How to succeed through Trip Advisor

The family-owned Abel Tasman Lodge has scooped multiple top 5 rankings in Trip Advisor 2018 Travellers’ Choice Awards.

Abel Tasman Lodge in Marahau (Abel Tasman National Park) achieved a stunning cluster of national and international placings in the Trip Advisor 2018 Travellers’ Choice Awards announced in late January, including being named as the Best Hotel for Service in New Zealand.

In addition, it was placed second in the Best Small Hotel in New Zealand category and fourth in both the Best Hotel for Service in the South Pacific and Small Hotel in the South Pacific categories.

“We try and think of guests first. Everything is marketing in our world.”

Owners Jocelyn and Scott Hendry were overwhelmed to receive the news of their success. 

“Leaving our corporate jobs four years ago and buying the Abel Tasman Lodge was a leap of faith,” says Jocelyn, “and renovating the property over the past two years has been a labour of love for our family. 

“As people who love to travel ourselves, we wanted to create a place where all our visitors, and families in particular, feel welcome and can enjoy a peaceful stay amongst the stunning natural landscapes of the Nelson Tasman region all year round. 

“Being right on the doorstep of the Abel Tasman National Park with year-round sun at our Lodge is really special.

“It’s so wonderful that our visitors have enjoyed their time with us and given us such glowing reviews. To achieve these rankings against our peers in all hotels, motels and lodges within the entire Australia, New Zealand and the South Pacific regions proves that you don’t have to travel to a big city or resort location to experience great service.”

Jocelyn and Scott’s 4-step service philosopy:

1. We smile and welcome each guest when they first arrive. They are often nervous when they arrive, so we try and make them at ease.

2. We spend a significant amount of time with our guests at check in – sometimes 20 minutes or longer explaining the area and options they have. But we also try and read our guests’ needs. If they want a transaction then we are fast and efficient. If they want to understand more or have an experience then we try and provide that.

3. We provide warm written communication. We use a nudge approach to ‘rules’. That is, we suggest in a positive way what to do with towels, dishes, how to care for the environment. We don’t tell people what to do.

4. We try and think of guests first. Everything is marketing in our world.