How Hazel Tree Lodge created a better guest experience.

Hazel Tree Lodge needed a guest guide that matched the quality of the stay: well crafted, easy to use, useful before arrival and always available on a guest’s phone.

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At Hazel Tree Lodge we tried PDFs and printed folders, but they didn’t feel special enough or make information easy to access for guests before arrival. Most never even read them and would call with the same questions – is there a local taxi company, which restaurants are good, how do I use the heating, can I adjust the temperature on the hot tub. Can I arrange to meet the animals. Local recommendations and host picks were a top priority so guests could make the most of their stay.

Better guest experiences → Better reviews → More repeat bookings → More revenue.

Hazel Tree Lodge Digital Guest Guidebook Experience

A meet the animals experience for Hazel Tree Lodge Guest Guidebook

The aim was not simply to provide just information and instructions, but to create a guest experience with something they would genuinely use and appreciate while helping the stay feel more organised, professional and reassuring from the moment they booked.

Give guests important information before they arrived, rather than only once they were inside the property.
Local recommendations for walks, places to eat and visit so guests could enjoy the local area
Be fast to load and available offline, so guests could still access key details during their stay.
Include a clear check-out section with a final checklist guests could tick through before leaving.
Reduce repeated guest questions
Create custom pages for Meet the Animals a guest favourite
Instructions for how to use the hot tub
Provide an opportunity for guest help to resolve any issues during the stay
Look polished and consistent with the quality of the property, unlike PDFs, folders or generic guest books.

What it achieved

Following the introduction of a HostyGuide at Hazel Tree Lodge, feedback through Airbnb was highlighted in feedback as 5 Stars for recommendations and hosting.

It was clear that guests loved the local recommendations and convenience of having a polished easy to use guidebook on their phone.

Based on guest surveys collected across 52 stays at Hazel Tree Lodge through Airbnb.

“Guests love the guidebook. The feedback has been overwhelmingly positive. The local recommendations have received a lot of praise. Guests love them.

It’s saved so much time too. Updates take seconds and Airbnb sends them a link to view the guide in a message before they arrive, so they can plan their stay.”

Hazel Tree Lodge

Fewer repeated questions

Essential details were easy for guests to find whenever they needed them.

Better pre-arrival experience

Guests could explore the property and plan local days out before arriving.

A more premium impression

The digital guest guidebook matched the care, presentation and quality of the stay itself.

Better guest experiences → Better reviews → More repeat bookings → More revenue.

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