How to steal guests back from Airbnb

Competition is nothing new to accommodation providers.

But in an OTA-centric world, the push for direct bookings has taken on a new fervour. And the newest kid in town, Airbnb, has added to the struggle, with approximately 4.5 million homes for rent in more than 81,000 cities around the world.

Though the sharing-economy giant has gained considerable ground in recent years, some hoteliers still choose to see Airbnb as foreign or as an annoyance. OTAs were once regarded in the same way, and we all know how that turned out.

Today’s sharing economy is a real thing, due in no small part to the unprecedented growth among millennial travellers.

We might also say it’s due to every person’s need to feel special and cared for when they travel. Arguably, Airbnb has made an art out of feeding this need, recently expanding its “experiences,” to 1,000 more cities.

Playing up what makes you special is essential to engage potential guests.

This goes beyond just keeping up with Airbnb, again, due to the sharing economy. Guest overnight accommodation choices are expanding, and the increase in limited-service properties is creating more unique competition for today’s hotels.

Because of this, you need to ensure that your property and room type options fit into your larger market.

Also, check to see how your property compares with various competitor occupancy levels or bedding options.

Finally, beyond the traditional competitive sets with similar properties, you need to make sure that your hotel can dip into other areas to shift the guest share back toward you.

It’s All About Personalisation

What do your guests really want? Having the right features in your booking software can make all the difference when it comes to personalising guest offerings.

One popular feature is add-ons. These are an easy way to boost revenue and improve your guests’ experience at the same time.

Don’t overthink them, because they can consist of virtually any hotel-sponsored products, i.e. shuttles, bicycle rentals, special room prep, foods, wines, etc.

Utilise a feature like ‘persuasive messaging’, which shows strike-through pricing and immediate savings on-screen.

Allow personalised offerings for each guest group, including tours, weddings, and conferences. And then tailor those experiences by room or rate so they are filtered in a relevant manner.

Persuading them to stay – and book

Let’s look at the issue of a guest simply finding an attractive rate.

It is within the sweet spot of room/rate/date that hoteliers and revenue managers price and forecast. These components can also create some side effects as they hide true availability for a property.

By using a booking engine geared to the technique of blended rates, you can begin filling the gaps between rates with a master rate.

This way, guests can continue to book on their preferred stay dates, with blending done behind the scenes, invisible and seamless to the guest.

Once you’ve responded with availability offerings, it allows you to list top upgrades for each booked room, and engage in gentle up-selling, making booking more costly rooms less stressful for guests (and more appealing) by taking it in smaller steps.

Offerings that matter

Imagine that you have multiple offers for your guests as they search.

You might have an advanced purchase rate where they get a different percentage off. And maybe also a discounted rate based on length of stay.

While these are good ideas, placing the burden on the guest might tempt them to wander over to the Airbnb site because they think they might feel more understood.

Leverage technology by showing them content relevant to them curated from their own information.

Curating rates, the practice of sorting and presenting only the most relevant booking content to your guests, removes the search burden.

It loops through all those lists of information, sorting out, and sharing with your guests only those choices most relevant to them.

Putting the “share” in sharing

People are more likely to book when they see their choice validated by others, a phenomenon also known as ‘crowd voting’.

This is not surprising, considering that today, reviews have taken on the tone and importance to many people of a trusted friend, or even a relative.

It’s also a fact that people do not post about their booking experience, they post about their hotel experience.

Therefore, you want to make your guests’ job as easy as possible, and reassure them that they are making the right choice to book with you by linking a well-respected review site like TripAdvisor directly into your website.

But reviews are never a set-it-and-forget-it proposition. As they say, good news travels, but bad news travels faster.

You must evaluate your reviews to draw out what is actually happening during your guests’ stay and what is happening online after the stay, then address it.

Becoming and remaining actively involved in the review loop will also allow you to inform guests of upcoming promotions, add-ons, and upgrades that you know they will love.

The bottom line?

The hotel experience has always been about sharing.

With our technological means to share like never before, hotels need the most effective techniques available to start attracting – and converting – more guests with offerings unique to them.

Because if you can make a traveller feel special in ways that are most relevant to them, you have a better chance of transforming searchers into loyal guests.

This will help you build your brand as they build and share their life experiences through you.

Paula Perrin

Paula Perrin is senior marketing analyst at Sceptre Hospitality Resources

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  1. I would never link my website to a review site such as TripAdvisor. Doing do sends your guest off your site, to a site which in turn is now an OTA in disguise. So why send an opportunity to an OTA at a cost instead of converting them yourself. Perhaps spend a greater effort in capturing a review yourself and linking the guest to a review page on your own site, which in turn has a Book Now or Check Availability button embedded into it.

    We need to fight against these simple mistakes we easily make before we lose even more of our business to third parties

  2. Had a customer recently who posted a review and stated we gave her the wrong address. Problem is she would not listen to what she was told on the phone. Big ego small brain.

    So that is now my fault and out there for the world to see.

    Yeah, reviews, wonderful things…………..

    The whingers of the world have found their spiritual home where they can anonymously slag a business regardless of whether their is any justification!

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