5 Marketing Mistakes You’re Making That Drive Guests Away (And How to Fix Them)

Are you pouring time and money into your marketing, only to see guests walk away or never return? You’re not alone. Many hospitality venues and registered clubs struggle with guest retention, brand loyalty, and building a genuine community.

In this week’s episode of The Michelle Pascoe Hospitality Podcast, I sat down with marketing powerhouse Jenn Donovan to unpack the most common marketing mistakes that drive guests away and, more importantly, how you can avoid them.

Let’s dig into the five marketing mistakes you might be making (and how to turn things around for lasting guest engagement and loyalty).

1. Mistake: Hiding Behind Your Logo

It’s easy to fall into the trap of thinking your brand is your logo or your building. But as Jenn Donovan shared, guests connect with people, not faceless brands. When you hide behind your logo, you miss out on the opportunity to build real relationships.

Tip: Showcase your team, share behind-the-scenes moments, and let your personality shine. Whether you’re a local club or a bustling city venue, guests want to know who you are and what you stand for.

2. Mistake: Forgetting What You Want to Be Famous For

If you don’t know what makes you unique, how can your guests? Many venues try to be everything to everyone, diluting their message and confusing potential guests.

Tip: Clarify your vision and mission. Dust off those statements and ask, “Is this really us?” Make sure every team member knows what you stand for and lives it every day.

3. Mistake: Ignoring the Power of Storytelling

Facts tell, but stories sell. Too many venues simply list their features or events, missing the chance to create emotional connections.

Tip: Share stories about your guests, your team, and your impact in the community. Use storytelling in your marketing, staff training, and even in your daily operations. Stories stick with people far longer than a list of amenities ever will. As Jenn reminded us, our ancestors have used stories for centuries to remember what matters. Your venue's story is your superpower.

4. Mistake: Not Creating a Safe, Welcoming Community

Online and offline, guests need to feel safe and valued. Toxic comments online or cliques in your venue can drive people away faster than you think.

Tip: Set clear community rules and enforce them. Create a space where everyone feels welcome, whether they’re regulars or first-timers. As Jenn did with her viral Facebook group, don’t be afraid to remove negativity quickly.

5. Mistake: Treating Marketing as a Checklist, Not a Conversation

If your marketing is just ticking boxes (“We posted on Facebook, done!”), you’re missing out. Guests want to feel heard and valued, not just sold to.

Tip: Engage with your audience. Ask questions, reply to comments, and listen to feedback. Marketing is a two-way street, so make your guests feel like part of your story.

Ready to take action and turn guests into loyal advocates? Watch the full episode here --> https://youtu.be/Hjf3fAkPAZw?si=Ma9CNn-Ma0-vVJkJ or listen here --> https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast.

Curious how we can work together? From workshops to leadership programs to keynote presentations, I help hospitality venues and registered clubs deliver memorable guest experiences that keep people coming back. Book a discovery call to see how we can work together and create a culture of service excellence - every day.