Have you ever experienced that communication with your guests doesn't work properly and misunderstandings arise? This is frustrating for both you and your guests.
But you can easily avoid such situations by choosing the right communication strategy from the outset, as this is at the heart of successful ownership. Every interaction, whether in person or in writing, shapes the image your guests have of you and your holiday home. Your choice of words, appearance and forms of communication can make the difference between an average holiday experience and an unforgettable one. In this article, we explain how you can always communicate in such a way that your guests feel completely at ease and are happy to return!
Before arrival: Communication via your online presence
Successful communication as a holiday home host begins before guests have even booked your holiday home. A well thought-out and promising online presence creates a positive first impression for potential guests and favours their decision to book your holiday home. A strategic approach to presentation is therefore essential. Communicate the features of your holiday home clearly and comprehensively, but without completely overloading the description - tact is required here. Not quite sure how to approach your property description? No problem, we have put together some specific tips for you here.
Photos are also an important part of communication - after all, a picture is worth a thousand words. No matter how beautiful your holiday home or holiday flat may be, it won't be booked with bad pictures! So make sure to emphasise the advantages of your holiday home not just explicitly in the text, but also visually through your photos, and in high image quality. You can find out more about this in our guide to the perfect property photos.
Language
The language barrier is an important aspect, especially if you frequently have international guests. Make sure to provide all written information - from the property description to the guest folder - not only in German, but also at least in English and ideally in other languages. This is easy to do with online translation tools such as DeepL or Google Translate. Ideally, you should also greet guests from abroad in their native language. Memorising a few friendly words is enough to make a positive first impression. This shows appreciation and your endeavour to build a good connection with your guests. You can find more tips for dealing with international guests here.
Provision of information prior to arrival
Once your guests have decided on their holiday home, it is important that they receive all the relevant information in good time. This way, no questions remain unanswered regarding the planned stay and guests can look forward to it. If you are registered with atraveo by e-domizil, you don't have to worry about this point: you store the arrival information for your holiday home in the owner area and we will send it to your guests in good time. Make sure that the information provided is easy to understand and always up to date. Clear directions and other information will help to guarantee a smooth journey.
Reception of guests
First impressions count - so the reception is particularly important. Optimum preparation naturally includes memorising the names of your guests. Greet your guests personally, if possible. ‘Face to face’ is the best way to answer questions and, if necessary, show or explain details of the holiday home. If you cannot be there yourself, make sure that the check-in runs smoothly without you. Send a representative you can rely on or organise a contactless key handover - in this case, it is particularly important to provide guests with information before they arrive.
Your appearance
A professional demeanour and a well-groomed appearance create trust and show that you take your role as host seriously. Always treat your guests as equals and endeavour to maintain a polite tone at all times, even if your guests have something to criticise or a difference of opinion arises. After all, it's not for nothing that they say ‘the guest is king’!
Not yet registered as an owner with atraveo by e-domizil? Register now quickly and for free and increase your rental income in no time.
Provision of information material in the holiday home
Prepare a guest folder containing all the information relevant to the guest's stay. You should always include your contact details and emergency contacts. Guests expect fast and reliable communication during their holiday. Therefore, make sure that your contact details are clearly visible and always up to date.
Think about what else might be of interest to your guests, for example additional information about the holiday home, the surrounding area, tips for local restaurants or places of interest. Use your knowledge to give your guests valuable insights and recommendations - they will thank you for it. Remember to also place Wi-Fi access clearly visible. If necessary, also provide operating instructions for devices in the holiday home. It may also be useful to draw up house rules, which you can leave in the holiday home together with the guest folder. In this case, it is best to refer to the house rules verbally when welcoming guests.
Transparency and clear information
Honest and open communication is crucial for a positive holiday home experience. Always give your guests truthful and clear information about the holiday home as well as its facilities, location and any special features. The reality should match the guest's expectations created by the property presentation, or at best even exceed them with small positive surprises. Give clear instructions on check-in, use of amenities and departure. You should always be available to answer questions and give advice.
Obtaining and responding to feedback
Ask your guests before they leave whether they enjoyed their holiday home and encourage them to give feedback, be it praise or constructive criticism. Take the time to evaluate the feedback and respond accordingly. This shows your guests that their opinion is taken seriously. You will also learn from any mistakes and can improve.
Conclusion
Communication with your guests is central to your success. From initial contact to departure, it is important to be transparent, approachable and personalised. Through careful planning and preparation, you can ensure that your guests feel welcome and enjoy their stay to the fullest. By listening to their needs, providing local recommendations and encouraging an open feedback culture, you can create a positive experience for your guests and therefore successfully let your property.
