Kay Walten

📍 Expedia reports that travel planning now spans hundreds of pages, a sharp increase from a few dozen a decade ago. BrightLocal surveys indicate that around two-thirds of consumers avoid local businesses due to incorrect online information. The Wild Atlantic Way, launched in 2014, increased visitors by 29%, revenue by 60%, and generates about €3 billion annually. Sweden's 2025 national system standardizes data for 14,000 entries, enhancing competitiveness and consistency. These efforts emphasize the importance of accurate information to build trust.

💬 Who? Owners, managers, hosts, or property operators. When? Weekly and monthly checks. Where? Hotels, B&Bs, vacation rentals. What? Identify and eliminate repeat guest questions. How? Spend 15 minutes identifying and 1 hour fixing the most frequent questions. Common questions include access codes, WiFi, TV instructions, and parking. Provide pre-arrival info, clear signage, and concise messages. If issues like slow WiFi can't be fixed, acknowledge them proactively to prevent complaints. Verify the solution weekly and adjust monthly.

💬 Repeated apologies harm guest experiences more than helping them. Instead of over-apologizing, use the "Acknowledge, Pivot, Move Forward" framework to handle issues beyond your control. For example, if a restaurant is closed, suggest alternatives nearby. This approach reduces bad reviews by redirecting issues positively. If the problem wasn't preventable, acknowledge it without apologizing. Encourage your team with a simple, two-minute conversation to substitute apologies with constructive redirection, freeing them from undue weight.