I recently won a 2 night stay in one of Cape Town’s most affluent suburbs – 2 nights that would have cost more than my monthly salary. Maybe it was my fault for having high expectations (isn’t that the normal response for this situation?), or maybe I’ve just been spoilt by exceptional stays at less attractive destinations, but I was left feeling disappointed by my overall experience. The funny thing is, it wasn’t any one big catastrophic event that made me feel this way – it was a series of little things. And as we know…it’s the little things that count the most.

From this experience, I realised it would be helpful for accommodations – self-catering ones in particular – to know what the little things are that could make the difference between a never-going-back-there guest and a happily returning one.

1. Good communication

Communication happens a long time before your guests even arrive, so use this to create a good first impression. When you tell a guest that you’ll contact them shortly, make sure it’s the same day – not a week later. And when a guest emails you, don’t respond with an SMS notification 3 days down the line. Stick to a preferred method of communication and keep track of your conversation. Answer your guests’ questions and please respond swiftly.

2. Be ready to receive

Most accommodations will ask a guest when their expected arrival time is. If you’re going to bother asking this question, it’s important that you have everything prepared for your guests by the time they check-in. If the apartment is stuffy, put on the air-con to freshen it up. If there is a beautiful view to show off, open the blinds and let them be wowed.

It’s important for accommodation to double check all amenities before guests check in. Simple things like ensuring all the lights are in working order, the toilet is flushed and clean, and there is enough cutlery and crockery for the number of booked guests.

3. Highlight your facilities

If you have an attractive facility, like a Jacuzzi, that you know guests are excited about using, make sure it’s prepped and ready. There’s nothing more disappointing that having to wait until the second night of your stay before you can sink into the hot tub. Another example is having wood available to use in a fireplace.

4. Have a tea tray

I know that a self-catering stay means bringing your own provisions, but there’s always something that gets left behind at home. In this case, we forgot to bring our own tea, coffee, and sugar. But that’s not usually a problem, because most accommodations, even the simplest self-catering ones, still supply a basic tea tray. Sadly, this was not the case for our luxury apartment. You don’t need to invest in a Nespresso machine – just a little jar of coffee, tea, and sugar. Guests who forget their provisions will be extremely grateful, and those who bring their own will likely notice the small touch and appreciate not having to bring their own when they visit again.

5. Welcome card

This is not a make or break factor, but a welcome card is an easy way to show that you value your guests and make them feel special. And it’s always harder to throw away a card than a printed sheet of paper.

Take the time and make the effort to do these 5 little things and you’re likely to see more guests returning to your accommodation and recommending it to their friends.