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Hmm, we've been with B.com since 2014 - didn't know we had an area manager. Maybe just for the larger hotels, capital city or tourist regions. I can understand that.
There's so much you can do to create a great guest experience.
First and foremost is the way in which you brought guests to your establishment, usually a website or via social media. Don't overrate your property or provide photographs that make your establishment look much better than what it is. Take good photos and display your property in the best light possible but don't exaggerate. This way, guests are not disappointed from the get go.
Before guests arrive, send them some information. Our property is hidden amongst hills and valleys and can be difficult to find. 2 days prior to travel, our management system automatically sends directions and a few interesting stops along the way. By the time they arrive they feel welcome and important.
If possible, provide guests with a walk through, not just a room key. We take our guests to their room and along the way, advise them of places they might want to see, restaurants / cafes or just a nice drive. Point out where to find hotel facilities then mention if they need anything at all, they can call or visit reception - whatever creates a welcoming guest experience, find it.
During their stay, be interactive where possible, but don't sit and chat or be overly friendly for too long. We find some people just like to chill-out.
Of course, nothing is going to work unless your rooms are cleaned to a very high standard. You can be certain that if there's 1 hair strand on the bathroom sink, incoming guests will find it irrespective of how clean the rest of the room is. This can make a difference between a 7/10 and a 10/10 guest experience. Strive for 10/10 in whatever review category can.