Do you give repeat guests perks?

23 replies [Last post]
Madeleine's picture
Offline
Joined:
09/29/2011

Any kind of perk? Reduced rate? Gift on arrival? The ability to cancel without penalty? Booking a single night on a minimum night weekend? Free upgrade?

If it is something that may be obvious to another guest- one night stay or maybe breakfast in the room when that is not something everyone gets- do you care what other guests say? Do you have an 'answer' for people who demand the same treatment?

We do a fair amount of 'catering' to our repeat guests and we do get called on it by guests who can't get the same 'perk' with a single stay once in their lifetime. I have come to think that telling the whiners that what they are seeing is a perk of a long-time relationship is the way to go.

What do you do?

__________________

Everyday, for good or ill, we intersect with some else's story and become a part of it.

 

tedwin's picture
Offline
Joined:
06/02/2008

We give repeat guests their 10th night free.  Not something we advertise but I nice gesture of appreciation.

Joey Camb's picture
Offline
Joined:
04/02/2010

I have a lot of guests that come for a particular event every year - i make sure they have priority booking get the best rooms and rates - I also remind them when the dates for it are and what rooms the need and so on.

__________________

Don't mess with me today or I will kill you!!!!

 

Kay Nein's picture
Offline
Joined:
02/13/2012

We do this too.  Hadn't thought about it earlier.  We usually don't take reservations for the next year until Jan 1st, but with the regulars (Chili Cookoff Budw eiser Rep, Arts in the Park jewelry vendor, etc) we always make sure their dates & their favorite room are reserved for them with no deposits needed.  That definitely makes them feel special.

Madeleine's picture
Offline
Joined:
09/29/2011

K9 wrote:

We do this too.  Hadn't thought about it earlier.  We usually don't take reservations for the next year until Jan 1st, but with the regulars (Chili Cookoff Budw eiser Rep, Arts in the Park jewelry vendor, etc) we always make sure their dates & their favorite room are reserved for them with no deposits needed.  That definitely makes them feel special.

Not wanting to tell you how to do things, but why wait until Jan when you know you can fill up before then? I try to keep my booking calendar at least open for a year from this month. If I know I have repeats who always take a particular room on the same weekend, I pencil them in. Then their room is ready for next year when they check out this year. If they can't make it next year, I still have a year to fill that spot.

(Of course I just looked and I'm behind schedule... I will take phone calls for next year, give them this year's rate and pop them in even tho they can't make the rez themselves. Because I'm behind schedule!)

Kay Nein's picture
Offline
Joined:
02/13/2012

We usually don't get requests for that far in advance, except for our regulars.  And we ensure that they get their specific date & room.  Now, if someone booked through our website for that far in advance, we wouldn't reject it.  I guess maybe I spoke wrong.  I don't turn away a reservation (for anything really), we just never get requests that far away.

Offline
Joined:
10/07/2008

K9 wrote:

We usually don't get requests for that far in advance, except for our regulars.  And we ensure that they get their specific date & room.  Now, if someone booked through our website for that far in advance, we wouldn't reject it.  I guess maybe I spoke wrong.  I don't turn away a reservation (for anything really), we just never get requests that far away.

My experience, is, unless it is an annual event, anyone booking more than a year in advance cancels. Changes plans, etc. And they may do so within your policies...

I won't allow that far in advance. In fact, many events are not posted til the day of the event for th enext year, and then you may want a 2 night min or higher rates, and someone jumps in and books it (yeah, that experience thing again). So i only allow 11 months ahead.

Our very first booking was an entire weekend booked for a local wedding, and none of them ended up staying with us and it was graduation weekend, The prev owners had a 48 hour cancelation policy, we LOST EVERY BOOKING (they all chose a hotel to be together with the kids etc packed into the rooms), and MADE ZERO MONEY!  We had to honor those rez since they were already existing. We have a 7 day cancel policy. They didn't. DORKS!

__________________

Gluten free is never free. - Joey Bloggs

 

Madeleine's picture
Offline
Joined:
09/29/2011

So you do have prices set up in your online booking out to next year? That's all I meant. To not be sitting here in March with a calendar that only goes to Dec. When you could have guests looking and seeing nothing open and wondering if you're closed.

Says me who still hasn't updated for Feb next year.

Joey Camb's picture
Offline
Joined:
04/02/2010

i wouldn't be sure - im taking bookings for July 2014 - mind you  we have the Tour De France!!!! woo hoo coming through our town twice!

Tom
Tom's picture
Offline
Joined:
10/11/2009

Not a formal policy.  As far as I am concerned, first time guests are as special as anyone, but we have been getting a lot of repeat guests (we are starting year 4) and their understanding of us and what we have to offer means that they get special treatment on their own terms.  For example, a guest will return with a plan for a fairly elaborate family reunion (a ton of work and a ton of fun for me), a barbeque, or request a wine tasting, or invite friends for breakfast.

Offline
Joined:
05/30/2008

We offered a discount to return guests.  We had some folks return for another similar event and gave them the discount (which was really not different from the discount we offered to that group of guests).  Smiling  I also left them notes/cards in the room for when they checked in welcoming them back!

We also had a biz rate which was a pretty good discount on the rack rate, so I didn't discount that more for repeats.  They knew that they were getting a good deal!

__________________

People don't notice whether it's winter or summer when they're happy.
~ Anton Chekhov

 

Aussie Innkeeper's picture
Offline
Joined:
01/16/2010

I was just thinking about this the other day. I was considering putting up a wall of hooks to hold coffee mugs and there would be a little tag with the regular guest's name on it, identifying that mug as theirs to use while they're here. Doesn't really cost anything.

What do ya think?

__________________

Lynne
Queen of Everything!

 

Madeleine's picture
Offline
Joined:
09/29/2011

Aussie Innkeeper wrote:

I was just thinking about this the other day. I was considering putting up a wall of hooks to hold coffee mugs and there would be a little tag with the regular guest's name on it, identifying that mug as theirs to use while they're here. Doesn't really cost anything.

What do ya think?

You can write on the bottom of the mug with indelible pen (all different colors). They do this at a local bar with the beer mugs. Works well.

Generic's picture
Offline
Joined:
02/24/2011

Never been called on it, but we are very careful with most of those perks. For example, the discount that we give is never asked for or demanded, we just give it silently and send a new confirmation. If I do upgrade someone, it's based on room rate, longevity of the reservation and of course our convenience.

We do sprinkle a few of my confections around. Sometimes it's for special occasions and sometimes it's simply because we appreciate someone. I actually made some larger ones that I can now write on with a food pen, so we can make them special for the occasion. 

We show the most appreciation of our frequent guests by remembering them and by treating them like family. Going out of the way to make something they like, suggest something new or even just having the room ready the way they like.

__________________

Permission to quote in whole or in part, other than usage on this forum, is entirely forbidden.

 

Offline
Joined:
10/07/2008

Eric Arthur Blair wrote:

We do sprinkle a few of my confections around. 

Reminded me of affection, and I was going to say "Don't wear them on your sleeve" haha

Generic's picture
Offline
Joined:
02/24/2011

Joey Bloggs wrote:

Eric Arthur Blair wrote:

We do sprinkle a few of my confections around. 

Reminded me of affection, and I was going to say "Don't wear them on your sleeve" haha

I'm actually starting to get well known for them. A lot more reservations now include an order for them in the room.

Offline
Joined:
10/07/2008

Eric Arthur Blair wrote:

Joey Bloggs wrote:

Eric Arthur Blair wrote:

We do sprinkle a few of my confections around. 

Reminded me of affection, and I was going to say "Don't wear them on your sleeve" haha

I'm actually starting to get well known for them. A lot more reservations now include an order for them in the room.

You will have to come up with a special name for them, if you haven't already.

Generic's picture
Offline
Joined:
02/24/2011

I do. But I figured saying them online would give away my identity too much. My blog even has pictures and so does my facebook page. I know some of the members on here called them "cookies" but they are considered a confectionary.

Offline
Joined:
10/07/2008

Eric Arthur Blair wrote:

I do. But I figured saying them online would give away my identity too much. My blog even has pictures and so does my facebook page. I know some of the members on here called them "cookies" but they are considered a confectionary.

I would totally ADD that on as well. Nice.

Offline
Joined:
10/07/2008

Eric Arthur Blair wrote:

I do. But I figured saying them online would give away my identity too much. My blog even has pictures and so does my facebook page. I know some of the members on here called them "cookies" but they are considered a confectionary.

Excellent!

I tried the "Blue Ridge Burger" at a laker restaurant, only to find NO BLEU cheese, I felt sure it would have that on it! What a let down. I ended up ordering jalapenos to give it some flavor and zest. I wanted it as I am in the process of finding a dish to ADD blue cheese to (other than quiche) to make it a house signature dish.  I have not gone any further with it...

Generic's picture
Offline
Joined:
02/24/2011

Reminds me of a restaurant around here that has a British Burger... with Swiss cheese on it. Yes, Swiss cheese. Not cheddar, not stilton... swiss. Not very British.

It reminds me of all those shepherd's pies made from beef. Really? A shepherd herds cows?

Kay Nein's picture
Offline
Joined:
02/13/2012

Eric Arthur Blair wrote:

We show the most appreciation of our frequent guests by remembering them and by treating them like family. Going out of the way to make something they like, suggest something new or even just having the room ready the way they like.

I'm with you on that one.  The first-timers will see that we have such a great rapport with the returners.  We make sure to remember their preferences, talk about the last time they were here.  Might give free upgrade, but frankly most already have a favorite room and upgrading them wouldn't really be seen as a positive thing becauase they'd be in an unfamiliar room.

We sometimes give them free drink coozies or hand-deliver warm cookies to their room or sometimes we can hook them up with a freebie or special with one of the downtown restaurants if we really like them.

Hillbilly's picture
Offline
Joined:
10/22/2011

Madeleine wrote:

Any kind of perk? Reduced rate? Gift on arrival? The ability to cancel without penalty? Booking a single night on a minimum night weekend? Free upgrade?

If it is something that may be obvious to another guest- one night stay or maybe breakfast in the room when that is not something everyone gets- do you care what other guests say? Do you have an 'answer' for people who demand the same treatment?

We do a fair amount of 'catering' to our repeat guests and we do get called on it by guests who can't get the same 'perk' with a single stay once in their lifetime. I have come to think that telling the whiners that what they are seeing is a perk of a long-time relationship is the way to go.

What do you do?

This is where InnRewards.com will come in handy as well. If you tell your guests about it.  They will book from this site and you will have a great tool to keep them coming back!

The site is almost finished.  I hope to launch it this week.  But for your question, we do extra little things for loyal guests. 

__________________

Hillbilly

 

gillumhouse's picture
Offline
Joined:
05/22/2008

I am STILL without my computer!!!!!!!

Comment viewing options

Select your preferred way to display the comments and click "Save settings" to activate your changes.