What guests expect from holiday accommodation
More people began travelling again after the crisis caused by the COVID-19 health emergency.
Needs depend on the reason for travelling, length of stay, group composition and the property’s characteristics. Review recent enquiries and comments to prioritise equipment, information and support.
What you offer, or do not offer, in your holiday apartment affects guest satisfaction. Your aim as a host is to deliver what you promise and exceed expectations, improving satisfaction and loyalty. Greater satisfaction can lead to better comments, reviews and ratings on booking platforms, as well as word-of-mouth recommendations to friends and acquaintances.
To help you become the best host you can be, Alehost offers the following recommendations:
Products
Let us start with the basics: what should you leave in your holiday apartment?
- Toiletries: Guests often lack suitcase space for a large wash bag. Travellers flying with hand luggage may also face liquid size restrictions. Providing shower gel, shampoo or soap can solve a packing problem and leave room for other belongings. A hairdryer is another item commonly expected in accommodation: do not forget it!
- Food: You do not need to provide a full grocery shop, but some water, bread, fruit or cereal can be helpful. Guests arriving at inconvenient hours will appreciate it.
- A remote office: Remote working became more common following the pandemic, and many people combine work and travel. Remember MICE travellers too: people visiting for business events. These guests need accommodation that also supports work, including a suitable workspace, reliable internet and somewhere to rest.
- Practical details: If your property accommodates several people, whether families or groups, consider the number of keys. They may have different plans and schedules and need an additional set. Anticipate the problem and offer extra keys in advance or make them available against a deposit.
- Safety: Every holiday apartment owner hopes nothing will go wrong, but things do not always work as expected. Beyond legally required equipment such as smoke detectors or extinguishers, consider additional support in case of an incident. A well-stocked first-aid kit, for example, is useful and something guests will appreciate.
- Keepsakes: For an extra touch, offer something memorable that guests can take home. A keyring, photograph, postcard or bottle opener are possible ways to leave a positive lasting impression.
Services
Publish check-in and check-out times and explain whether flexibility is available. If you cannot receive guests earlier, provide genuine luggage storage alternatives; do not promise storage without suitable space and procedures.
Ask whether there are practical needs you should consider when preparing for arrival, and explain what you can provide. Avoid requesting health information indiscriminately. If a guest shares a relevant need, limit access to and use of that information to what is necessary to meet it.
Tourism is increasingly global, and you may not always be able to speak your guests’ first language. Nevertheless, brush up your English and communicate as effectively as possible.
The stays you offer must fit the legal category and listing conditions. For longer stays, agree cleaning, linen and other services, specifying what is included and what costs extra.
Inventory
At Alehost , we believe these tips will help you meet your guests’ needs. Before closing, we also recommend, as we have before, preparing and maintaining an inventory of every item in your holiday apartment. This makes it easier to identify incidents, theft or wear and replace items before the next guests arrive.
Organise the list by priority
First check requirements and the essentials for rest, hygiene, safety and access. Then add services that meet your booking profiles. You do not need to buy every extra at once: choose what you can maintain and explain properly.
Turn the list into a room-by-room inventory with quantities, condition and replacement needs. For specific requirements, review our guidance on family accommodation and business travellers. The listing must reflect what is available in that property, not a generic list of possibilities.
