Providing great guest experiences

Now that you have a scheduled guest arrival, it's time to set up a welcoming process that guides them through check-in. Here are some tips to make the process smooth and efficient:

• Reach out before their stay: As we’ve mentioned, sending a friendly welcome message through your Booking.com Inbox tab reassures guests that they've made a great choice in booking with you. This is a great opportunity to remind them of your check-in time and provide useful information, such as directions or parking facilities.
• Use the key collection feature: If you're unable to welcome your guests in person, you can use the key collection feature to explain ahead of time how they can retrieve the keys to your property without you being present.
• Facilitate guest requests where possible: If a guest requests to change part of their reservation, you can decide how to handle this based on your policies in a way that works for both of you.
• Prepare your property: Creating a strong positive first impression of your property is important. Consider preparing your property by small touches like lighting up your living room or refreshing your bathroom to make your guests feel welcome and comfortable.
   

Optimise for what guests review at your property

When your guests stay with you, it's crucial to consider what they're likely to highlight in their reviews of your property.

In addition to the overall 1 to 10 rating, guests are also asked to rate your property for other categories such as cleanliness, comfort, value for money, facilities, staff and more.

Focusing on these areas is essential because they can have a significant impact on prospective guests who are exploring your property page.

• Be inclusive: As a Booking.com partner, your property has a global reach and you may be welcoming guests from diverse backgrounds. Be respectful of cultural differences, and if you're unsure about your guests' needs or preferences, don't hesitate to ask them for more information.
• Provide a guidebook of your property: If an in-person tour isn't possible, provide an overview and instructions that highlight important facilities and amenities, such as Wi-Fi information, how to use the appliances, and where they can reach you.
• Recommend restaurants and local attractions: Guests who are new to your area will appreciate your local knowledge on the best dining and entertainment options nearby.
• Confirm check-out procedures: Even if you've outlined this information in your booking policy, it's always a good idea to remind guests about your check-out time and procedures, such as removing the bedding or taking out the garbage. If you offer a late check-out option, let them know about any additional fees.
• Delight guests with small acts of kindness: Gifts such as chocolates, small toys for children, or tastes of local products and beverages often are more valuable to your guests than the cost you incur for them. Such hospitality goes a long way, and creating such memorable experiences is what will make your guests want to return to your property.
• Respect their privacy: Once your guests are settled in, give them space to enjoy their stay. This also means respecting all applicable privacy laws and regulations regarding security devices on your property. If your guests need you, they can reach out to you using the contact information you've provided.
   

Make a lasting impression on your guests by ensuring your check-out process is just as smooth as your check-in. Here are some important things to keep in mind after your guests have departed:

• Request feedback: After check-out, we automatically send an email to all guests to request their feedback. Since guest reviews play a vital role in your ranking and performance on our platform, it's always a good idea to thank them for their stay and proactively and ask for their feedback.
• Read and reply to reviews: If you receive feedback, it's important to read, absorb and respond to your guests – especially if the feedback is constructive. Taking responsibility for any mistakes or shortcomings helps you improve as a host. Since these reviews are public on your property page, responding to them shows other potential guests that you take your guests' feedback seriously.

By prioritising guest experience and reviews and implementing strategies to encourage positive feedback, you can improve your property's performance, leading to more bookings and higher revenue.