Somewhere around the end of June I wrote about what Millennials love and what their travel behavior is. My final conclusion was that they love apps and expect a simple and reactive service. Today I will tell you what not to do – if you don’t want to annoy your Millennial guest.
1. If you lack a representative online presence
Millennials do everything online and use a variety of platforms and channels. If you’re nowhere to be found, you’ve basically pulled yourself out of the race! Millennials will not find you credible if you don’t show up on their channels, so make sure your website and booking site listings have great pictures and descriptions of your property. Also, they will definitely check your online reviews to see what other guests have to say about you.
2. If your website is unresponsive
Millennials expect a good mobile experience. If you don’t have this – forget attracting Millennial guests. eMarketer reports that 78% of US adults booked in 2015 using their smartphones.
3. If they can´t check room availability
Millennials want things to be done now – at this exact moment – including the possibility to reserve a room at your hotel.
4. If you don’t confirm their booking straight away
You don’t want to confuse people by not confirming their reservation immediately. An automated email after reservation or booking is crucial. Reassure your guest that everything was successful.
5. If you don’t write them an email before their arrival
Millennials can easily feel neglected if they do not hear from you. They need the reassurance that your hotel is ready for their stay. They are used to a high level of service. Remind them what they need for check-in and other additional services. This will show your Millennial guests that you are looking forward to meeting them. We recommend that you send it via your PMS a week before their arrival.
#If you aren’t there when they want to check-in
Be at the front desk and have their room ready! Or have a mobile app so your guest can come whenever he wants to. In an ideal scenario you also provide keyless entry. Millennials love to open their hotel room with an app using their beloved smartphone. (I also do and I am not a Millennial.)
6. If you aren’t there when they want to check-in
Be at the front desk and have their room ready! Or have a mobile app so your guest can come whenever he wants to. In an ideal scenario you also provide keyless entry. Millennials love to open their hotel room with an app using their beloved smartphone. (I also do and I am not a Millennial.)
7. If you forget about their special request
Millennials in particularly can be very demanding about their requests. This can be a special diet like gluten free, vegan food or any other thing. Don´t forget a Millennial expects you to have all this provided information ready when he arrives and that you react accordingly. If not, you might have to deal with a very annoyed Millennial.
8. If you respond unprofessionally to negative reviews
Guests are entitled to an opinion, even if that means sometimes that opinion is negative. Listening means accepting good and bad. Respond promptly, because the nature of the internet is such that within minutes of a review being posted, it can be read by a few or a few thousand. Be polite and don't place blame on anyone. Always thank a guest for their feedback, be polite and don't place blame. A guest will appreciate a response that addresses their concerns over one that looks for an excuse.
10 Tips what to do with Negative Reviews
Negative reviews don’t have to ruin your day. In fact if handled correctly, they can be a powerful tool. According to recent industry research, most travellers are critical thinkers who can have their opinions swayed if a negative review is addressed in the right way.
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