The risk of cancelled reservations is something inevitable for every hospitality property. Some guests will always cancel the reservation for different reasons, but how hoteliers can handle it without notable damage – remains an eternal question. 

Getting the booking by another guest on very short notice is a challenging task, but not impossible. How to get a new reservation after a last-minute cancellation? And what lessons should you learn to minimise the risk of booking cancellations?

• Create a clear cancellation policy: If you provide your guests  with a deadline for cancelling, you need to make sure that conditions and dates are clear. One of the ways to do that is by making sure it’s written in the terms and conditions of the reservation so that the guest can be informed  beforehand. If you also want to have a non-refundable deposit, you need to make it clear beforehand. 
• Ask for a deposit: You can ask guests  to pay a non-refundable fee, so if the cancellation comes, you will be covered by the deposit fee. It will also make them feel more committed to the reservation. The deposit can make your guests think twice before cancelling if they don’t want to lose their money. 
• Have good communication with your clients: Having good communication is crucial. It’s important that you reply to your guests quickly and efficiently to make a good impression. It would also be thoughtful if you check on them after the reservation and before the arrival to build more trust. 
• Speak with your guests after a cancellation: If guests cancel their reservation, talk with them and try to learn why they cancel for you to improve. There may be a common problem that you can avoid. 
• Offer to reschedule: If a guest cancels because they can not come on that date for personal matters or for any kind of reasons, you can offer them to change the dates. This can help you to leave a better impression and not to lose a guest. 
• Keep your calendar updated: Keeping it updated is crucial to avoid unnecessary cancellations and double bookings. Imagine that two different guests make a reservation on the same property through different sites because it appears available on both, even though it isn’t, just because the calendar hasn’t been updated properly.
• Have a good Channel Manager: Updating the information, sending fresh availability to your channels and keeping all the data synchronised will help you to cover the cancellation damage, promote and sell cancelled rooms via another distribution channel. All of these tasks can be easily covered by Channel Manager, which is an absolutely irreplaceable tool for a modern hotelier. If you are looking for one, check how YieldPlanet’s Channel Manager can meet your needs and help you to fight unwanted cancellations. You can find more information and updates abour our Channel Manager here.

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On the first post we explained 6 steps about turning visual content into a calling card of your property to sell more because we’re in a new era of visual culture. On this second part, we’ll continue with 5 final steps:

7. Going beyond imagery with virtual reality
Hospitality customers usually require lots of information before they book a room. Property and room descriptions, customer reviews, images, and sometimes even videos – all of these need to be reviewed, in most cases, before making a final decision. Due to virtual reality, this can be significantly shortened. Nowadays many travel companies are providing virtual reality elements on websites or apps, such as a virtual walk-through. It allows users to experience a digital version of a hotel room, or even take a look at one of the nearby attractions. This immersion can enable hoteliers to offer a ‘try before you buy’ option for their guests to simplify the process of making a decision and eventually, reservation.

8. After-photoshoot tips
You did a great job! Now you have a lot of photos, start to select the best ones and get ready to have them done before publishing online. There are a lot of editing tools for laptops and smartphones that can easily polish your photos up. Using these tools, you can sharpen blurred images, make color corrections, play with the light, crop it, and much more. Remember to go easy on the filters and effects. Keep in mind that the final image should still look natural and accurate. Some of these tools are very affordable or even free, so you don’t have to spend an arm and a leg to get one. For example, Canva, Pixlr Express, PicMonkey, and GIMP can help you to apply some nice professional tricks to your photos in free plans.

9. Make sure your photos are high resolution
A grainy and blurred photo that makes the guest squint to see some details doesn’t help an image of your property. In fact, it may even damage it. Illuminate such photos from your portfolio and use only high-resolution images on your website, social media, and other platforms. Take into account that some of the social media reduces the quality of photos while uploading.

11. Encourage your guests to take photos & share 
Make your guests become your photographers! Start with creating an Instagram or Facebook account and come up with an easy unique hashtag. Ask your guests to take photos to share them on social media and tag your property name or use your hashtag. You can encourage guests to do so by offering nice benefits – discounts or free things (drinks, massages at SPA, desserts, etc). Repost or like every pic you have been tagged on to show your interest and gratitude to your guests. You can even use those photos on your website or other social media profiles and tag the photographer. Make sure that people from the photos you place on your website are ok with this.

12. Stick to OTAs and advices
OTA, or an online travel agency, is a marketplace that allows consumers to research and book travel products and services directly with the travel provider. With new tendencies continuously evolving, your multimedia content is crucial in generating engagement. To publish pictures that attract traffic, you need to follow the strict guidelines each OTA provides. Here are examples of some of the biggest players on the market and their regulations:

Expedia is an international travel platform with the purpose to bring the world within reach. On their website, Expedia claims that the right photos can encourage guests to stay at your hotel, making photography an essential part of the website. Expedia advises:

• To use room-specific views as they get up to 11% higher conversion rate
• To post horizontal photos, explaining that vertical photos are not recommended
• The photos to be above 1,000 pixels and show an eye-level view and a straight horizon line

Airbnb is an American online marketplace and has its own set of guidelines for uploading real estate-related photography. For example, Airbnb requires all the images:

• To be at least 1024 x 683 pixels and be taken in a landscape format
• To be taken in the daylight and have the light coming from the windows

Furthermore, photographers need to pay attention to the details, such as a painting hanging on the wall of the house or a tent in the forest, in order to emphasize the character and ambiance of the property.

Booking is a travel fare aggregator website headquartered in Amsterdam. At Booking, they recommend sharing at least 24 photos describing the place. The images also must have consistent quality and high resolution. There should be at least four photos of each room reflecting a view of the room from multiple corners and unique room features and facilities.

However, the most important is to make sure the information you give customers on OTAs is up-to-date and concise. A hotel channel manager is an application that enables you to manage various distribution channels from a central point of control. Using one can help you to avoid situations where you need to access each OTA individually, one by one, in order to make adjustments to things like room rates or availability. This can help to facilitate a far more dynamic pricing strategy, where you can make adjustments to prices on a single OTA, or on all OTAs at the same time, depending on what you are trying to achieve.

YieldPlanet Channel Manager is a single point of control for all your distribution channels, easily synchronized with your own PMS. Channel Manager offers revenue management functions that help hoteliers to make informed decisions to drive profits. Discover YieldPlanet’s Channel Manager and get a free demo with one of our sales team members, which will help you to choose the best option for the property.

Download a free checklist, which can help you to implement all the advice to convert your visual content into a selling machine and profit more. Discover what hints you should take into consideration to improve your visual content strategy now.

Get the free checklist and start to sell more!

Download a checklist by leaving your email here:

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Visual content is an irreplaceable tool in the age of visual culture, which every hotel can use to inspire guests to book their stay. High-quality photos can make your marketing content go from good to great and give your bookings a leg up. Along with prices, images are the first thing online visitors look at, so do not underestimate the power of visual content in the new year and try something outstanding and original to keep your property visible and prosperous. Learn how to sell more in the new era, by turning visual content into a calling card of your property just in a few steps. 

1. Set up Your Space
First thing first: take the time to tidy up your rooms for a better look before you start. No photo editing program will save you from the mess. Focus on the main things and make sure that the photo will represent the essence of the room, its design, and its atmosphere. Guests should see all features that can be found in that particular room type or apartment. Slightly rearrange furniture, open or close windows, set chairs nicely around a table, add flowers, fix curtains – these simple things will do magic for your photos. But don’t get carried away too much: beware that the rooms should look about the same way in the photos as they do in reality. If you move or change furniture too much, add things that are not in the room when guests arrive, it will make them feel deceived.

2. Make the light your best friend
It’s a well-known fact that lighting is one of the key factors in photography. Lighting can completely change a space – its size, color palette, or even initial purpose. It can expose the benefits, emphasize the current atmosphere and creative design, or show all disadvantages in the first place. Before getting straight to the photo shooting, consider what your traveler is looking for: coziness, creativity, or maybe community spirit, and think about how you can broadcast it via camera. 
Avoid artificial light that casts blue or orange shadows in the room. It is better to use natural light instead, which comes into the room through the door and windows, to make your room look bright enough.
The most suitable light for the exterior shooting can be caught shortly after sunrise or just before sunset. During these periods of the day, light is redder and softer than when the sun is higher in the sky. They call this phenomenon a golden or magic hour in the photography world. The brightness of the sky matches the streetlights, signs and helps to create beautiful volume pics.

3. Choose the Right Perspective & Angle
The right perspective is a big deal in photography. While making a photo, consider various angles to bring out the best features of your property. If your room is small, find the best angle for it to look a bit bigger. The best place to take a photo of a small room is an entrance (doorway). For a better result use a wide-angle lens. 
Even the most basic meeting rooms have a visual element. Try to find it and use it to expose the best of the place: a great view from the big windows, a flat lay of pencils, notepads and gadgets, modern furniture, a big monitor for the presentations, etc. 
Remember that you can control what the viewer sees, so try to answer yourself following questions every time you take a photo. This will help you to present all the facilities of the room to your future guests in the best way.
– What am I trying to show off through the photos? 
– What is unique about my property/this particular room? 
– What would I personally appreciate seeing in the photos before making a reservation?
– Will I avoid questions about basic things for staying (bed, bathroom, toiletries, towels, etc) with these photos?

4. Highlight What’s Outside the Room
Let people see the bigger picture – become their local guide by using photos to highlight places and attractions outside the hotel room. Start from your property: take some snaps of the reception desk with the staff, the restaurant during breakfast or the crowded kitchen with the busy chefs, or even corridors, which lead to the window with a great view. Include nice add-ons to your facility: SPA, swimming pool, amazing views, multi-level parking, etc. Move beyond the room: help your potential guests to experience the place during their stay at your hotel. Share the photos of everything you find interesting – sea and beautiful beaches, amusement parks, museums, bars, or restaurants with good local food.
If you don’t want to update your photos too often, avoid showing technology items such as computers, phones, or cars. As technology is developing fast, all of these can quickly date your photos and question their accuracy.

5. People Who Make Your Property Special
Your staff is something, which eventually makes guests come back time and again. But what if your staff could not only bring back regular customers but also invite brand new travelers? So why don’t you get to know them before the first arrival then?
Take a photo of your bartender holding a drink he has just made or your spa therapist during the manicure making for guests. Pick the photos that look natural, so guests can see the faces and names of people that bring your hotel to life every single day. Remember to ask your employees for permission to place their photos online.

6. Expose your Unique Selling Points (USP)
Think about what the benefits of your property are and what makes it so unique so the guests would choose it over something else. Do you already have something in mind? Great, those things are your unique selling points.
Since you already know them, now try to highlight them all in your photos. Show your website visitors all the advantages of staying at your place. It could be everything that you are proud of in your property: a beautiful garden, excellent wellness services, outstanding location, organic food, etc.

Download a free checklist, which can help you to implement all the advice to convert your visual content into a selling machine and profit more. Discover what hints you should take into consideration to improve your visual content strategy now.

Get the free checklist and start to sell more!

Download a checklist by leaving your email here:

You might also be interested in reading: