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A way to improve better guest experience feed back

I have a Guest Comment Book in each room together with a laminated sheet explaining what we are about, i.e. things we cannot change and how we strive to offer the best hospitality. I usually ask the guest to fill in  their comments which are usually always  positive. If there is a problem sort it out verbally straight away. Any way I find once they have filled in the Guest Book usually their reviews are good as they have already written positive comments in the book in the room and go away thinking positive. 

Hope this helps

Chris Peace Cottage Montagu, Western Cape 

23 Replies

9
M Adamopoulou

Hi! Peace-Cottage250 and welcome to the forum....
Having a Guest Comment Book is a very good idea.
In addition to a welcome letter I have a white board with a nice drawing and a welcome note. Most guests in return leave me a thank you note.
Keep well...

5 months ago
2
Julaweg

Hi guys,

We are renting rooms in Zakopane, Poland. My son has most of the time personal contact with guests. I'm managing all reservation and contacts on the computer. My role is to record all reservation, answer to guests questions check and respond to reviews.

I have trouble to figure out what is best to do to impress or satisfy guests. The several time when we upgraded rooms it did not work. Guest are suspicious do not believe that anything can be free nowadays. Most even do not thank you or write a nice review.

Fortunately there wonderful guests who enjoy their stay and everything we offer, but how to know ahead of time? How to recognize these good ONES.

5 months ago
7
Katerinka12

My guests left me a written note... I didn't ask for anything... I, in fact, was skeptical about them, because they were more people than in reservation and I got a call from another host, who couldn't accommodate them because he didn't have enough beds and the guests were complaining about "too thin beds". When they checked in, they told me that they just came from a friend... I didn't say anything.

They were traveling in style, carrying Apple gadgets and posh bags... While their reservation price for that extra person would change just to... 5 dollars.

Cultural differences 😁 But communication skills do matter. How was sweet of them to offer me a glass of champagne and the next day when I came to an empty apartment and saw a surprise.

That written note just felt so good, because I never asked for any feedback. It was purely their decision in addition to a typed review.

And I marketed it well. I took pictures of it and added to my property photo album. And I put it on the refrigerator for other guests to see.

5 months ago
2
Julaweg

You are right it's very difficult to predict ahead of time what to expect. It's wonderful that this lovely moment happened. It's worth more than money can buy.

5 months ago
7
Katerinka12

"My role is to record all reservations, answer to guests questions check and respond to reviews.

Please, change your role to ASK guests questions and MOTIVATE them to leave review BEFORE they arrive, not after.

When guest books, make sure you ask him questions. For example, how would you like your bed to be done? What's the best way to contact him? Before arrival send a note that you wish him safe flight and good stay.

I also send a note "if any problem, please contact me during your stay, not after, so we can fix it". After reservation I immediately add guest number in my phone book and send welcome note. In addition, my welcome note has my number as well.

5 months ago
7
Katerinka12

Since this topic is opened for Guest Comment Book, I will share some tricks in another topics.

5 months ago
1
Peace Cottage250

Thanks Katerinka,for the tips. I guess one learns to read guests to promote a positive experiance while we host them. I always make myself available for anything they might need. I pre message is good. I give them my phone number so for any further info or if they get lost I am a call away.

5 months ago
1
Beachbreak Hol…

I had comment books in all my units but eventually took them out as whilst some guests used them for the purpose they were put into the unit many others let their children use them for colouring in or they tore out bits of paper to use as scrap.

5 months ago
9
M Adamopoulou

Hi! -Beachbreak-Holiday-Letting unfortunately guests can be very creative...
Have a beautiful weekend....

5 months ago
4
Kibokoafrica

What a great idea peace cottage250. i like it

5 months ago
9
M Adamopoulou

I think communication is the key to positive feedback. Communicating before arrival....during their stay...discussing with guests resolves problems that you couldn’t imagine they existed.
Cheers!!!

5 months ago
2
Julaweg

All correspondence work if is read. I look at the copy of my email sent to guests through Booking.com and have my self hard time to learn what is about. It was so much junk added to the email. I have also proved that some guests do not bother to read them at all. As you can imagine they complain about communication later on. We have a guest who did not even know the address of our place or name not to mention phone or email number. She had information on a dead mobile phone. I'm pretty sure they are getting from Booking, reservation confirmation that can be print, but nobody does it.

You do not need much to get into trouble if the guest is unhappy from start on. I'm glad my son has a lot of patience, tolerance and he loves people.

5 months ago
7
Katerinka12

"I'm glad my son has a lot of patience, tolerance and he loves people."

You have a nice son!!!

5 months ago
9
M Adamopoulou

Nice sons, nice daughters, nice granddaughters....that’s what hosting is all about...

5 months ago
9
M Adamopoulou

Hello! Captainsquarters21 your place looks so beautiful. Being in the tourist world for so many years you certainly have some good tricks and tips to share with us.
Wish you all the best.

4 months ago
2
Stringybarkhills

We always introduce ourselves to our guests (either when they arrive or as soon as possible) and show them where the facilities are and where tea/coffee is available 24/7 and where/breakfast will be available. We also try to talk a little about the property (particularly if they have a dog) and whats available locally.. We have local tourist info brochures available.
As we live onsite we are generally on hand to sort out any issues as they arise and try to go the extra mile by posting any forgotten items back to the guests (at our expense) .

Good communication is the key, before during and after a guests stay.

4 months ago
7
Katerinka12

"Good communication is the key"!!!

My favorite saying: communication is the key to success!

GUESTBOOK

Thanks to this topic 😊 I am thinking of putting the guestbook just because I am curious. What kind of guestbook would you suggest?

Ideas:
1) Traditional guestbook in the form of a book
2) board with magnets
3) black board with chalks (could be fun for kids and adults too!)
4) textile envelopes with paper messages
... Anything else?

4 months ago
9
M Adamopoulou

Hi! Katerinka12 I like the idea of a traditional guest book. I have white board with a welcome note and a drawing made by my granddaughter. Small kids leave me a drawing with a thank you note..
You can have both, guest book and blackboard. The kids will love it.
Wish you a wonderful weekend.

4 months ago
1
Mary Lyle2003

Hi guys. I have a small town house and a country place which is on the same finca as my home.
I always contact my guests usually via WhatsApp to give them joining details including links to Google maps and a foto of the main entrance.
I meet them on arrival. Each house has a guest book, a list of basic instructions (WiFi code house rules) and a list of local farmacies.
I have been left some lovely messages and drawings from our younger guests.

4 months ago
1
kinneret village

Dear all,

A guestbook is great for leaving the stress out, but I found that if I simply ask the guest upon check-out "how was it?". Usually, he will take everything out from his system and I can either thank him or explaining to him what went wrong and why.

Moreover, a good review requires cultivation all the way. What I mean is that you have to be direct and honest with the gust before he or she makes the reservation, because you Must match expectations.

Secondly, when the guest arrives you need to explain them again about your place and what it offers because you Must match expectations.

Thirdly, every day if possible ask them how was there night, and if everything is OK so you can deal with issues right there and not wait with it until they leave.

And lastly, as I said before, ask them how was it upon check-out.

Hope that helps.

Regards,

4 months ago
1
Peace Cottage250

Great with all the positive feedback re the guest room comment book. The cover of the book is attractive and colorfull. A pen is also available. Have only lost one pen so far! I also have a laminated page stating what we do and what cannot be changed. I have had comments about location. Hello we cannot change location and we get 7.5 review. Why when they book with us do they not see where we are situated.Also for example we do not iron sheets. We use organic washing powder and allow the linen to get fresh air and sunshine to dry them.Therefore no iron! So these and other positive points are there for the guests to read and understand (hopefully!)

So good to learn from other partners.

Thanks and regards

Chris

4 months ago
1
Clover Taylor

We put a guest book in and at the start copied in our first few reviews from BDC. Next to each of those we wrote “review on Booking.com, March 2019” etc. No one wants to be the first to write a comment in a new book! 

We also supply a notebook and pens, so guests use that instead of the guest book. 

2 months ago