Acquiring new guests costs 5x more than retaining existing ones. Repeat guests book longer, leave better reviews, and refer friends.

The Value of Repeat Guests

Repeat guests typically:
• Book 20% longer stays
• Spend 15-25% more per booking
• Leave 5-star reviews 70% more often
• Require less pre-arrival communication
• Cause fewer issues and complaints

First Stay Excellence

Make the first impression unforgettable. Welcome gifts, spotless cleanliness, and proactive communication set the tone. Exceed expectations in small, memorable ways.

Personal Touches

Remember preferences from their first stay. Note if they brought dogs, celebrated an anniversary, or requested early check-in. Reference these details in future communications.

Repeat Guest Benefits

Offer 10-15% discounts for return visits. Provide priority booking before listing opens to new guests. Flexible cancellation policies for loyal guests build trust and encourage rebooking.

Stay-in-Touch Strategy

Send seasonal greetings (not sales pitches). Share local event calendars. Notify them first about property improvements or new amenities. Maintain a quarterly newsletter.

Post-Stay Engagement

Thank guests within 24 hours. Share photos they might have missed. Ask for specific feedback. Invite them to join your VIP guest list.

Referral Programs

Reward guests who refer friends with discounts or credits. Make sharing easy with referral codes and social media-ready content about your property.

Track Guest History

Maintain detailed guest profiles: dates stayed, preferences, issues resolved, and special requests. Use this data to personalize future stays.

Long-Term Relationship Building

View guests as long-term relationships, not transactions. Consistent, personalized service transforms one-time visitors into annual traditions.