In today’s world of instant bookings and one-click confirmations, it’s never been easier to secure accommodation for your next trip. But with that convenience comes a surprising trend we see far too often: guests arriving at their chosen stay – in this case our guesthouse on the Bluff in Durban – only to be shocked that… well, they’re not where they thought they’d be.
For some, the reality hits when they realize that the nearest beach, mall, or tourist attraction isn’t within walking distance. For others, the unwelcome surprise comes when they open their ride-hailing app and discover that every outing will cost a small fortune in Uber fares.
But… here’s the kicker—almost every detail they needed to know was already there in the listing description when they made their booking! They just did not take the time to read the details.
Why The Fine Print Gets Ignored
When planning a trip, excitement can cloud practicality. Travellers tend to focus on photos, amenities, and price first, only skimming over the “Location” or “Transport” sections. Add to that the overwhelming number of listings available, and it’s easy to see how critical details slip through the cracks.
Sometimes, guests assume “close to everything” means the same thing to everyone. But “10 minutes to the beach” in one city could mean a quick walk, while in another, it’s a 10-minute drive—without traffic.
The same description can also get lost in assumptions as “10 minutes to the beach” in our case means a 10- minute walk to our local Ansteys and Brighton Beaches, located south of Durban’s CBD, while many visitors assume that the “10 minutes to the beach” refers to Durban’s main beaches!
The Disappointment that Follows
The frustration on arrival is understandable. Guests are on holiday, often in an unfamiliar city, and suddenly, their budget and itinerary need an urgent rethink.
Extra transport costs eat into spending money. Spontaneous trips turn into logistical headaches. And that idyllic “relax-and-go” vibe disappears quickly…
How Accommodation Providers Can Help
While it may feel frustrating for hosts and managers—especially when the listing clearly states and describes the location in detail—there are ways to minimize these misunderstandings and help guests book smarter:
1. Make the Location Impossible to Miss
Use plain, clear language in your description. Instead of “centrally located,” try:
“We’re a 20-minute drive from Durban’s main beaches and Ushaka and 5 minutes from the nearest grocery store. Uber is available, but you’ll need to factor transport into your budget if you plan to explore frequently.”Include distances and estimated costs for common routes, such as airport transfers or popular attractions.
2. Use Visual Tools
Add a map screenshot showing your location relative to key landmarks.
Use captions on photos like “20 minutes by car to Ushaka beach” so guests can’t miss the context.
3. Address It in Pre-Arrival Communication
Send a welcome email that reiterates the location and offers transport tips.
Share helpful info like reliable shuttle services or affordable local taxis to help them plan ahead.
4. Manage Expectations in a Friendly Way
Phrase your messaging positively:
“Our tranquil suburban location offers a quiet escape from the bustle of the city—perfect for guests with their own car or those happy to use Uber to explore.”
Encouraging Guests to Take Ownership
Ultimately, travellers, ie. the person who is making the booking is responsible for ensuring their accommodation matches their needs.
A few extra minutes spent reviewing maps and reading through the listing is vital to save hours of frustration and extra expenses later.
The Bottomline
Transparency is key, but so is guidance.
Even when the details are provided, guests often need a nudge to truly see the information before they book. By presenting location details in clear, relatable ways, accommodation providers can set the right expectations, reduce complaints, and create happier guest experiences.
After all, an informed guest is usually a satisfied guest—and that’s a win for everyone.
