As a spot host, managing your guests' expectations is important to ensure they have a positive experience and feel satisfied with their stay. Setting the right expectation at the right time is key!
When guests visit your spot page, their journey with you starts. What can you do to manage your guest's expectations? Here we have some tips with time references for you:
Provide accurate and detailed information on the spot description:
- Ensure spot profile accuracy- Make sure your spot profile and other communication channels clearly state what your spot offers, such as the available facilities, the types of spots, and house rules or restrictions that guests need to know about.
Be honest about the conditions on the spot; you can also address some points from guests' feedback and reviews, such as "closer to the main road good for a pit stop but will be noisy at night." Or "In the middle of the wild, quiet and private, please follow the check-in instructions and suggest first-time visitors check-in in the daytime.", etc. - Manage noise and disturbances- Be clear about your site's policies on noise and disturbances and enforce them consistently. This can help your guests to feel more comfortable and relaxed during their stay.
- Respond promptly to your guests' inquiries and provide helpful information to answer their questions. You can mention some common questions from guests in your description or even create FAQ and send them to your guest on roadsurfer chat/ email after booking.
- Provide clear check-in and check-out instructions: Make sure your guests know when they can check in and out, and provide clear instructions on how to do so. This can help to avoid confusion and frustration during their stay.
Clear instructions for a smooth check-in process and share your hospitality:
- Examples: Greetings in-person at check-in, share local insights. Even when you are not around, you can send a message to check on the guest or provide a spot manual showing the guest how to use the facilities.
Offer amenities and services:
- Provide amenities and services that meet or exceed your guests' expectations. This might include clean restrooms, showers, laundry facilities, food and beverage options, fire pits, and picnic areas.
- Respond to complaints: Address any complaints promptly and with a positive attitude. Take the time to listen to your guests' concerns and offer solutions that address their issues.
Managing your guests' expectations is about being honest, responsive, and proactive.
By providing accurate information, being responsive to inquiries, offering amenities and services, managing noise and disturbances, responding to complaints, and providing smooth check-in and check-out, you can help to make sure your guests have a positive experience at your spot.