Baron Holiday Homes has been providing high quality self-catering holiday rental properties on Gozo for more than 25 years. It makes us happy to know that many of our guests are repeat customers, so we know we get a lot of things right.
But we are on a mission to constantly improve the quality of our properties and our customer service so that our guests have the best possible experience with us during their Gozo holiday.
To that end, we have been tracking customer satisfaction with a special survey which we invite our guests to complete. The data gives us important information on what we’re getting right and, more importantly, where we can improve our service.
This blog post aims to report back to you on the results of our survey and to bring you up to date with the most recent changes we’ve made in response to customer feedback.
General satisfaction with Baron Holiday Homes
Guests enjoying their stay at one of our holiday homes in Gozo. Photo: Baron Holiday Homes via Rudeiczarne
We were very happy to find out that the vast majority of the guests (89%) who responded to the survey said they would be likely to recommend Baron Holiday Homes to friends or family who are thinking about booking a self-catering holiday on Gozo.
Our office staff were also rated overwhelmingly positively by guests and the overall quality of the guest experience with us ranged from ‘good’ (14%) to ‘excellent’ (79%). It was very pleasing to see that we didn’t get any ‘poor’ ratings – a testament to the hard work and commitment of our committed team.
Here is one guest comment:
“The maids did an excellent job for us. The pool man (apologies, we didn't get his name) was very friendly and efficient.
We would like to thank Donald for switching our property when they started building next door
Inga was very welcoming, a pleasure to deal with”.
And in terms of meeting guests’ expectations the survey showed that 66% of responses said that Baron Holiday Homes ‘exceeded’ their expectations. An additional 32% said their experience of dealing with us was ‘about what they expected’. And when asked how likely they were to purchase any of our services again, the responses were all positive, ranging from ‘somewhat likely’ (10%), and ‘very likely’ (31%), to ‘extremely likely’ (59%).
It was also particularly gratifying to know that all our staff – from cleaners and maids to maintenance and greeting/office staff are providing exceptional customer service.
Booking a Gozo holiday with us
Of course, the first real experience of dealing with Baron Holiday Homes is when a guest books one of our lovely Gozo rental properties. Our customer satisfaction survey revealed that 80% of respondents ‘totally agreed’ that the Baron Holiday Homes booking process was easy and 82% ‘totally agreed’ that our reservation staff were helpful and knowledgeable.
In addition, 86% of respondents ‘totally agreed’ that their enquiry was responded to in an acceptable time frame.
One area that could be improved was our response to telephone calls. The survey revealed that 52% of respondents ‘totally agreed’ that we answered their calls quickly.
Baron Holiday Homes is committed to improving the way that guests can book our properties. In particular, we want to provide a booking system that is secure and hassle free. So we invested in a new booking system to deliver a faster and easier process for our guests.
This short video provides a quick overview:
Getting to your Baron Holiday Home and checking-in
Entrance to The Hamlet. Photo: Baron Holiday Homes
With no direct flights to Gozo, all guests need to transfer from Malta. However, we offer advice to guests on the three ways of getting to Gozo, including direct transfer with a driver, renting a car from Malta Airport, and even taking the new fast boat service from Valletta to Mġarr on Gozo.
However you choose to arrive, our representatives can arrange to meet you at your property to help you check in and answer any immediate queries you might have.
Our survey shows that 79% of respondents felt that their arrival at their Baron Holiday Home on Gozo was efficiently and professionally handled and they were made to feel very welcome. In addition, 74% felt that the accuracy of our arrival and key instructions was ‘excellent’.
During the high season there can be times when the Baron Holiday Homes representatives may be dealing with multiple simultaneous check-ins at properties spread all over Gozo. However all our representatives can be reached by text, so you can receive a quick response.
Here is some feedback from one of our guests on the check-in process:
“Our host Sue was really nice and helpful. After waiting for us at the property as we took a little longer than expected to arrive at the farmhouse, Sue offered to come meet us with the car as it had started raining exactly after we parked in the main road (we weren't sure we could drive in the tiny road which was undergoing maintenance)
Also, one of us left a phone charger at the property and soon after we informed her, Sue arranged to have it sent back to us by post. Thank you Sue and the entire Baron Homes team for making our short holiday in Gozo a great one!!”
Baron Holiday Homes services
Our private chef experience. Photo: Baron Holiday Homes
As well as providing cleaning and maid services, pool maintenance, and dealing with property issues as they arise, Baron Holiday Homes also offers guests a range of extra in-house services to help you make the most of your precious holiday on Gozo. These range from booking excursions and activities to specialist services provided in your rental property such as a private chef.
Our survey revealed that of these in-house services the most popular seem to be indulging in a pampering poolside massage and booking wine tasting events like the Gastro Gozo evenings. But there’s so much more to Gozo that we can help you explore.
One guest commented:
“Kynan was brilliant with welcoming us and arranging local activities as well as explaining everything to us. Absolutely brilliant.”
We are very grateful to all our guests that have completed our customer satisfaction surveys. The feedback provided on our properties, our people and our services really helps us to continue to make investments and improvements to ensure you have an unforgettable Gozo holiday.
Whether you’re a returning guest or visiting Gozo for the first time, we look forward to welcoming you to one of our lovely rental properties.
Ask us for help
Our team are happy to help answer your queries and help you book your dream Gozo holiday property. So if you find experience any difficulty while booking, do not hesitate to contact us.
There is so much to do and see on Gozo during your stay. And Baron Holiday Homes is happy to organise car hire, tours of Gozo, and a whole range of special activities for our guests.
Just get in touch and we'll tell you all you need to know about walks near to your rental property, special events in villages nearby, and other local information.
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