4 tips for hotels to increase repeat stays

18th June 2019

How can you ensure that all the efforts you made to deliver a great guest experience will help you turn your guests into loyal customers or advocates of your hotel or serviced apartment? Follow-up communications can help build loyal guests and keep them coming back for more.

1. Send post-stay email to request a review and feedback

A personalised thank you email or text after checkout is a great way to show your appreciation. Make reference to something about their stay, and request a review using post-stay notifications encouraging guests to ‘check in’ on Facebook where they will be automatically prompted to leave a review.

Satisfaction surveys not only help you improve your service, they provide invaluable data for future personalisation. Your guest didn’t like being situated near the lift? Act on this the next time they stay!

2. Reach previous guests for a special occasion with an exclusive offer

Re-engagement emails are a warm personalised way of reminding guests of a wonderful stay.

Where guests have given you permission to store data, details like birthdays and special occasions are absolute gold dust - send them a congratulatory email on their special day. Even better, email them beforehand to invite them back with a discount or free upgrade to celebrate.

3. Send a push-notification after their stay

Post-stay in-app notifications can draw customers back, to engage with your social media feed or make them aware of upcoming special events or activities

If they're sports fans, tell them about an upcoming sports event and invite them back the next time their heroes are playing.

4. Reward loyal guests

Reward loyal customers, not just with discounts but by making them feel special. Personalised loyalty programmes are a great way of doing this.

Make incentives as specific and targeted as possible; if it’s a business traveller - add free breakfasts or drinks vouchers, or for holiday-makers provide free wi-fi or tickets/discounts to local events.

Acknowledge milestone stays like every fifth booking with a free perk, upgrade or personalised surprise gift. However, you do it, making repeat customers feel special and appreciated will ensure their loyalty remains strong.

>>> You could be interested in 5 ways to personalise the guest experience and increase revenue