotels, they are looking for a unique home-like stay. However, with that preference comes higher expectations. Plus, 80% of consumers are more likely to engage in business with a company that offers personalised experiences.
Personalising the guest experience goes a long way in helping you connect with guests emotionally, making them feel valued and understood. The result?
- Improved visibility on rental platforms thanks to positive reviews.
- A higher number of repeat bookings from delighted guests
- More guest bookings across rental platforms
- More bookings which result in more profits for you.
Understanding traveller personas
The first step to personalising guest experiences is understanding traveller personas. This allows you to provide them with a tailored experience that meets their needs and exceeds their expectations.
Here are 6 common types of travellers and what they typically look for when choosing a vacation rental.
1. Couples
Couples, especially those on romantic getaways or celebrating special occasions, are often in search of intimacy, relaxation, and a touch of luxury. Therefore, they would appreciate an intimate setting that feels private and welcoming.
Adding romantic touches like candles to set the mood or a bottle of wine and a note congratulating and wishing them a pleasant stay can go a long way in setting the tone for a stay when personalising the guest experience.
2. Family units
For families, comfort, safety and convenience are usually their top priorities, especially if they have kids. Some might even bring a furry friend along. Therefore, a toy for the kids and furry friends, if they have any and a few bites, can do the trick. You can even take personalising the guest experience a step further by recommending a babysitter to give the parents the opportunity to have a quiet dinner out for two.
3. Digital nomads
Digital nomads’ lifestyles blend work with leisurely travel, with their needs typically revolving around connectivity, comfort and convenience. Give them reliable high-speed Wi-Fi and a comfortable workspace, and they will be more than happy to leave a 5-star review. Recommending a few local gems to visit when taking a break from screen time can make them appreciate your service even more.
4. Adventurers
Thrill seekers are usually drawn to locations close to nature, outdoor activity spots and challenging experiences. You could also include upsells in your booking packages by collaborating with local adventure companies to offer them exclusive discounts on experiences and guided tours. A welcome basket with a small pack of trail snacks, reusable water bottles or a local map with places to explore can also personalise the guest experience.
5. Luxury travellers
Luxury travellers expect nothing but the best and are always on the lookout for exclusivity, comfort, and an experience that goes above and beyond the ordinary. High-end amenities and upsells such as concierge services, private tours and luxury vehicle hires can help you personalise the guest experience while catering to their unique needs.
6. Sustainable travellers
Sustainable travellers usually seek an experience that aligns with their eco-conscious values. Therefore, you may want to invest in an eco-label for short-term rentals to attract this demographic and provide information on how your rental is sustainable on your listings. You should also consider investing in energy-efficient appliances, vegan-friendly snacks for your welcome basket and other locally sourced products to make a great impression.
How to personalise the guest experience
Now that we’ve established why personalising the guest experience is important and traveller personas to look out for, here are some practical ways to make your guests feel special:
1. Personalise welcome messages
Instead of sending the generic “Here are your check-in instructions” email to every guest, personalising the guest experience with a custom message can make a good first impression. Make sure you use the guest’s name in the email and reference their reason for booking a stay. If they are celebrating their anniversary, a simple “Hey Dave, we hope you have an amazing anniversary stay”, and a local restaurant recommendation will make them feel extra special.
2. Customise your amenities
Think of the things your guests would appreciate during their stay, and we’re not talking about towels, body wash and lotion. A bottle of wine and a quick congrats note for guests who are celebrating a special occasion would be much appreciated. Are they travelling with kids? A few board games and toys are a great, unexpected surprise.
3. Localise their experiences
Guests love feeling like locals when they visit somewhere new. Therefore, a simple guide to your favourite restaurants, must-see attractions, and other hidden gems will not go unnoticed. Don’t forget to add emergency numbers and directions to the nearest ATM, grocery store and transport hub.
4. Thoughtful touches
It’s always the little things that count, from thoughtful handwritten notes with a welcome message, a cosy blanket on the couch, a fresh bouquet of flowers or a welcome basket with a few local snacks. Thoughtful touches will leave a great impression on guests and inspire them to leave positive reviews.
5. Guest communication
Guests love it when they have a responsive host. So, make sure you’re always available to answer their questions and help when you can without being intrusive. The good news is you don’t have to keep your eyes glued to your screen 24/7 to be responsive. Smart automation tools like a unified inbox can put all messages you receive in one place, allowing you to always get back to guests faster.
Tools that make personalising the guest experience easier
Personalising the guest experience sounds great in theory, but it can take a lot of time and resources to implement, especially when you have quite a number of properties in your portfolio.
Here are some tools you can use to make personalising the guest experience less challenging:
1. AI integrations
Think all your guest messaging put on autopilot. AI integrations like chatbots instantly respond to guest inquiries with human-like fluency and send them personalised, automated reminders. Pair that with a channel manager and direct booking widget to streamline the booking process, and you’ll be all set to become a super host.
2. Upsell features
Upsell features can help you in personalising the guest experience and skyrocket your ROI. How? By suggesting upsell opportunities that can help you personalise experiences even further, from late checkout options to cleaning services during stays and more. What’s more, you can take advantage of revenue management tools such as dynamic pricing to optimise your nightly rates based on demand.
3. Self-check-in tools
Quality stays are as much about convenience as they are about personalising the guest experience. Therefore, you should use self-check-in solutions for Airbnb hosts to streamline the arrival process for guests, allowing them to get to our property at their own pace without the need for coordination or delays.
Still using lockboxes? Consider taking a look at some of the best alternatives to Airbnb lockboxes. Some even allow you to integrate your check-in system with your holiday let management software!
To conclude
Personalising the guest experience in vacation rentals not only makes your guests feel extra special. It pays off in glowing guest reviews that will rank your property higher on vacation rental platforms, shows potential guests that you’re cut from a different cloth and help you attract more bookings.
With the right thoughtful touches and automation tools to simplify your workflows, personalising the guest experience from booking to checkout becomes easier.