Adara Communications | Guest Return Programs

What’s your ultimate measure of success? For us, it’s a guest who talks about returning even before arriving. There are at least 500 five-star quality resorts dotting the globe, all reaching out to exclusive, well-heeled travelers with the yen — and the wherewithal — to see the entire world. Their return can’t be taken for granted. Creating lasting relationships with guests is in the details.

After a full day of airports and ground transport via shuttle, boat or seaplane, at long last you arrive at your highly anticipated holiday resort. A gate at the entrance to the property slowly opens. The slow-moving arc serves two purposes: It helps to put you in a relaxed state of mind while alerting reception about your arrival.

Due to the time difference in this part of the world, you arrived before the stated check-in time, but this has been anticipated and planned for by the property. You are immediately escorted to your room, luggage in tow. You’re exhausted, hungry and grungy from travel, wanting nothing more than a bed, a shower or better yet, a meal. You throw on the bathrobe left for you in your room — and it’s a perfect fit. How did this happen? Ten minutes later there’s a knock at your door, announcing the arrival of the meal that you ordered en route to the property. Twenty minutes after that, while staring out at the beautiful scenery, a massage therapist arrives to give you and your partner the in-room massage that you inquired about on the walk to your room.

You nap, go out for a swim, return after dinner to a turndown — a mini kiwi parfait next to your pillow. Is it a coincidence that the blossom from the tree you exclaimed over on the walk to your room is on the service plate? You finally have the will to fire up your computer and check e-mail. Internet access works beautifully — it’s wireless and backed-up by a redundant system to ensure
minimal outages.

You say to yourself, "There is something about this place." Almost at the same moment, your partner leans over and whispers, "I don’t know what it is, but I know we have to come back here."

How does this level of distinctive service happen?
Our tailored program will enable you to engender the kind of word-of-mouth among your target clientele that can only come from a level of service that leaves those who have experienced it with a sense of deep contentment. Ironically, this approach is more effective and more cost-efficient than even a well-envisioned marketing campaign. Creating relationships with customers that begin prior to their making a reservation and that last long after their departure translates into significant increases in guest return percentages.