Our industry may have many varied opinions about Airbnb, but there’s no denying the platform has a great content and customer engagement structure. Airbnb and its hosts put the utmost focus on providing guests with as much information and personalisation as possible.
This is built on delivering a constant and detailed stream of contact, and a large volume of great destination content. This helps guests to feel more comfortable and prepared for their stay.
The concept of a ‘home away from home’ doesn’t have to be restricted to the sharing economy however. You can afford guests the exact same quality of service at your hotel, by giving some extra attention to the way you communicate with them.
Let’s look at how your hotel can use some of the tactics employed by Airbnb to gives guests yet another reason to stay at your property.
Tactic #1: Create a downloadable PDF showcasing your local destination
Airbnb Guidebooks let hosts put together a comprehensive list of destination recommendations and tips. Some cities also have city guidebooks, which are combined lists of recommendations that hosts have added to their own guidebooks.
Everything from restaurants, parks, attractions, grocery stores, tourist hotspots, and more are listed to give guests a reference point for every need they may have.
You can do the same at your property by providing a downloadable or printable PDF. Even going so far as to provide a description for each item will let guests know exactly what’s in store and where to go. Adding photos is also a great touch and every recommendation should come from a ‘local’ perspective.
Tactic #2: Publish additional destination content on your website
The personal touch is what stands out most for Airbnb. Every piece of knowledge or advice is coming from a true local who knows the best spots are not always the most publicised or the most expensive.
