Seeing Beyond the Spin: Why Site Visits Matter

I’ll admit it—after three decades in marketing, I’ve spun my fair share of stories. Highlight the positives, downplay the negatives—it’s all part of the game. And nowhere is this more refined than in the hotel and hospitality industry. With a talented photographer and a clever copywriter, even a modest property can appear lavish.

Bethany and I recently experienced this firsthand during a long weekend at an RV resort we’d visited in 2021. The property had changed hands and promised new amenities. On paper, it looked amazing. In reality…well, it was a little different.

Check-in was a test of patience. Reservations didn’t match up, fees were miscalculated, and the front desk staff seemed overwhelmed. Eventually, another employee stepped in and sorted it out—but not without excuses like, “We’re just too busy these days.”

Our “Premium Scenic” campsites promised “furnished” spaces, a “concrete pad,” and an “overlook.” Furnished? Just a picnic table. Concrete pad? Only enough for the picnic table. Overlook? Lots of trees, no river view. Technically accurate, but the perception didn’t match the reality.

Despite these bumps, it was a great weekend, and the property had made real investments—pools, golf carts, and new lodging options. What was missing was the harder stuff: attentive customer service and attention to detail.

The takeaway? When planning an offsite meeting or conference, a site visit is invaluable. Experiencing a property firsthand lets you fact-check the marketing spin and assess the intangible aspects: staff, accommodations, layout, and vibe. Is it casual and welcoming, or stuffy and pretentious? Does it feel current or tired?

We’ve conducted countless site visits and maintain a database built on personal experience, not just online reviews. We can even serve as an impartial third-party to vet properties against your specific needs, helping ensure your offsite is as memorable as you hope.

Cheers,

Kelly