A guest journey is a vital part of the guest experience. In HolidayHero you can customize and tailor the guest journey according to your likes.
What is a Guest Journey?
A guest journey consists of two types of information:
Information that is being pushed
Touchpoints
Information that is being pullend
Guest App
In order to tailor / customize your guest journey, you first need to make sure you have clear objectices. What do you want to achieve with your guest journey?
Examples of highlevel objectives are:
Retrieve 5 star reviews
Provide frictionless self-checkins
Increase revenue per guest
Eliminate questions
Before your start customizing your journey, set your own objectives. Then adjust the journey based on your objectives.
Now let's use the 4 examples above on how to adjust the guest journey to achieve your goals.
Retrieve 5 star reviews
Retrieving 5 star reviews is one of the most sought after objectives. We have analyzed 100's of hosts across the majority of platforms. All the 5 start reviews resemble a set of the following:
Set Clear Expectations
Riew your listing images and descriptions. Make sure that all amenities are listed, and remove any non-existing amenities.
Ensure that all amenities in HolidayHero have the correct information, manuals, and descriptions on how to use them. Easily missed items:
Describe the coffee machine and what type of coffee guests should bring/buy
Describe the location, type, and usage of the iron
Describe the location, type, and usage of the hair dryer
Describe the location, type, and usage of the washing machine
By default, amenities are shown pre-arrival, allowing you to showcase what is available on the property, reducing the need to bring their gear and eliminating questions.
Set clear rules. Rules should be transparent and consistent throughout the entire guest journey. Make sure your house rules on Airbnb.com match your house rules in all communication.
Does your guest app showcase your house rules?
Does your guest app showcase the safety & property guidelines?
Provide a Smooth Booking & Check-In Process
When people travel, they are constantly exposed to new experiences. As a result, they become fatigued and might forget important things and data. Therefore, it is essential to communicate the right information at the right time.
Streamline Communication: Send timely and professional messages to guests, including pre-arrival details and check-in instructions.
Keyless Entry or Easy Access: Use tools like smart locks (e.g., Bold Smart Locks) to simplify check-in.
Does local legislation require you to collect tourism tax and/or guest data? Check what is expected and adjust the check-in process.
Be aware: Some countries, like Italy, no longer allow hostless / self-check-ins. Consult your local authorities to validate your needs. HolidayHero accommodates all types of check-ins.
Offer an Impaccable Guest Experience
A guest experience is the result of guest expectations. You are 100% in charge of managing these expectations as an operator. Ensure that at least these basic expectations are matched:
Spotless Cleanliness: Invest in professional cleaning services to ensure the property is sparkling for every guest.
Tip: Incorporate in the house rules that if the property is not clean upon entry, guests should contact the host, leave a message through the guest app, etc.
Thoughtful Amenities: Provide essentials (toiletries, fresh towels, quality bedding) and extras (coffee, snacks, charging stations).
A perfect upsell possibility is to offer additional towels and linen sets. Sometimes, guests want to change their bedding and/or towels mid-stay, so offer them an additional set.
Within HolidayHero, you can automate this with your cleaners; our supplier portal allows you to do so.
Comfortable Stay: Ensure everything (Wi-Fi, appliances, heating/cooling) is functional. Add small luxuries like premium mattresses and pillows.
Make sure that at least the Wi-FiWi-Fi password is shared within the guest app. This is the number one question asked upon arriving at the property.
Go Above and Beyond
Personal Touches: personalize the app or welcome message or provide a small gift like local snacks or wine.
In HolidayHero personalization can be achieved by using the field codes. You can easily insert the guests name and personal details.
Local Recommendations: Provide a list of local experiences with curated recommendations for restaurants, activities, and attractions.
In the backoffice we allow you to easily create experiences.
Proactive Support: Be available to address guest concerns quickly and politely.
In HolidayHero create a announcement that asks for feedback. Link that to an experience with a form. You have feedback in no time!
Encourage Positive Reviews
Follow-Up Email: After check-out, send a thank-you message and encourage guests to leave a review.
In HolidayHero, create a Touchpoint for after checkout. Emphasize your happiness with their stay and that your are delighted to host them again. Encourage them to give you a 5 star review, as this is one of your motivational factors.
Subtle Reminders: Highlight how their feedback helps improve your service and assists future travelers
Provide Fictionless Self-Checkins
Suppose you are not 100% available for check-in and want the guests to have the opportunity to check in at any given time. Adapt your guest journey to reflect that.
Does your local legislation require the collection of personal data?
Within HolidayHero, we have the option to check in guests. Depending on the configuration, guests will be asked to provide the data of a single guest or all guests (See the Brand > Check In settings).
Remind guests of what they can expect when
Guests always want to enter the property earlier and leave later. Who doesn't want to enjoy a more extended holiday? Remove frustrations by emailing guests a day before arrival and departure about the check-in and check-out times.
By doing so, you set expectations, and they know what to expect.
Handle unexpected situations
If something unexpected happens, the guests want to share it as quickly as possible. In other words, they want to vent their frustration. Make sure that the guest knows that you are there for them. Perfect examples of doing so are:
Schedule a personal email / SMS a few hours before check-in, letting them know you are available for feedback.
Nothing is more annoying than arriving at a damaged property, finding tons of garbage, or having a dishwasher that hasn't run.
Make sure that guests are informed through our automated messages. Let them know what you expect during the check-out.
Increase Revenue per guest
Each guest provides an opportunity to upsell. Many guests can impact your revenue. Below are some examples of how HolidayHero can increase your revenue. The above examples are available on the Touchpoints and the guest app.
Provide additional in-house services
Especially for more extended stays, guests are looking for more comfort. Make sure that the guests have the option to choose services like:
Additional cleaning - charge for an additional in-between or daily cleaning.
Bedding / Linnen - charge for additional linnensets. Guests don't need to wash them themselves.
Chef: A chef can prepare breakfast, lunch, and dinner.
Nanny Services—Consult with a local nanny company and allow guests to book a nanny for their children. This will relieve them from the care and let them enjoy their holiday.
Offer pre-arrival upsells
All guest would love to arrive at their convenience with their standards.
Offer earlier check-ins—if available, allow guests to book an early check-in. Various options are possible. One cool example would be to charge them by the hour.
Offer in-fridge upsells. Are your guests arriving late? And you run an STR? Upon their arrival, guests might want breakfast and a little snack, a perfect opportunity for upselling.
Transport —Make a deal with the local taxi/driver company and offer pickups. Nobody wants to have the hassle of exploring taxi companies upon their arrival. With our supplier portals, guests can communicate directly with your suppliers.
Increase direct (re)bookings through automated messages
Direct bookings are, by default, more profitable than those through OTAs. Here are a few examples of how to increase direct bookings.
Automated post-departure messages
Remind the guests about the new booking season that has just opened.
Remind the guests 90 days after their stay about their incredible stay
Create an email that guests can forward to their friends.
Word of mouth is a powerful tool. Why not help your guests and create a post-stay email that they can forward to their friends?
Eliminate Questions
Each stay, each guest comes with questions. Therefore, the right information at the right time is essential.
Remind the guest of the check-in and check-out times
Schedule automatic touchpoints and stages based on their pre-arrival and/or departure times. By doing so, guests know exactly what to expect.
Highlight important amenities
Most women doubt if they should bring their hair dryer. If you inform them on time, they can get another lovely dress instead of that bulky appliance.
Guests tend to bring (a first set of) coffee and inform them what kind of coffee machine the property is equipped with.
