This article is a part of a series about building connection through hospitality.
Understanding guests’ needs through communication: I find that using a friendly tone helps guests feel more comfortable during their stay. When they feel comfortable, they often share not only their travel plans, but also any concerns they have. As a Host, I always try to be kind and ask open-ended questions that invite my guests to share details with me.
I remember a guest who stayed at my place because her husband had a stroke while on a work trip in Tenerife, where I have a listing. It was important for me to understand that her visit was not for a vacation but for a health emergency. I provided her with information about local resources to try to ease the situation for her a bit. If I hadn’t known the reason for her trip, I might have suggested places to visit, such as beaches or leisure activities.
Preparing my listing as if I were hosting a friend: I always think of guests as friends who are coming to visit. This usually generates excitement and makes me focus on small details that my guests typically appreciate.
For example, a couple from Canada were checking in on New Year’s Day, after traveling for more than 20 hours. I knew many supermarkets and restaurants would be closed. So, I thought a welcome basket with a few snacks would help them feel immediately at home. I messaged them ahead of time to find out their food preferences. It was a good thing I had. Not only was their flight delayed, but they got lost on their way to my place. They finally arrived at midnight, tired and hungry. The basket of goodies was very much appreciated. On their next stay at my place, I took the same approach. This time, they were traveling with their dog, TchiTchi,so I added pet items to the welcome basket. The couple appreciated my thoughtful gesture so much.
Connecting with guests during their stay: Guests have asked me questions beyond the typical logistical ones. They often express interest in our life and our family. For me, it’s a signal that they want to establish a relationship beyond the simple act of renting my house. It prompts me to reflect and share a moment with them, perhaps a talk over coffee. This creates feelings of belonging and connection.
Annie and Shok visit us once or twice a year from the U.K. We always meet for tea, wine, or dinner at a guachinche (a typical restaurant in Tenerife). One time, we even celebrated Annie’s birthday together. We talk about our lives and get to know each other better during these gatherings. I recently had the opportunity to travel to London with my husband, Eduardo, and we took a detour to visit Annie and Shok at their house. They had prepared everything with love, as if we were family. This was a gift for me, because my parents live far away in Argentina.
Treating all guests with empathy: It’s important as a Host to understand that guests have varying needs and react differently to challenging situations. I try to approach every situation with an open mind and make myself available to assist guests if they need and want help.
I’m reminded of a young French couple who, years ago, arrived at our place in tears because they’d been robbed at the beach. They’d left their car unlocked with all their belongings, including clothes, money, and passports inside.
My husband and I did not hesitate for a second to offer them a hug. We shared how a similar thing had happened to us as young travelers and how we coped with it. This seemed to help them understand that even challenging moments can be transformed into meaningful experiences. We loaned them some clean clothes and money for their upcoming excursions. We also went with them to the French Embassy to report their passports stolen and get new ones. My hope is that, when they look back on their trip, what they remember most is our kindness.
Understanding guests’ needs and responding with kindness and empathy, even in difficult moments, allows me to provide great hospitality.
What do you think? How have you gone above and beyond to help your guests?
