How do hotel guests come back a second time?
Hotel guests come back when they feel remembered and you get in touch after their departure. This is how you go about it.
The short answer.
Hotel guests come a second time when they feel remembered and you get in touch after their departure. For this you need three things: a detail from the first stay, the guest's consent to contact and a reason for the next booking. Whoever hears nothing from you after departure has no reason to book with you again.
Which steps turn a guest into a regular guest?
A regular guest comes about in six steps that start before arrival and don't end after departure. The table shows the process. This is a recommendation from practice, not a study.
| Timing | What you do | Who does it |
|---|---|---|
| Before arrival | Short message with arrival info, asking about wishes | Reception |
| At check-in | Remember the name, ask about the occasion, get consent to the newsletter | Reception |
| During the stay | Show a personal detail the guest doesn't expect | Team |
| On departure day | Say thank you, bring up coming back | Reception |
| Two to three days afterwards | Short thank-you and the question of how it was | Owner or reception |
| Before the next season | Offer that fits the occasion for guests who have agreed | Owner |
Which detail stays in a guest's mind?
We recommend remembering a small personal detail instead of only talking about price or room size. At check-in, note the occasion of the trip, the breakfast preference and the coffee they ordered twice. At the next stay you say: "We have the table by the window ready for you again." This one sentence shows the guest that you know them. Keep the notes in a list that everyone on the team can read. This is a recommendation from experience, not evidence from a study.
What do you write to the guest after departure?
After departure you write within two to three days a short thank-you with a single question: How was your stay? Nothing more. No advertising in this first message. That way the guest notices that you don't treat them as a number. If they answer with a problem, you can solve it right away. If they answer with praise, that's the best moment to ask for a review and to mention when your house is especially lovely.
When is the best occasion for a return visit?
The best occasion is one the guest already has: birthday, wedding anniversary, the same season, the festival in town or the long weekend. Write to them weeks beforehand, before they plan somewhere else. A guest who came in autumn will be happy in late summer to hear that the terrace is open again. Check your own house: in which weeks do rooms stay empty? That's exactly what you address former guests for.
How does SmartChat help you reach guests?
A newsletter to guests who have agreed is the direct way to bring regular guests back. With SmartChat you send it via WhatsApp to confirmed contacts. Sending costs no credits, and anyone who doesn't want to receive anything anymore writes STOP. You get the consent at check-in with a QR code or on a landing page. After that you send your WhatsApp newsletter and with follow-ups the thank-you after departure. You'll find more for your hotel under hotels. Limit: SmartChat only sends via WhatsApp, not by email or SMS.
Which mistakes keep guests from coming back?
Guests don't come back when they hear nothing after departure, when every message is only a discount or when you write too often. Better send rarely and with a reason. Only send to guests who have agreed. And answer every reply yourself, even if it's short. This is our recommendation, not a fixed rule.
Frequently asked questions about regular guests in a hotel.
How do I find out who my regular guest is?
In your guest list, count who has booked more than once. You address these guests first.
May I write to former guests?
Only if they agreed to contact. Get the consent at check-in and keep a record of it.
When do I send the first message after departure?
Two to three days afterwards, short and without advertising. This is a recommendation from experience.
Do I need software for regular guests?
A simple list is enough to start with. With SmartChat you keep consent and contacts in one place.
What does sending to guests cost with SmartChat?
Sending costs no credits. You pay Meta fees directly to Meta, see Meta fees.
What to do when a guest doesn't want to receive anything anymore?
They write STOP and don't get a newsletter anymore.
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Last updated: By SmartChat Team