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Responding to Marketplace Enquiries

Best practices for handling visitor and operator enquiries to convert interest into bookings and partnerships.

Hayden Zammit Meaney avatar
Written by Hayden Zammit Meaney
Updated today

Responding to Marketplace Enquiries

Every enquiry represents a potential visitor or valuable partnership. How you respond can make the difference between a conversion and a missed opportunity. This guide shares best practices for handling enquiries effectively.

Understanding Enquiry Types

Visitor Enquiries

These come from people planning trips who want more information:

  • Availability questions

  • Pricing and booking queries

  • Special requirements (accessibility, dietary, group sizes)

  • Experience and service details

  • Combination package requests

Operator Enquiries

These come from fellow tourism businesses:

  • Partnership proposals

  • Cross-promotion opportunities

  • Referral arrangements

  • Collaborative experience development

  • Industry networking

Accessing Your Enquiries

  • Log in to your Tourism Accelerator account

  • Navigate to /marketplace

  • Click on your profile or "Manage Listing"

  • Select the "Enquiries" tab

You'll also receive email notifications when new enquiries arrive.

Response Time Matters

Quick responses significantly improve conversion rates:

Response Time

Typical Conversion Impact

Within 1 hour

Highest conversion rates

Within 4 hours

Strong performance

Within 24 hours

Acceptable

Over 24 hours

Significant drop-off

Tip: Set up mobile notifications so you never miss an enquiry, especially during peak seasons.

Crafting Effective Responses

The Perfect Response Structure

  • Warm greeting – Personalise with their name

  • Acknowledge their interest – Thank them for reaching out

  • Answer their questions – Address every point they raised

  • Provide additional value – Offer relevant information they didn't ask about

  • Clear call to action – Tell them what to do next

  • Warm sign-off – Keep it friendly and professional

Example Response to a Visitor

Dear Sarah,

>

Thank you for your enquiry about our sunset kayaking tours—we're thrilled you're considering joining us!

>

To answer your questions:

- Yes, we do run tours on weekends throughout February

- Our Saturday sunset tour departs at 5:30 PM

- The experience lasts approximately 2.5 hours

- All equipment and a light refreshment are included

>

I noticed you mentioned it's a special anniversary trip—congratulations! We'd be happy to arrange a semi-private tour for just the two of you if you'd prefer a more intimate experience. We can also organise a celebratory bottle of local sparkling wine to enjoy at our sunset stop.

>

To secure your spot, you can book directly through our listing or reply to this email with your preferred date and I'll reserve it for you.

>

Looking forward to welcoming you to our beautiful waterways!

>

Warm regards,

Michael

Coastal Kayak Adventures

Example Response to an Operator

Hi David,

>

Thanks so much for reaching out about a potential partnership—it's always exciting to connect with fellow operators.

>

Your boutique accommodation sounds like a perfect fit for our guests who often ask about quality places to stay in the area. I'd love to explore how we might work together.

>

A few ideas that come to mind:

- We could recommend your property to our guests as preferred accommodation

- You might include our tour brochures in your guest welcome packs

- We could create a combined package that offers guests a discount on both

>

Would you be available for a coffee next week to discuss further? I'm free Tuesday or Thursday afternoon and happy to come to you.

>

Looking forward to building something great together.

>

Cheers,

Michael

Handling Common Scenarios

When You're Fully Booked

Don't just say no—offer alternatives:
​

  • Suggest alternative dates

  • Recommend similar operators

  • Add them to a waitlist

  • Invite them to book future visits


​

When the Enquiry Isn't Right for You

Be helpful even when declining:
​

  • Politely explain why you can't help

  • Recommend a more suitable operator

  • Keep the door open for future opportunities


​

When You Need More Information

Ask specific questions:
​

  • Group size and composition

  • Preferred dates and flexibility

  • Special requirements or interests

  • Budget range if relevant


​

When Following Up

If you haven't heard back:
​

  • Wait 2-3 days before following up

  • Keep follow-ups brief and helpful

  • Offer new information or options

  • Know when to let go gracefully


​

Managing High Volume Periods

During busy seasons:

Create Response Templates

Prepare templates for common enquiries that you can personalise quickly:

  • Availability responses

  • Pricing information

  • Booking instructions

  • Frequently asked questions

Set Expectations

Update your listing with:

  • Current response times

  • Busy period notices

  • Alternative contact methods

  • Booking cut-off times

Prioritise Effectively

Focus first on:

  • Time-sensitive bookings

  • High-value enquiries

  • Returning visitors

  • Operator partnerships

Tracking and Improving

Monitor your enquiry performance:

  • Response rate – Are you replying to all enquiries?

  • Response time – How quickly are you responding?

  • Conversion rate – How many enquiries become bookings?

  • Common questions – What information could you add to your listing?

Use these insights to continuously improve both your responses and your listing content.

Key Takeaways

  • Respond quickly – Speed matters for conversions

  • Be personal – Use names and acknowledge specifics

  • Answer fully – Address every question asked

  • Add value – Offer helpful additional information

  • Guide next steps – Make it easy to proceed

  • Stay warm – Reflect your brand personality

Every enquiry is an opportunity to showcase the hospitality that makes tourism special. Treat each one as the start of a potential relationship.

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