Gifts....Yes or No?
Offering gifts to guests can be an effective strategy, but it also comes with its challenges. Firstly, gifts can strengthen customer loyalty by providing a memorable experience and increasing the likelihood of a return. In addition, competitive differentiation is achieved when guests perceive the additional value offered compared to your competitors.
However, there are disadvantages to consider. The financial costs associated with the purchase, personalization and distribution of gifts can affect the profitability of the accommodation, especially if they are not properly controlled. In addition, guest expectations can be high, creating the need to maintain or exceed the gifts on future stays, which can be financially costly.
Another concern is the environmental impact, since disposable gifts or those made from unsustainable materials can contradict the accommodation’s sustainability efforts. The management of gifts can also add operational complexity, requiring an efficient stock control and logistics system to guarantee their availability.
Finally, there is an associated reputational risk, as low-quality gifts or those that don’t meet guests’ expectations can result in negative comments online, damaging the image of the accommodation. Therefore, when offering gifts, accommodations must carefully weigh the benefits against the costs and possible negative consequences, seeking a balance that adds value to guests without compromising the financial health or reputation of the accommodation.
