In regional tourism, experiences speak louder than ads. Whether you manage a holiday park in the Hunter or a motel on the South Coast, your guests are often your most vocal promoters — or, occasionally, your toughest critics. And thanks to platforms like WikiCamps, TripAdvisor, and Google Reviews, their opinions don’t just stay local.
With more travellers relying on peer reviews than ever before, the way you and your team handle each interaction — from check-in to check-out — can influence how potential guests perceive your accommodation long before they visit your website.
Customer Service: Still a Major Factor in Guest Satisfaction
While online booking tools, smart check-ins, and self-contained units are becoming more common, the fundamentals of hospitality haven’t changed much. A friendly welcome, a quick response to issues, and a sense of care still are still meaningful to travelling guests.
Travellers often remember how they were treated more than what the room looked like. In regional areas, where guests may have driven hours to get there, small gestures — like offering local tips, helping with luggage, or being flexible with check-in times — can go a long way.
The Power of Online Word-of-Mouth
Platforms like WikiCamps have become key decision-making tools for road-trippers, grey nomads, and family travellers across Australia. Many rely on these apps to choose where to stay next — sometimes with only an hour or two’s notice.
A single positive (or negative) review on WikiCamps, Google, or Facebook can influence bookings for weeks. The same goes for niche forums and travel Facebook groups, where travellers swap real-time recommendations with other like-minded adventurers.
What Guests Often Comment On
Interestingly, it’s not always the facilities that get the most attention in reviews. Some of the most common service-related mentions include:
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Feeling genuinely welcome
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Staff going out of their way to help
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Quick, polite resolution of issues
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Cleanliness of shared areas
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Simple, thoughtful touches (like checking in after a storm or offering spare towels without being asked)
None of these require massive investment — just a consistent focus on the guest’s experience.
A Few Simple Practices That Can Have an Impact
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Set the tone early: A warm, relaxed check-in sets the stage for a good stay.
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Train all staff on guest interaction: From cleaners to groundskeepers, everyone contributes to the guest’s perception.
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Follow up when things go wrong: Fixing the issue is good — checking back in later is even better.
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Encourage feedback — without pressure: A gentle mention during check-out or a follow-up email can prompt guests to leave a review.
Final Thought
For accommodation providers throughout Australia – particularly those that are regional, every guest interaction can shape your reputation. In today’s connected world, good customer service goes a long way.
