THIS Is How You Welcome Your Guests (The Best Arrival Video You'll See)

First impressions are everything in this business.

When a guest arrives, they shouldn’t have to work hard to learn the basics, like the on-site amenities, local points of interest, and emergency contacts.

Most operators share the important info through guidebooks or during the check-in process.

Unplugged, a UK-based cabin company, do things differently. They’ve just rolled out a 3-minute welcome video, and it’s brilliant. 

Let’s dive into what makes it great, and what you can take from it.

Who Are Unplugged?

Unplugged have been on my radar for a while.

They’re on a mission to get busy Brits to put their phones down and escape to the countryside. They have over 40 cabins dotted about rural Britain, mostly within a short drive of major cities like London, Manchester and Birmingham.

What makes Unplugged unique is their emphasis on digital detoxing. Each cabin comes with a lockbox for guests to put their phones away and truly get off the grid.

You get a bunch of nice little amenities to help you forget about your phone. Think books, board games, fire pits and cassettes with calming sleep stories.

Their leadership team has been taking over my LinkedIn algorithm lately. They’ve pulled off community capital raises, collabs with clothing brands, and they’re getting a lot of press attention.

But what impressed me most was their new welcome video.

The Video

If you can, watch the full 3 minutes. If you’re pushed for time, the first minute should give you the vibe.

Why do I love  this?

It’s different.

The team at Unplugged have been brave enough to buck tradition and invest time and money into something that will set them apart. It’s the funniest, most memorable arrival experience I’ve seen in this business.

It also serves a real purpose.

Not only does it explain the important info, but it encourages the guest to buy into the whole Unplugged philosophy. By the end of the 3 minutes, the guest wants to put their phone away and get on with their digital detox.

Fair play, Unplugged team. You smashed it out of the park with this one.

What Can We Take From It?

Unplugged is a well-funded company. They partnered with a creative agency to do this, and it shows.

You might struggle to make something this good on a budget, but you can do something memorable and personable.

Instead of printing a run-of-the-mill guidebook, consider shooting a video that welcomes your guest to the property. Tell the story of the land, throw some jokes in there, whatever matches your vibe.

Every resort needs to explain the basics. Unplugged’s video proves that, with a bit of creativity and skillful execution, you can make this part of a world-class guest experience.

P.S. Hector, Ben, Grace or anyone from Unplugged that’s reading this - I’ve been trying to get hold of you for a while (I’m a fellow Brit doing some cool stuff across the Atlantic with Posh Outdoors). I’d love to talk, so reply to this email and let’s get a call set up.