As the property rental industry expands in popularity here in Puerto Vallarta, competition within the industry and with hotels increases. We are continually looking for cost effective ways to stand out among the rest and offer the best experience for our mutual guests.  For decades, research has shown that guest retention and guest experience is key. It is cheaper than, and more cost effective obtaining new guests.  These guests also show more respect and care for properties as they know they will be returning. As we collaboratively support efforts to increase the guest experience and retention, we are introducing the following guest experience efforts.

How can you help?
 
#1 – PVRPV Calendar
Keep your calendar up to date on PVRPV.com by updating it in your property owners portal dashboard.  Guests are very upset when they have paid then dreamt of their next vacation and a property owner cancels because the calendar is not up to date.
 
#2 – Full Names & Contact information for your guests.
Property owners’ booking MUST contain the full name of the guest, a contact phone number and an email address at the time of blocking the calendar.  We fail, we when cannot provide the best service to the guest.  Often times, guests change their arrival times to your unit and we have no way to arrange or adjust that for them.  Moreover, for security and safety we need to be able to contact them in the event of an emergency.  Recently we had an “owners booking” guest fall and break their ankle.  Having no one to turn to while in Puerto Vallarta, the spouse of the guest came running into the office for help.  We were able to arrange a specialist to see the guest at a local hospital, x-rays and an ambulance but when we reviewed the booking there was no phone number or way of contacting the guest.  What could have been 10 minutes of coordinating with the guest turned into hours and delaying the guest from medical attention.

Having guest information is paramount and key to serve them best.  We do not use their info or sell their info to 3rd party companies.  The info is used to serve the guest.
 
#3 – Flight Arrival Times
Property owners’ bookings must include flight arrival times and update with any changes the airline or guest make to their travel plans. We use this tool to track delayed and cancelled flights.  Again, this is about doing our best to offer the best experience for the guest.

Over the last 21 months, the travel industry has been impacted by many different COVID variants, health restricted guests and travel restrictions. Companies that retained customers were those that worked with their guests through these difficult types of situations. We are seeing many guests rebook future years because we were able to work with them and assist them when their travel plans changed due to COVID19. 

From the on-set of COVID19 in North America, the majority of all travel companies, airlines, hotels, are offering deferred travel or travel credits for future use for guests impacted by COVID19. AirBNB, VRBO and other online booking agencies are offering full refunds.
 
What we have been doing and will continue to do on a case by case basis, will be to implement the Unique Circumstance Policy for COVID19.
 
What is the Unique Circumstance Policy for COVID19 and what is the process?

• Guests submit their request for a cancellation. 
• Upon review we determine if their travel is indeed impacted by COVID19.
• If the booking is greater than 60 days prior to arrival, they guest may cancel but they are encouraged to reselect dates for the future. 2022-2023
• If the booking is less than 60 days prior to arrive, the guest is reminded of the 60 day cancellation policy and are offered a chance to reselect dates in 2022 or 2023

Thankfully throughout the last 18 months, our percentage of retaining or saving bookings from cancellation is now well over 90%.