Today’s market demands short-term rental professionals focus on profitability. This means that establishing a direct contact with guests has become essential, not just a nice to have. Hence more hospitality operators seek to build on “owned land,” favoring the benefits of direct channels over third-party sites. While there are many advantages to having visibility with online travel agencies, building a direct booking strategy is important. The foundation of the direct booking strategy for short-term rentals lies in owning and leveraging data. 

For more information and actionable tips, we are breaking down the thesis, shared by Francois Gouelo at the Book Direct Show. The recent tech advancement make building a solid data strategy more crucial now than ever before. Of course we mean the artificial intelligence boom and its availability for property managers. Now is the time to collect, centralize and take action on your data. We are sharing a guide on how to do this without annoying your guests and overload your team.

TL;DR: Breaking down the main ideas of the workshop plus current updates. 

We’ll outline actionable steps for vacation rental businesses to use data for driving return guests and direct bookings.

Reimagining Guest Experience Through Data

The Power of Predictive Insights

Let’s reimagine the guest experience through a data-centric lens. Understanding and predicting guest needs leads to unparalleled service delivery. Immediate responses, personalized messages, tailored recommendations, one-click purchases are bridging the gap between traditional hospitality services and the digital future.

Immediate responses are a critical component of this data-driven approach. In an era where speed and efficiency are paramount, guests expect their queries to be addressed in real-time. AI-powered chatbots and automated messaging systems can provide instant answers to common questions, while more complex inquiries can be routed to human staff who are equipped with the guest’s preferences and history at their fingertips. This ensures that every interaction is both timely and relevant, enhancing guest satisfaction and streamlining operations.

Personalized messages are another way data is reshaping the guest experience. Instead of generic communication, hotels can send tailored messages that resonate with individual guests. Whether it’s a special offer on a service they’ve shown interest in, a reminder of their favorite amenities, or a warm welcome back after a previous stay, these personalized touches make guests feel valued and understood. This level of engagement fosters loyalty and encourages repeat visits, turning one-time guests into long-term patrons.

Tailored recommendations are the next frontier in hospitality, offering guests suggestions that are perfectly aligned with their tastes and preferences. By analyzing data such as past bookings, social media activity, and even real-time behavior during their stay, hotels can offer personalized experiences that range from dining recommendations to local activities. This not only enhances the guest’s stay but also opens up additional revenue streams through upselling and cross-selling opportunities.

One-click purchases are simplifying the way guests interact with services during their stay. Whether booking a spa appointment, ordering room service, or upgrading their room, guests can now make decisions and complete transactions with just a single click. This ease of use is a hallmark of the digital age and bridges the gap between traditional hospitality services and the digital future. By making it easier for guests to access and enjoy what the hotel has to offer, businesses can increase revenue while also improving the overall guest experience.

Data Ownership and Competitive Edge

By owning their data, hospitality businesses can gain a holistic understanding of their guests’ preferences, behaviors, and expectations. This deep insight allows them to craft unique experiences that resonate on a personal level, creating a sense of connection and loyalty that generic, one-size-fits-all approaches simply can’t match. For example, a hotel that knows a guest’s preferred room temperature, favorite type of pillow, or dining preferences can have these amenities ready upon arrival, making the guest feel instantly at home.

Operational efficiency is another significant benefit of data ownership. When businesses have direct access to their data, they can streamline processes, optimize resource allocation, and reduce waste. For instance, predictive analytics can help in forecasting demand, allowing for better inventory management, staffing, and even energy usage. This not only reduces costs but also ensures that guests receive the highest level of service, even during peak times.

Furthermore, data ownership fosters deeper connections between businesses and their guests by enabling more personalized and relevant communication. Rather than bombarding guests with generic promotions or updates, businesses can send targeted messages that speak directly to the interests and needs of the individual. This could be anything from a personalized discount on a spa service the guest has previously enjoyed to a curated list of local attractions that align with their past activities. Such tailored communication not only enhances the guest experience but also reinforces the guest’s perception of the brand as attentive and responsive to their needs.

Data Dependency: Reverting the OTA game 

Yelp got crushed because it had a massive data dependency. So what is this data dependency in your hospitality business? And how can you revert the OTA bookings game? 

Your Business depends on potential customers – guests. OTAs (online travel agencies) depend on those same guests. But let’s not forget, OTAs also depend on you. But it’s all about the data they share with you, to be more precise – do not share with you. With the guest being at the center of this all, this is your data dependency. 

How can we solve this? 

You’ve been told the guest experience starts when they check-in to your rental properties. But, the guest experience starts when a guest searches. As a first step, any professional short-term rental company needs its own website. 

Your Guest Experience is Your Sales Funnel 

When comparing a traditional sales funnel to a one in a short-term rental business, it will look like this: 

Marketing qualified leads (MQLs) are when guests search for a place to stay. Sales Qualified Leads (SQLs) – when potential guests inquire about the property. The confirmed booking is equal to a demo booked and the actual stay experience is the negotiation. The experience will define your final goal achievement – the repeat booking, equal to close lost, won or move to nurture. 

OTAs have a complete control of your top of funnel and your repeat business. But with the great guest experience you can actually win on the latter. While you can’t compete with big booking platforms on the inventory size, brand equity or marketing power, you own your guest experience.

Why do popular booking sites control your repeat business? They deliver a streamlined experience. So can short-term rental owners and operators!

You can move from this: 

to this:

Applying Data to Drive Direct Bookings 

So how do we use data to drive more direct bookings in your short-term rental business? 

Collect Data 

How can you collect data from your guests? Guidebook links, verification links, check-in registration, payment links, website visitors data, Google Analytics, etc. Your property management software (PMS) and other other third-party platforms have data you can use to personalize interactions. 

Here is just an example of information you can collect from guests: name, email, phone number, travel reason, preferences and restrictions, etc.

Centralize Data 

How do you centralize all the information you have internally? We’ve discussed data warehousing in our recent webinar, talking about preparing an STR business for the future. Future is now and you need to have a single source of truth about your business internally. 

Put Data to Action – Deliver a Remarkable Guest Experience

You have all of this data, now what? There are many ways to close the loop of your guest experience. 

1. Personalizing your guest interactions all along the guest journey. Providing tailored suggestions according to guests preferences, interests, travel reasons, season, etc.
2. Adapt your communication and guest messaging with the tools people want you to use. Instead of long emails, message your guests on WhatsApp, SMS or just send a link that proactively has all the information they need for a great stay.
3. Use AI to answer quickly to any guests queries, provide AI-powered concierge services, quickly create personalized content for your audience.

Building Businesses for the Digital Age

Building a business today demands a fresh perspective on data, embracing its opportunities, and navigating its challenges with integrity. In an era where data drives decisions, the direct booking revolution is not just about adapting but thriving by harnessing the full potential of data. It involves leveraging insights to craft personalized experiences, streamline operations, and foster deeper connections with customers. By embracing advanced analytics and maintaining transparency, businesses can create meaningful, lasting impacts that not only enhance customer satisfaction but also drive sustainable growth. This revolution is a testament to the transformative power of data when used thoughtfully and strategically.

The Future of Hospitality is Personalized and Data-Informed

The future vision combines tech advancement with data-driven, personal, and human interactions. It’s a new era where every interaction is informed by insightful data, yet feels uniquely personal and deeply human. This delicate balance is crucial for fostering authentic connections while leveraging technological advancements. Businesses across industries are beginning to view their relationship with data through a new lens, recognizing that data is not just a tool for efficiency but a means to enhance the human experience. As organizations strive to create more personalized and engaging interactions, they are redefining the role of data in shaping meaningful customer relationships and driving innovation. The future will see a harmonious integration of technology and humanity, where data empowers businesses to deliver exceptional and tailored experiences while retaining the warmth and personal touch that builds lasting bonds with their audience.

Navigating European Guest Registration With Local Authorities

When hosts engage in the operation of vacation rentals, they take on a significant responsibility that extends beyond merely providing a place to stay. A key aspect of this responsibility is understanding and adhering to local regulations. Compliance with these regulations is crucial, as it ensures that guests can enjoy their stay without concerns about legal complications, and allows hosts to operate their businesses without the stress of potential penalties or disputes.

Furthermore, responsible hosting practices contribute positively to the local community. By following local regulations, hosts help maintain the integrity of the neighborhood, prevent disruptions, and foster positive relationships with residents. This responsible approach supports the sustainability of the vacation rental industry and enhances the overall guest experience.

By staying informed about and compliant with local regulations, hosts can navigate the legal landscape with confidence, ensuring a smooth operation and contributing to a harmonious balance between their business and the community. This proactive stance not only safeguards the host’s interests but also promotes a respectful and enjoyable environment for everyone involved.

What Are the Requirements for Travelers?

In certain EU countries, for short stays of less than 3 months it’s required to report your presence to local authorities soon after arriving, usually at the town hall or police station, and not reporting could lead to fines and expulsion. Typically the reporting is done by accommodation facilities (i.e. hotels, hostels, vacation rentals, campgrounds).

The exact requirements and procedures for reporting presence can vary from country to country within the EU. The general framework and regulations are provided by The Convention Implementing the Schengen Agreement.

EU Countries You Need to Report Your Presence 

• Croatia
• Cyprus
• Czechia
• Denmark
• Estonia
• Finland
• Germany
• Ireland
• Italy
• Latvia
• Lithuania
• Luxembourg
• Netherlands
• Romania
• Slovenia
• Spain
• Sweden

Navigating the Guest Registration Process for Hosts

Registering guests for short stays in European countries involves a series of steps that hosts should follow to ensure compliance with European Union Law regulations. It is important to note that Regulation (EU) 2016/679, also known as the General Data Protection Regulation (GDPR) states that organizations and entities processing personal data must guarantee a certain level of data protection and privacy. Individuals must have control over their information.

Although steps can differ by country, here’s a basic outline of the reporting process:

Research Local Regulations

Before hosting guests, it is essential to thoroughly research the specific guest registration requirements for the EU country in which you are operating. Each country has its own set of rules and regulations regarding guest registration, and compliance is crucial for legal operation. Start by visiting official government websites related to tourism, hospitality, or local municipal regulations to gather the necessary information.

Additionally, consider reaching out to relevant local authorities or tourism boards for detailed guidance. They can provide up-to-date information on required documentation, registration procedures, and any additional obligations you might need to fulfill. This proactive approach ensures that you are well-informed about the legal requirements and helps you avoid potential pitfalls.

Understanding and adhering to these regulations not only facilitates a smoother operation but also enhances the overall guest experience by ensuring that all legal aspects are properly managed. Taking these steps before hosting will contribute to a compliant and successful rental operation, while fostering trust and reliability with your guests and local authorities.

Collect Required Information

Gathering the essential information needed for guest registration is a critical step in ensuring compliance with local regulations. This information typically includes guest names, identification details, and contact information. You should also record the duration of their stay and any other specifics that may be required by local authorities.

It’s important to ensure that the identification details are accurate and up-to-date, as this information is often used for verification purposes. Depending on local regulations, you may also need to collect additional details such as nationality, address, or the purpose of the visit.

Having a well-organized system for collecting and storing this information not only helps you stay compliant but also facilitates a smooth check-in process for your guests. By keeping accurate records and adhering to regulatory requirements, you contribute to a secure and professional operation, enhancing both guest satisfaction and your standing with local authorities.

Provide Necessary Forms

Prepare any required forms or documents for guest registration in accordance with the guidelines provided by the local authorities. These forms are essential for ensuring compliance with local regulations and can vary depending on the specific requirements of your region.

Forms and documents might be available for download on official government websites, which often provide the most current and relevant information. Alternatively, you may need to obtain these forms directly from local government offices or tourism boards. Some jurisdictions also offer physical or digital submission options, so be sure to confirm the accepted methods for your area.

Ensure that all required fields are completed accurately and that you adhere to any additional documentation requirements, such as copies of identification or proof of address. Proper preparation and timely submission of these forms will not only help you avoid potential legal issues but also contribute to a smooth and efficient guest registration process.

Communicate with Guests

Before your guests’ arrival, it is crucial to communicate the importance of guest registration and inform them about the required information. Clearly outline the details you will need from them, such as names, identification numbers, and contact information, and explain that this process is a legal requirement.

Provide clear, step-by-step instructions on how they can submit their information. This might include filling out specific forms or providing copies of their identification documents. Consider sending this information in advance via email or a guest portal, and offer assistance if they have any questions or need clarification.

Emphasize that completing this registration is not only a legal obligation but also helps ensure a smooth and efficient check-in process. By proactively addressing these requirements, you can help your guests prepare and comply with the necessary regulations, contributing to a hassle-free arrival experience and maintaining compliance with local laws.

Document Verification

Upon guest arrival, it’s important to thoroughly verify their identification documents and record the necessary information accurately. This step ensures that all legal requirements are met and helps maintain the security of your rental operation.

Carefully check the authenticity of the identification documents provided by the guests. This might include passports, national ID cards, or driver’s licenses, depending on the local regulations. Make sure to capture all required details such as names, identification numbers, and expiration dates.

If regulations require, make copies of their identification documents for your records. Ensure these copies are securely stored and handled in accordance with privacy laws and data protection regulations. Proper documentation and accurate record-keeping are essential for compliance and can prevent potential issues with local authorities.

By diligently verifying and recording guest information, you not only adhere to legal standards but also provide a professional and secure experience for your guests.

Complete Registration

Submit the guest registration forms or information to the relevant local authorities within the specified timeframe to ensure compliance with local regulations. The submission process can vary depending on the jurisdiction and may involve several methods.

You may need to submit physical paperwork in person or via mail to designated government offices or local tourism authorities. In some cases, online submission is required through official government portals or registration platforms. Ensure that you follow the specific instructions provided by local authorities for each method of submission.

If you are using an online platform, double-check that all forms are filled out correctly and that you receive a confirmation of submission. For physical submissions, consider keeping copies of all documents and obtaining a receipt or proof of submission when possible.

Adhering to the submission requirements and deadlines is crucial for avoiding potential penalties and ensuring that your rental operation remains in good standing with local authorities. By managing this process efficiently, you contribute to the legal and professional operation of your short-term rental business.

Keep Records

Maintain a comprehensive record of all guest registration submissions, including the dates of submission and any confirmation or reference numbers provided by the authorities. Keeping detailed documentation is crucial for several reasons.

Firstly, it serves as a personal reference to ensure that all required registrations have been completed and submitted on time. This can be invaluable in case of any future queries or audits by local authorities. Secondly, having a clear record of submissions can help resolve any discrepancies or issues that may arise, providing a clear trail of compliance.

Store these records securely, whether digitally or in physical form, and ensure they are easily accessible if needed. Regularly review and update your documentation practices to maintain accuracy and completeness. By keeping meticulous records, you can effectively manage your compliance obligations and demonstrate your commitment to adhering to local regulations.

Comply with Deadlines

Adhere to any registration deadlines set by local authorities to ensure full compliance with local regulations. Timely registration is crucial, as failing to register guests within the specified timeframe could lead to various consequences, including penalties, fines, or even expulsion from the rental market.

It’s important to keep track of all relevant deadlines and set reminders to avoid missing them. Regularly check for any updates or changes in registration requirements or deadlines from local authorities to stay informed.

By meeting these deadlines, you not only avoid financial repercussions but also demonstrate your commitment to responsible hosting and regulatory compliance. This proactive approach helps maintain the integrity of your rental operation and supports a positive relationship with local officials and the community.

Stay Informed

Stay updated with any changes in regulations that might impact guest registration practices in the future. Regulations can evolve, and staying informed ensures that you remain compliant and avoid any potential issues. Regularly check official sources such as government websites, local tourism boards, or municipal regulations for the latest updates.

Consider subscribing to notifications or newsletters from relevant authorities to receive timely information about changes in registration requirements or deadlines. Engaging with professional associations or industry groups can also provide valuable insights and updates on regulatory changes.

By proactively monitoring and adapting to new regulations, you can maintain smooth operations and uphold the highest standards of compliance. This vigilance not only helps you avoid legal complications but also reinforces your commitment to responsible and professional management of your short-term rental property.

Seek Professional Advice

If you’re unsure about any aspect of guest registration, consider seeking advice from legal professionals, industry associations, or local experts who are familiar with the regulations in your specific European country.

Keep in mind that these steps are general, and details can differ by country. Thoroughly researching and understanding guest registration rules are essential for a successful, compliant hosting experience.

The Importance of Compliance with Guest Registration

Complying with guest registration rules in European countries is not only mandatory to avoid paying fines or being expelled, but it also offers hosts of vacation rentals other significant advantages which can impact their operations and interactions.

Legal Compliance

Following guest registration rules guarantees hosts adhere to the law, crucial to avoid possible fines, penalties, or even halting rental operations and expulsion. Legal compliance provides hosts with peace of mind, allowing them to focus on providing excellent experiences for their guests.

Positive Local Authorities Interactions

When hosts are proactive in following regulations, authorities are more likely to see them as responsible community members. This can lead to positive interactions if hosts need local assistance or clarification about vacation rental operations.

Enhanced Guest Experience

Guests appreciate an organized check-in process with legal registration. Feeling secure and informed boosts overall satisfaction, potentially resulting in return visits, positive reviews and word-of-mouth recommendations.

Community Harmony

Neighbors are more likely to appreciate hosts who operate within the bounds of the law, minimizing any disturbances caused by unchecked or unauthorized rentals. A respectful approach to hosting can lead to a sense of community support and cooperation within the local community.

Easier Taxation and Financial Transparency

Proper guest registration aids hosts in accurately reporting and paying any necessary taxes related to their vacation rental income. This transparency can simplify financial matters and prevent potential tax-related issues in the future.

Adhering to guest registration needs in European countries isn’t just about simple compliance of regulations; it’s about cultivating a good reputation, nurturing community ties, and ensuring a safe, pleasant experience for both hosts and guests. This proactive approach offers many benefits, enhancing the overall success of vacation rental operations.

Challenges You May Encounter

Dealing with guest registration as a vacation rental host can come with its fair share of challenges. It’s important to be aware of these challenges in order to navigate them effectively.

Language Barriers

Hosts may encounter language barriers when trying to understand and communicate guest registration requirements, especially in countries where the official language is different from their own. This can lead to misunderstandings, misinterpretations, and potential errors during the registration process.

Unfamiliar Procedures

Navigating the procedures and processes involved in guest registration can be unfamiliar territory for hosts who are new to the vacation rental industry. Each country may have its own set of rules, forms, and online platforms for registration, which can be overwhelming for hosts trying to comply for the first time.

Varying Requirements

Guest registration requirements can differ significantly from one European country to another. This can be confusing for hosts who operate in multiple locations or for those who have guests from various countries. Keeping up with the varying requirements and staying compliant across different jurisdictions can be challenging.

Administrative Burden

For hosts who manage multiple properties or handle various aspects of their vacation rental business, the administrative workload associated with guest registration can become burdensome. This can include collecting and submitting guest information, keeping track of deadlines, and ensuring accurate reporting.

Technical Challenges

Some countries might require hosts to register guests through online platforms or electronic systems. Hosts who are less tech-savvy or have limited access to reliable internet connections may struggle with using these platforms effectively.

Changes in Regulations

Regulations can change over time, and hosts need to stay updated to remain compliant. However, staying informed about changes in local laws and regulations can be a challenge, especially if the information is not readily available or accessible.

Time Constraints

Guest registration can be time-consuming, especially for hosts who manage multiple properties or have a high turnover of guests. Hosts may find it challenging to balance their time between managing their rentals and fulfilling registration requirements.

Guest Communication

Explaining the guest registration process to guests and collecting the necessary information from them can sometimes be met with resistance or confusion. Guests might not understand the reasons behind the registration and could be hesitant to provide personal information.

It’s important for hosts to be proactive in the face of challenges. This includes using resources like government websites for guest registration info, employing translation tools, seeking local support services, and consulting experienced industry peers familiar with guest registration in their operating country.

Technology Is Making The Guest Registration Process Easier

There are technological tools available to assist hosts in streamlining the guest registration process, such as Enso Connect and its ability to simplify guest registration for hosts, and streamline and monetize your guest journey. 

With Enso Connect you can:

• Collect and store guest information seamlessly as part of the booking process, including front of ID, back of ID, and a selfie photo.
• Manage check-ins digitally, pre-filling registration fields.
• Tailor registration forms for local rules, sent before arrival.
• Manage currency and set pricing and charge any local tax or tourist fee.
• Ensure guests understand the purpose of the fee to prevent confusion or conflict.
• Apply custom automations using ‘If This Then That’ logic to personalize and set up fees according to your specific rules.

In guest registration, tech tools like Enso Connect can really help streamline the process. Enso Connect is the solution for hosts, making guest registration easy, compliant, and guest-friendly.

Frequently Asked Questions About Guest Registration

Conclusion

Guest registration plays a pivotal role in the growing popularity of European vacation rentals. It’s not just a legal requirement; it’s a fundamental aspect of responsible hosting that ensures the safety, security, and harmony of both guests and local communities. By sharing essential guest information with local authorities following the GDPR, hosts contribute to effective emergency responses, crime monitoring, and neighborhood order.

While the exact steps can vary depending on the country, the core principles remain consistent. Thoroughly researching local regulations, collecting required guest information, verifying identification documents, and timely submission of registration forms are key elements of the process. Staying informed about any changes in regulations and seeking professional advice when needed are essential to a successful hosting experience. 

By taking the responsible path of guest registration, hosts can build credibility, foster positive relationships with local authorities, elevate guest satisfaction, and ensure that their vacation rentals contribute positively to the overall experience of travel in Europe.

How Enso Connect Can Help

Streamline your operations, improve guest experience, and collect the required information to properly register your guests within the EU.

If you’re interested in learning more about Enso Connect, book a demo and one of our team will walk you through the platform!

Provide a great guest experience, while increasing revenue

While having your guests’ contacts allows your sales team to generate bookings, with more details you can personalize their stay. Greeting the guests by their names is a first step, but offering personalized and curated services will directly drive more revenue to your business. For example, high-quality wifi and desk arrangements for business travelers, kids-friendly services for families, pet-friendly features for dog owners, etc.

Here we are using the analogy of guest experience being a vacation rental sales funnel. Meaning the way guests experience their stay at your property is what makes or breaks your next sell. This is where your marketing team can create tailored offers, curate add-ons, partner with local vendors, etc. You can get creative with ways to provide elevated customer experience, using the real time data you have about the people you are hosting. Consumers are willing to pay a premium for convenience, luxury, saved time. Knowing their needs and preferences you can offer upsells and cross-sells at the time when they really need and appreciate your offers.

How short-term rentals handle guest data

We have asked vacation rental managers to share their guest data practices, does and don’ts and plans for the next year. There are a couple of interesting findings:

1. 22.2% of property managers are not collecting guest data

While the percentage of missed opportunities may be relatively low, each one represents a potential loss in repeat bookings, a diminished guest experience, and additional revenue. Hospitality businesses that do not actively manage and leverage their guest data are essentially leaving money on the table.

Failing to utilize guest data means missing out on valuable insights that could drive personalized interactions, enhance guest satisfaction, and increase the likelihood of repeat visits. By not capitalizing on this data, businesses forgo opportunities to tailor their offerings and marketing efforts to better meet guest preferences, ultimately impacting their bottom line.

Effective management of guest data enables hospitality businesses to optimize their strategies, identify trends, and make informed decisions that can lead to improved guest retention and revenue growth. Embracing data-driven approaches ensures that businesses are not only enhancing the guest experience but also maximizing their revenue potential and securing a competitive edge in the industry.

2. More than a half (55%) of the vacation rental managers are collecting their guest data only from the person who made the booking.

These businesses are missing out on significant opportunities to attract additional guests to their property. By not obtaining and leveraging data from current in-stay guests, they are potentially limiting their reach and growth.

Capturing and utilizing guest data can enhance marketing efforts and promotional strategies, allowing businesses to extend their reach by at least 50%. This additional data provides valuable insights into guest preferences and behaviors, enabling operators to tailor their outreach and attract similar profiles of guests.

For instance, understanding the demographics and interests of current guests can help in crafting targeted marketing campaigns, optimizing offers, and improving referral programs. By tapping into this wealth of information, hospitality businesses can not only increase their visibility but also drive more bookings, thereby significantly boosting their occupancy rates and revenue.

In essence, effective data management and utilization can lead to substantial growth in guest numbers and overall business success, making it a crucial component of modern hospitality operations.

3. 22% obtain guest data by sending travelers between 3 and 5+ different links pre-arrival

Overwhelming guests with excessive emails, links, and messages can lead to a frustrating experience, creating friction and potentially resulting in negative reviews. It’s crucial to ensure that communication is streamlined and user-friendly, fostering a positive interaction with guests.

Creating a comprehensive guest portal is a highly effective solution. This centralized platform consolidates all the information guests need, such as check-in details, local recommendations, and booking updates, while also enabling them to provide necessary data and feedback effortlessly. By offering a single, intuitive interface for managing their stay, the guest portal enhances the overall experience and minimizes the risk of miscommunication.

A well-designed guest portal mirrors the seamless, user-centric experiences that consumers have come to expect from leading digital retailers and service providers like Amazon, Uber, and Airbnb. Just as these platforms excel in providing frictionless digital interactions, a guest portal can deliver a similar level of convenience and satisfaction in the hospitality industry.

Implementing such a portal not only improves guest satisfaction but also streamlines operations for property managers, ensuring that communication is efficient and effective, and ultimately contributing to a more enjoyable stay for guests.

5 steps for a vacation rental guest data strategy to sell and serve better

1. Define your goals

What do you want?

• Vet people staying at your property?
• Being able to market to them in future?
• Personalize upsell offers?
• Improve the experience?

2. Identify your resources

What do you have?

• Do you have a team or tools to collect guest data?
• What kind of services and add-ons can you offer? Etc.

3. Decide what data do you need

• First Name and Last Name to personalize communication
• Email and or phone number to reach them directly
• Travel purpose, age, family status, etc – to tailor offers and timing
• Lifetime value – to know how much you can spend to bring them back

4. Create the process to collect the data you need

• Get past the gatekeepers like OTAs, Google, social platforms by having your own data collection process: lead magnets for prospects, check-in forms for guests, surveys for past guests.
• Extract information from your systems: how long did the guest stay, how much did they spend, what did they request, purchase, etc.

5. Manage the data you have

• Organize the data you have in a spreadsheet, CRM or any tool allowing you to analyze your findings and translate them in an actionable plan. 

• Make data-driven decisions and implement changes according to the takeaways. 
• You can then look at ways to automate this process using the right technology to support this endeavor.  

There are many more ways in which knowing your guests impacts your vacation rental revenue. It increases your guest satisfaction, drives better reviews, even helps create efficiencies in your business operations.