As a vacation rental owner joining our program, you’ll be happy to know that creating memorable stays that drive bookings and repeat guests is our top priority. After all, building great guest experiences in this space isn’t just a perk; it’s the foundation upon which everything else is built. That’s why we’ve spent so much time carefully curating the guest journey—because it’s all about the complete experience, extending beyond a few interactions, that shapes how guests feel about their stay, influencing whether they’ll return or not. 

For Scenic Stays, the guest journey starts the moment a guest discovers your listing and continues until they’re on their way home and dreaming of their next stay. Each stage of their experience includes well-timed, thoughtful messages, from helpful tips and check-in details to local recommendations and a friendly farewell. Consider it the VIP roadmap that helps us (and you!) ensure guests have such a great time that they can’t wait to rebook. 

Why does it matter? Happy guests don’t just leave glowing reviews. They go home, share with their friends and family, and transform into your most loyal customers. This proactive approach ensures that guests feel supported and valued every step of the way. It also builds lasting impressions that lead to 5-star reviews, future bookings, and bigger returns for you!

Here’s a breakdown of key touchpoints in the Scenic Stays guest journey:

Pre-Arrival: Setting the Stage

A stellar guest experience begins with timely, informative communication across all the right channels. Each type of message has its place: emails are ideal for sharing booking confirmations, pre-arrival information, and payment reminders, providing guests with essential details well in advance. As their booking date draws near, we send a friendly SMS message confirming their reservation details with helpful information to set the stage for a pleasant check-in experience. 

We also include a link to the guest portal with easy access to reservation details, directions, property features, and amenities. We even throw in a few local tips and recommendations to make guests feel right at home. This gesture not only builds anticipation for their upcoming stay but helps shape expectations so there are no unpleasant surprises. When applicable, we promote gap night sales to maximize booking opportunities so your property consistently generates as much income as possible. Tailoring messages to each guest adds a personal touch and goes a long way toward making them feel special. 

Arrival and Check-in: The First Impression

Once guests arrive, they’ll be ready to dive into their vacation, whether relaxing by a pool, unwinding at the beach, or grabbing a cocktail at a local tiki bar. The key is to keep things simple, respecting their time and space so they can enjoy every moment. At Scenic Stays, we offer a streamlined check-in process to help them settle in quickly, and clean, welcoming accommodations ensure they transition into vacation mode without a hitch.

A brief SMS message welcomes them to the property and lets them know we’re available 24/7 should they have additional questions or concerns. By leveraging automation, we can send timely and consistent communication to let them know we’re committed to providing the best possible experience. This helps minimize issues; however, questions do pop up, like how to operate an appliance or where to find extra towels. We address questions, issues, and concerns with prompt responses and follow-up to confirm resolution. With quick, attentive support, we can handle these situations immediately, so guests can focus on enjoying themselves. 

Departure: Leaving a Lasting Positive Impression

Sending a friendly reminder about the check-out process the night before departure helps guests stay on track. If they know where to dispose of trash, what to do with the linens, and whether or not to load the dishwasher beforehand, they can enjoy that last morning to its fullest. It also keeps the cleaning teams on schedule when preparing the property for the next guest.

We also include a brief survey while their vacation is still top-of-mind. This simple touchpoint allows guests to share their feedback while helping us refine our services to create even better guest experiences. We’ve found this is also a great time to extend exclusive offers and rebooking incentives and invite them to join the local community, whether signing up for a newsletter or subscribing to receive emails with special promotions and offers.

Post-Stay Engagement: Building Loyalty and Rebookings

Shortly after they arrive home, we follow up with another request to complete the survey. We do this because we know how important quotes and reviews are, as they’re often the first place prospective guests look when choosing accommodations. They also reveal other interesting insights that guests may share, including their favorite restaurants, what the kids enjoyed most, and what made their stay memorable. This additional information can be invaluable for refining the guest journey and attracting future bookings. It’s no surprise that positive feedback builds credibility and trust, and it’s a great way to highlight your property’s unique features. By consistently delivering memorable guest experiences, we aim to make each stay exceptional, helping boost your property’s reputation and encourage rebookings. After we’ve gone the extra mile to ensure a smooth, carefree visit, we make it easy for guests to leave a five-star review!

Creating Memorable Stays the Scenic Stays Way

At Scenic Stays, we handle all the details to create a consistent, high-quality experience. Our focus on the guest journey ensures each stay is seamless, personal, and memorable, from the initial booking to a friendly welcome to a warm farewell. We’re committed to delivering elevated stays with genuine hospitality, helping your property stand out, and keeping guests coming back time and again!