7 Advanced Strategies to "Wow" Your Guests

This isn’t the "how-to-clean-your-listing" starter pack. It’s Hospitality 2.0. I’m assuming you’ve already checked the basics: your property is designed and furnished with care, professionally cleaned, and safety standards are locked down. Cool. Now let’s talk about going from good to exceptional.

Here’s the playbook for delivering those “wow” moments that guests rave about in your 5 star reviews.

1. Surprise & Delight with a Little Gift

Small surprises = large impact.

You’re playing to basic human psychology called reciprocity. People naturally want to return favors. So when you kick things off with a thoughtful gift—even tiny—they’ll feel compelled to return the favor with a glowing 5 star review (and handle minor hiccups more graciously).

Just pick one thing from this list:

• A bottle of wine, sparkling water, or water bottles

• A small tray of snacks (local treats score bonus points)

• Netflix logged in and ready to go

• Budget tight? A handwritten note with a warm welcome works wonders

And no, this isn’t about providing coffee, tea, and sugar. Guests expect those in 2025. Your goal is to go beyond expectations and create a little “wow” moment.

2. Lower Expectations in Your Listing

Counterintuitive? Yes. But genius.

Hear me out: The secret to happier guests is setting lower expectations upfront and overdelivering.

Be transparent about any quirks in your property. Got stairs? Mention it’s not ideal for elderly guests. A 15-minute walk to the beach? Call it out. This kind of honesty builds instant trust with potential guests.

The upside:

• You’ll filter out guests who aren’t a good fit (and avoid the inevitable drama)

• The ones who book will often feel pleasantly surprised, saying, “Wow, this place is way better than I expected!”

Watch how this works: Future guests are always combing through reviews. When you’ve set expectations low, your past guests will write things like, “It wasn’t even a 15-minute walk to the beach—it was only 8!” Boom—mini surprises baked right into the booking process. That’s trust-building gold.

3. Mirror Your Guests' Interests

Connection = Trust.

If a guest mentions they’re excited about a specific activity or restaurant, match their enthusiasm. For example, if they gush about a nearby hiking trail, your reply could be:

This small touch builds rapport, and when guests feel a personal connection, they’re way more likely to respect your space and follow your rules.

4. Seamless Check-In Is Non-Negotiable

Your guests have been traveling. They’re tired. The last thing they need is a stressful check-in.

Here’s the play:

• Have a friend proofread your check-in instructions to make sure they are crystal clear for someone who doesn’t own the property.

• Send detailed check-in instructions 3 days before arrival.

• Install a smart lock. It’s 2025—ditch the lockbox.

A flawless check-in sets the tone for their entire stay.

5. Proactively Check In After Arrival

Shoot your guests a quick automated message the morning after check-in. Something like this:

Why this works:

• Most guests won’t reply, but they’ll appreciate the gesture.

• It reduces the chances of any “surprise” complaints in reviews.

6. Master Your Guidebook

A killer guidebook can make a massive difference. Whether it’s digital or physical, make sure it includes:

• FAQs (Wi-Fi password, thermostat instructions, etc)

• Recommendations for local restaurants, scenic spots, or activities

Advanced move: Build relationships with local businesses to offer your guests special discounts or perks. Bonus: you could even negotiate referral commissions or freebies for yourself.

7. Stock a “Forgot Something?” Basket

Put together a basket of essentials in the master bathroom. Think:

• Makeup removers

• Travel-size toothpaste and mouthwash

• Chapstick

Buy in bulk. It costs you less than $5 per stay, but the returns are massive.

Why the master bathroom? That’s where the person leaving the review (usually the booking guest) is most likely staying.

When you focus on these small, thoughtful touches, you’re not just hosting a stay—you’re creating an experience that delights your guests. Nail these strategies, and you’ll see:

1. Higher review scores

2. Better bookings

3. And yes, higher profits

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