In a competitive market, hotelier’s must balance how to appeal to in-market travelers without overpromising.
Our new eBook, The Hotelier’s Guide to Managing Guest Expectations in the Digital Age, dives deep into the ever-changing landscape of guest expectations. Here, we provide 6 tips for setting expectations for your property.
1. Know thyself
Know what your property is—and what it is not. If your property is located in a financial district, it’s probably not a place where guests can ‘escape from it all’. So, be sure that your messaging reflects your property and your offerings.
2. Know your guest
Knowing the type of guest you’re looking to—and likely to—attract will help you set and meet expectations. European Hostel’s Hans Brinker knows their target audience is the young budget traveler, looking for a room at a decent price in a good location: “Pool, gym, ice sculptures, famous chefs, free slippers, bell boys, floral arrangements, car services – this is a list of stuff we don’t have” and is used as a draw rather than a disadvantage of booking with them.
3. Don’t overpromise
Avoid using generic terms that sound nice, but may not accurately reflect your offerings. For example, “high-end luxury” may lead your guests to assume you have a spa or decadent restaurant. If you don’t, you’ll struggle to meet your guests’ expectations.
4. Emphasize your best qualities
For example, if your location is ideal for certain activities, like a scenic bike tour, have some bikes you can lend out, or suggest some rental shops in the vicinity. If you are close to a great park or point of interest, highlight that by posting the walking time.
5. Celebrate your unique offerings
Craft a story around the fun features or experiences that make your property unique. Acknowledging your offerings that aren’t typical is a great way to manage guest expectations and get them excited about staying with you.
Make the services where you really exceed expectations and are meaningful to guests the focal point of your messaging and advertising. If you try to be all things to all people, you’ll fall short somewhere. For example, if you provide an excellent breakfast, make sure everyone knows it.
With a few tweaks, you can set the right expectations about your hotel from the outset. Our new eBook provides more tips and tricks for managing hotel guest expectations from start to finish. Check it out now!