Fall in love with Airbnb and TripAdvisor

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As a hotelier, you have a lot on your mind right now. OTA commissions and how to drive direct bookings. Increasing TRevPAR by finding ways to sell additional services. Driving loyalty at an age when shopping around has never been easier. Making sense of data. Managing the ‘TripAdvisor effect’ and staying on top of guests’ feedbacks. All this, while the likes of Airbnb are on your heels.

Tech disrupters who emerged over the past few years are here to stay. So are they all bad news or can we make them work for us? 

Let’s look at it from the guest perspective. Imagine you are about to start a once-in-a-lifetime holiday. You’ve earned it. The hotel goes above and beyond, the views are spectacular, it’s warm, it’s sunny, and you can’t wait to start doing everything you planned. 

You want to make the most of your stay, you brought your credit card with you, and you’re not afraid to use it. You definitely want to book an extra-special dinner. You want to play a little golf and maybe pop into the spa at some point during the week. 

To make those reservations, should you call reception? Or would you rather walk downstairs to talk to the concierge? No matter how informed they are, it’s a good bet you would rather order champagne, make yourself comfortable, and proceed straight to browsing and booking everything on your own phone or tablet whenever it suits you. And that time may well have been three weeks ago during your commute to work!

Now, think about all the people who chose to book their stay via Airbnb. They are no different. Just because they decided to stay with Airbnb doesn’t mean they wouldn’t be happy to splash out and book a treatment in your spa or a dinner at your restaurant. 

What about feedbacks? Let’s say there’s something your guests don’t quite enjoy during their stay. They don’t want to wait until they are back home to write a review as per TripAdvisor policy. They would much rather have an easy way of letting you know about it while they are still with you when you can still do something about it. 

And I’m sure you would like nothing more. Those TripAdvisor reviews would look a lot different if you had the chance to rescue the situation before they appear online.

Here are a few tips on how to make the disruptors work for you:

• Look beyond RevPAR. TRevPAR is where it’s at. Selling additional services to Airbnb guests will do wonders for your profitability. 

• Create ways for guests to give you feedback directly, while they are still with you. Manage feedbacks before they become reviews. 

• Know your guests. Use smart analytics and find a way to make sense of data.

• Do not treat check-out as the end of the journey. Keep in touch with guests after they leave, making sure the content you’re sharing is relevant.

These are just a few of the solutions Stay Planner has successfully implemented for clients. Please get in touch with us to discuss what we can do for you. 

Stay Planner

kasia@stayplanner.com

PHONE: +44 0 757 2641 392