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In hospitality, a clean room isn’t enough. Guests expect that as a baseline. What sets a property apart — and what turns a one-time visitor into a lifetime brand advocate, is an experience so remarkable that guests want to share it with others.
At Brittain Resorts & Hotels (BRH), we know that when guests become ambassadors for our properties, they don’t just return again and again. They introduce their friends, family, and social networks to our resorts, creating a ripple effect of trust and loyalty that no paid ad can replicate.
Here are five proven ways to turn one-time guests into lifetime brand advocates.
1. Create Memorable Experiences Beyond the Room
The journey to advocacy begins with the stay itself. Guests must walk away with more than the memory of a clean room, they need a story worth telling.
That’s why we launched the Brittain Rewards Program, which provides complimentary attraction and event tickets that rotate with the seasons. From live shows to family-friendly activities, we weave the destination into the guest experience. Instead of simply booking a room, guests enjoy a curated, memorable trip that keeps our properties top of mind long after checkout.
2. Deliver World-Class Service On-Site
Even the best marketing can’t turn an average stay into advocacy. Guest service is non-negotiable. If guests don’t feel valued and cared for during their stay, the chances of them recommending your property drop to zero.
At BRH, we train our teams to go beyond problem-solving. We focus on anticipating needs, delivering personalized service, and creating moments of delight that guests can’t wait to share.
3. Listen at Every Stage of the Journey
True advocacy is built on trust, and trust is built by listening. That’s why guest communication has to happen before, during, and after the stay:
- Pre-stay: Q&A and planning support to set guests up for success.
- During stay: Real-time messaging platforms to address questions or issues instantly.
- Post-stay: Surveys to capture feedback, understand needs, and identify the guests who had exceptional experiences.
This closed-loop communication ensures guests feel heard at every stage, while also giving operators valuable insights into what’s working, and what needs attention.
4. Activate Reviews from Happy Guests
Great experiences only matter if they’re shared. Once you’ve identified your most satisfied guests through post-stay surveys, invite them to leave a review on platforms like Google, TripAdvisor, or Booking.com.
Happy guests are often willing to spread the word, they just need a nudge. By proactively encouraging reviews, you turn private satisfaction into public endorsements that influence future travelers.
5. Launch Advocacy Programs That Scale
Finally, brand advocacy isn’t just about reviews — it’s about turning guests into storytellers. That’s why BRH partners with FlipTo, an advocacy platform that encourages guests to share content from their stay.
Here’s how it works: guests submit photos or stories from their vacation. We feature those submissions on our website and run contests that encourage participants to share their content with their networks to earn votes. This transforms guests into authentic marketers, extending our reach into their social circles in a way that feels personal, not promotional.
When a guest’s friends and family hear about our resorts from someone they trust, it creates a familiar handshake, far more powerful than a cold ad.
The Takeaway
Turning one-time guests into lifetime brand advocates requires more than loyalty points or transactional perks. It demands memorable experiences, flawless service, consistent listening, and smart programs that give guests a voice.
At Brittain Resorts & Hotels, this strategy fuels our industry-leading repeat guest history and helps us maintain one of the lowest OTA dependencies in the business. Our guests don’t just come back, they bring others with them.
Want to learn how to turn your guest base into a marketing engine? Discover how Brittain Resorts & Hotels builds loyalty and advocacy that lasts.