A recent textual analysis carried out by US-based Evolve Vacation Rental on 879 reviews, uncovered 4 important keywords that are key in the hospitality industry, especially in the holiday letting and boutique hotel sectors.
As the infographic above shows, the most mentioned words analysed were:
This means that the above are key in meeting guests’ expectations, and if well-played, any of the above can be used to impress beyond expectation, triggering positive reviews and personal recommendations.
Keep it clean!
Most probably there are many definitions of a “clean” room. If you really want to do it the right way, then I would recommend watching the TV series “Hotel Impossible” where host Anthony Melchiorri shows how it ought to be done.
Meet your guests and take your time to show them around the property, explaining how things work and how to get around. Worst thing is to give your guests the impression that you are in a hurry. If for some reason, you cannot dedicate the appropriate time on checkin, apologise and set a convenient time when you can drop by and answer their questions.
Decorate with taste!
Now this is a tricky one. Taste is very subjective but in this case the hosts needs to distance themselves from what they like and furnish for their guests. Remove all personal items such as family pictures and de-clutter the place. Use Pinterest for inspiration and decorating ideas.
Location, Location, Location!
This is the most difficult to “fix”. However, even if your property is not in the “ideal” area, provide your guests with enough information to locate shops and restaurants. Keep maps handy as not everyone is conversant with Google Maps and other GPS apps on their smartphone.