Think about your favorite place to stay. It’s probably not the cheapest one you’ve ever booked, right? You keep going back because it feels right. That’s because guests don’t fall in love with things. They fall in love with experiences.
And this is where experiential branding comes in, because people don’t keep coming back for a checklist of amenities. They come back for how a place made them feel.
Guests who feel emotionally tied to your property’s story will come back year after year, even when cheaper or flashier options pop up.
Turning First-Timers Into Lifelong Guests
Now, here’s how to turn first timers into forever guests:
Make Their Trip Feel One-of-a-Kind
If a guest feels like their trip couldn’t have happened anywhere else, you’ve done your job. A welcome kit can be a throwaway gesture, or it can be the start of a story. Skip the generic snacks and add locally made treats, a jar of honey from a nearby farm, or a coffee blend roasted right down the street.
Same with your local guide. Don’t just list tourist spots. Give them your version — the hidden beach that’s perfect at sunrise, the cafe where the owner knows every regular by name. That’s how they start telling your version of the destination to other people.
Speedy Service Wins Repeat Guests
Nothing kills a return visit faster than slow or frustrating communication. On the flip side, fast, helpful responses make guests feel secure. That starts before they arrive, maybe a quick call to confirm details, or connecting them to your concierge so dinner reservations and grocery delivery are sorted before they land.
While they’re there, make help just a text away. If you can solve a Wi-Fi glitch or get extra towels delivered in less than 10 minutes, you’ve made a lasting impression and bought yourself a spot in their next vacation plan.
Keep the Relationship Alive, Even When They’re Gone
The trip may be over, but your connection doesn’t have to be. Within days, send a thank-you note that mentions something personal from their stay, like how they loved the fire pit or explored that secret hiking trail you suggested. If you took photos for them, send those too.
Then, give them a clear and easy reason to book directly with you next time. This could be a discount, an extra night for free, or a complimentary experience they didn’t get the first time around. The key is making the incentive feel like a reward for them personally, not just a mass promotion.
When guests feel remembered, appreciated, and rewarded, they’re far more likely to skip the search and come straight back to you for their next trip.
Keep Your Calendar Fully Booked With Jennette Properties
In luxury rentals, the difference between a one-time booking and a loyal guest often comes down to how you’ve made them feel, not just in the property, but in the story they tell themselves about their trip. If the story is strong enough, they’ll want to live it again. And again.
If you want guests to return year after year and keep your property performing at its best, Jennette Properties is your partner in making it happen. All of our clients trust us to keep their calendars full and their properties performing at a premium.
Contact us today; let’s start building your property’s story.
