Mastering STR Customer Service and First Impressions with Rachael Butler

Are you ready to elevate your guests' experience without breaking the bank? In this episode, we explore the art of creating unforgettable stays through thoughtful personal touches and exceptional customer service.Join me as I chat with Rachel Butler, owner of the Angel Caves bed and breakfast in Gran Canaria. Rachel shares her journey from bustling London to the serene mountains, where she's mastered the art of hospitality.In this episode, you’ll learn how to:The power of first impressions and how to nail them, even if you're not on-siteSimple, cost-effective ways to make guests feel like VIPsStrategies for setting clear expectations and exceeding themHow to handle unexpected issues while maintaining excellent customer servicePlus, get Rachel's expert tips on:Crafting a welcoming atmosphere that doesn't require a hefty investmentCommunicating effectively to build guest loyaltyBalancing personal touches with essential amenities“You’ve got to be so empathetic to what they’re going through that you understand you.” - Rachael ButlerAbout Rachael ButlerRachael Butler is the visionary owner and host of Angel Caves Farmstay & Retreats. Nestled in the breathtaking mountains of Gran Canaria, Rachael is a busy mum of two who, alongside her husband, is lovingly renovating a unique cave house. Angel Caves isn't just a bed and breakfast—it's a sanctuary where Rachael combines her deep roots as a former London-based therapist with her passion for creating transformative women’s retreats.With years of experience in therapy, Rachael brings a special touch to hospitality, crafting unforgettable guest experiences that go beyond comfort. Her keen understanding of human connection ensures every visitor leaves with cherished memories and a sense of renewal.Connect with Rachael:Instagram: https://www.instagram.com/ourangelcavesWebsite: www.angelcaves.onlineWhether you're a seasoned host or just starting out, this episode is packed with actionable advice to help you create lasting loyalty and rave reviews.Ready to take your hosting to the next level? Don't miss Rachel's special offer for podcast listeners – a 50% discount on her business audit service, designed to boost your bookings and enhance your guest experience.Join us to learn how small, thoughtful gestures can make a big impact on your short-term rental success!The key moments on this episode are:00:00:00 Elevating Guest Experiences: First Impressions and Budget-Friendly Touches00:00:53 From London to Gran Canaria: Rachel Butler's Journey to Hospitality00:04:20 Building a Successful B&B: The Angel Caves Story00:06:04 The Power of First Impressions in Hospitality00:09:04 Building Trust and Meeting Guest Expectations00:12:14 Adding Value with Personal Touches on a Budget00:15:07 Balancing Basic Service with Extra Touches00:18:25 Handling Guest Issues and Providing Excellent Customer Service00:22:26 Offering Business Audits for Short-Term Rental Hosts—------------------------------------------------------------------------------------------------------------------Show notes are available at: https://directbookingsuccess.com/podcast/🚨 EXCLUSIVE FREE MASTERCLASS WITH JENN BOYLES 🚨Streamline Your Marketing for 2025 and Drive More Direct BookingsPowered by Book Direct Pro for effortless direct bookings.🗓 Thursday, December 12th, 2024🕚 11 AM PST | 2 PM EST | 7 PM...

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