Calculate Compliments Criticism - Lodging Newsletter February 28, 2023

By Wm, May
Published: 02/28/23 Topics: Guest Behavior, Lodging Newsletter Comments: 0

Successful lodging properties have always understood that hospitality requires a precarious balance of seeking compliments with the equal risk of criticism. Vacation rental managers have also learned these lessons, but there is a difference - guests must be happy, but so must the property owners.

What one guest thinks of as a wonderful amenity can be unattractive to another visitor. Owners purchase homes based on what they like and outfit them as they imagine. In turn, they expect guests to love what they love.

But marketing doesn’t work that way.

The quickest route to failure for a business is to tell customers what they will and will not like. The best route to success is to figure out what consumers want (which can be difficult) and give it to them (which can be equally difficult). All in hopes they will buy what is offered.

One lake front cabin owner spent a fortune to furnish their "White House" with white provincial furniture, white straight back chairs. No couches. White shag carpet, bright white walls, white dining room table, white cabinets, white plates and, even, a white baby grand piano.

Of course, the owner insisted on very stringent rules to avoid damaging this white monstrosity - no shoes, no children, no dogs. Of course, you can’t blame her for worrying and with today’s dynamic range photos, 3D tours and videos, guests could see what a stunning place it was.

Unfortunately, guests don’t come to the lake to sip tea, play tiddlywinks and listen to chamber music. It did not rent well and the guests who did come, didn’t just not like it. They hated it.

That is the lesson. Ask guests what they want and give it to them. This newsletter calculates a kind of formula to show how features that may garner some compliments may also expose the property to complaints. Get out your calculator for the attached list.

Costly mistakes are easy to make.

---

Lodging Newsletter February 28, 2023
Author: Wm May

Do a little math to calculate the right and wrong pathways to guest satisfaction. Positive scores mean good reviews. Negative scores mean bad reviews.

Hot Tubs - The world’s most requested amenity and can increase your bookings (+25 points), but no hot tub (-200 points).

Video Door Bells - Helpful with arrivals (+ 5 points), but some guests find them creepy (- 100 points). Installing risks rude zero star reviews.

Keurig Coffee Pots - Guests love them (+ 5 points), but not if they aren’t given an unlimited number of expensive pods (- 25 points).

Bottle of Wine - A nice gift to some (+5 points), but wine-snobs complain when your $100 bottle offends them. (- 50 points). Free alcohol is illegal, so Martintelli’s Cider instead, $3 a bottle.

Flannel Sheets - A cozy treat for some (+5 points), but scratchy creepy to others (-25 points). Keep flannels stored for your own use.

Guest Book - Reading prior compliments is nice (+ 5 points), but turns ugly when kids read hidden porno tucked in the book by the prior guests (-100 points). Guests books are risky.

Internet TV’s - Increasingly many guests love streaming (+10 points), but curmudgeons fume when difficult to use and local TV stations are missing (-30 points).

No Dogs - Some just cannot leave Fido home, so allowing pets is good (+25 points). But, if you refuse dogs, some will sneak in Rover anyway (-50 points).

Fireplaces - Guests enjoy burning wood (+ 20 points), but if firewood is limited, they smoke you in reviews (-20 points).

Shampoo & Conditioner - Wall mounted dispensers are handy (+2 points), but impossible to sanitize (-10 points). Wrapped bars and liquid soap? Yes.

Hair Dryers - Good hand held in every bathroom (+10 points). No hair dyers (-20 points).

Wine Glasses - Not fancy, but plenty of them (+15 points). Non-wine glasses only? (-15 points). Remember that wine snob above?

Pots & Pans - Good condition skillets, pots, pans, blender (+ 10 points). Worn or too few? (-25 points).

Fire Pits - They simply love them (+20 points). No fire pit (-10 points). Free wood is a must and propane is even better.

Propane BBQ - Reliable, dependable and cleanable (+15 points). Charcoal is messy and difficult (-10 points). Spare tanks? Of course.

Patio Chairs - Comfy and sturdy (+15 points). Flimsy or uncomfortable (-15 points).

Author: Wm, May, Vortex VIP
Blog #: 0956 – 02/28/23

Sponsor: Vortex VIP – – VortexVIP.com