5 lessons accommodation owners can learn from big chain hotels

Being a small or independent accommodation can set your property apart from large chain hotels. You can offer a more personalised and unique experience for guests. While smaller accommodations may not have the same capital and budgets as larger chain hotels, there are still lessons that can be learned and applied to your small accommodation.

Invest in the same technology – a PMS and channel manager

You can distribute your rooms through OTAs just like the big hotels do. Using a channel manager and a property management system will help you manage your online distribution avenues. They will also ensure that you don’t oversell or double book your rooms. At Preno, we have both a PMS and channel manager, which connect seamlessly to OTAs (we also connect with channel managers STAAH and SiteMinder).

Create a website that’s just as useful as those of a larger chain hotel – make sure it’s mobile friendly

Like you, big hotels also want to capitalise on direct bookings. To facilitate this, they optimise their website to be mobile friendly, and they make it easy for a guest to book. This means having the booking button placed prominently throughout your website. As guests research across multiple devices, having a mobile optimised website will encourage guests to book when they are at their most interested.

Welcome beverage for returning customers or special occasion groups

A nice and simple touch to welcome back returning guests, or to welcome groups that are staying for a special occasion, is to offer them a welcome drink. Resorts and hotels use this to make guests feel welcomed and appreciated. It also keeps guests occupied while they are waiting to head to their room.

Big hotels are consistent, and boutique hotels can provide the same consistency in service

Big hotels pride themselves on their consistency in service. You can do the same! Help set guests expectations about the check in and check out process in your pre-stay or confirmation email. Giving the guest all the information they need about getting to your property and your check in practices will make your service as thorough and consistent as any big chain hotel.


Acknowledge and reward returning guests. It’s as easy as greeting them by name, and acknowledging that they’ve stayed with you before. You don’t need a loyalty scheme to thank guests for staying with you a second or third time. You can easily do this through some food items as a reward for choosing you. A small packet of chocolates or some local treats can easily help a returning guest feel valued. Another option to that is a handwritten card, simply saying “Welcome back, we are so pleased to have you stay with us again!”


While you may be a small, boutique, or independent accommodation provider, you can easily implement the above tips. Preno can help you provide that personalised service, and delight returning guests!

To talk to one of our friendly customer success team members click here

Search Preno Blog

Explore our Topics

About the author

Amanda is Preno’s content strategist, with added skills in copywriting and digital marketing. Working across Marketing & Sales, she enjoys writing content that covers trends, tips, and resources that help empower hoteliers.

Subscribe to our newsletter

Other Blogs you may also like


AirbnBUST: Is This the End for Short-Term Rentals?

COVID-19 has significantly impacted the Airbnb booking industry due to travel restrictions and decreased consumer demand. The pandemic has also reignited social media dissatisfaction regarding safety, customer service, and other issues associated with Airbnb bookings. As a result of these trends, Airbnb businesses and hoteliers who list on Airbnb have seen a noticeable decline in […]


Hotel PMS Systems: Everything You Need to Know For Your UK Hotel

A hotel property management system (PMS) is a software-based solution. It enables your UK hotel to run their day-to-day operations, such as reservations, check-ins, check-outs, inventory, billing, housekeeping, and guest preferences very efficiently. The PMS acts as the central hub for your hotels operation and can automate many of the tasks that hotel staff would […]


Is Online Communication Important in the Hospitality Industry?

In the hospitality industry, online communication refers to the various ways that businesses communicate with their customers and clients through the internet. This can include everything from setting up a website and social media accounts to using online booking systems and even communicating via email or chat. Do you know why online communication is important […]


Hotel Housekeeping: Tips & Tricks for Cleaning Hotel Rooms

If you’re a hotelier, hotel housekeeping is one of your most important duties to manage. Guests expect a clean, organised room when they check in. It’s up to you to make sure that you or your room attendant are able to do this in a timely manner. In this blog post, we share some tips […]


Choosing the right hotel management software for you

Great businesses are built on great systems and processes. And while many in the accommodation industry still rely on manual spreadsheets and paper records, there’s a simpler and smarter way to get things done – with a powerful Property Management System. Property Management Systems (PMS) like Preno are very intuitive pieces of software, designed to […]


What’s the difference between a PMS and a POS?

The aim of the game when it comes to implementing software into your business is to create an integrated platform that allows data to flow from one system to another. This gives you streamlined operational efficiencies, a clearer picture of business performance, and ultimately makes for a better guest experience. Depending on your business, you […]