Putting Customer Experience First: The Key to Success in Outdoor Hospitality

When I launched Adventure Hospitality Group, I wasn’t starting from theory — I was building on years of running outdoor companies, Airbnb rentals, paddle sports operations, and global retreats. Through all of it, one truth has always stood out: the customer experience isn’t just part of the business — it is the business.

Whether you’re renting paddleboards on a summer afternoon, welcoming guests into a cabin in the mountains, or leading a once-in-a-lifetime retreat, your customers remember how you made them feel long after they’ve left.

Why Customer Experience Comes First

In today’s market, guests have options everywhere they look. They compare prices in seconds. They can scroll through reviews before they ever step foot in your business. One negative comment can ripple wider than you’d expect — while one glowing review can bring you dozens of new customers.

That’s why a customer experience–first mentality is non-negotiable. It’s about creating systems and training your team so every guest:

• Feels welcome the moment they interact with your business.

• Receives consistent, thoughtful service no matter the circumstance.

• Leaves with a memory worth sharing and a reason to come back.

Lessons Learned in the Field

I’ve seen firsthand how investing in experience transforms results. With my own Airbnb property in the New River Gorge, small touches and clear communication pushed us into the top 5% of properties in the region. With paddle sports and guided tours, building staff confidence and hospitality skills turned casual customers into lifelong advocates.

The difference isn’t luck — it’s systems, training, and a culture that puts people first.

How Adventure Hospitality Group Helps

That’s the mission behind Adventure Hospitality Group. We partner with:

• Outdoor outfitters to train guides and staff in delivering 5-star experiences.

• Airbnb and vacation rental owners to streamline operations, boost reviews, and increase revenue.

• Retreat leaders to plan and host events that guests can’t wait to talk about.

We don’t just consult — we’ve done it ourselves. And we’re here to help you build experiences that rival the view.

Final Thought

The adventure industry is built on stunning backdrops, thrilling activities, and unique stays — but those are just the stage. The real magic happens when your customer service turns a guest into a storyteller, spreading your reputation far and wide.

At Adventure Hospitality Group, we believe every interaction is an opportunity to exceed expectations. That’s the standard we live by — and it’s the mindset we help our partners adopt.

👉 Interested in learning how we can help elevate your business? Reach out at shannon@adventurehospitalitygroup.com or call 717-982-9644.