Morton of Pitmilly is a group of self-catering holiday cottages at Kingsbarns, near St Andrews. Around three quarters of their visitors are repeat visitors, so they know their market well and have built good relationships with them through listening to their needs.
The team provides welcome notes for visitors as well as a feedback questionnaire. Facebook is also a useful source for visitor feedback – for example, they recently asked what people would like to be able to buy from reception, and as a result were able to stock the most popular items.
ACER touch screens are available in reception with visitor information about restaurants, places to visit and weather forecasts. They have proved very popular, and it means visitors are not inundated with information they don’t need.
Finally, they send guests an email a week after they leave, thanking them for their stay and asking if they could place a review on TripAdvisor. This allows them to maintain contact with their database of previous visitors through regular email promotions.