Embracing Technology to Compliment Traditional Customer Service.

Guest engagement has moved on from an emailed PDF confirming the booking and directions with minimal, if any, contact post booking pre arrival. Guest behaviour has changed beyond recognition with OTA’s influencing the expectations of guests'.

Companies such as Airbnb have created an impressive business model which is based on design and their ability to engage their audience, building a community where belonging and engagement is key to their success. Agencies and holiday home owners who wait until a guest has arrived are missing an opportunity to develop a relationship with their guest, a PDF is impersonal and boring.