Just because the guest stay is over doesn’t mean the relationship has to end. Encouraging repeat guests benefits both parties: you get to host guests you already know and can trust — and guests get to stay at a property where they know they’ll have a great experience.
How to encourage repeat guests
How to stay in touch with your best guests
Once you’ve decided to try to encourage former guests to rebook, you’ll need to think about who to reach out to, how best to reach out and what to say when you do make contact. An occasional email or card is a great way to stay in touch with your guests.
Which guests should you contact?
Look at past bookings in your dashboard and make a list of everyone who has booked with you during that period. While you may remember many of your best guests, you may also want to look at your reviews of travellers, as well as their reviews of you. Go through your list and whenever good reviews appear, flag them as guests to contact.
How often should you communicate with past guests?
Sending a weekly or monthly communication is probably too much, but going silent for an entire year before reaching out might be too long. We recommend reaching out two to three times a year. This keeps you top of mind without being annoying. Schedule calendar reminders throughout the year to remember to reach out.
What kind of updates should I give past guests?
There are three kinds of communications that are perfect for staying in touch:
1. The Property Update: An occasional email updating former guests about your property and expressing well wishes is a small gesture that could result in a repeat booking. Remember, every post-stay communication you send should encourage them to book with you again. Always include a link to your property to make this as easy as possible.
For example:
Hello [Guest’s Name],
We enjoyed having you stay with us [insert time period that they stayed here]. I’m excited to let you know that we’ve just finished installing a pool in the garden, along with a terrific outdoor seating area!
We’d love to have you stay with us again for your next holiday — if you have one coming up, please keep us in mind!
[include listing link]
I hope all is well.
Kind regards,
[Owner/Property Manager Name]
2. The Rebooking Request: After you’ve been in touch throughout the year, it’s time to come out and ask for what you want: a repeat booking. This communication is best sent around the same time of year that they booked last time, and the idea is to be at the top of their list when they start planning their annual trip. You may even want to include a special offer as incentive, like 10% off their stay or a waived cleaning fee.
Here’s an example of an email you could send:
Hello [Guest’s Name],
It’s that time again — time to start booking a holiday! As you know, we’ve installed a pool in the garden along with an updated seating area, and we’ve also completely redecorated the master bathroom. The house looks better than ever!
We enjoyed having you stay with us [insert time period that they stayed here], and if you enjoyed your stay, we’d love to have you back. In fact, since you left the house in such good shape last time, we’re willing to waive the cleaning fee for you!
[include listing link]
Thank you very much for your business, and we hope to see you again this year!
Kind regards,
[Owner/Property Manager Name]
3. The Upcoming Event or New Attraction Announcement: Depending on where you live, your area might host different seasonal special events. Send a quick email to let your past guests know about upcoming events they won’t want to miss.
Here’s an email you could modify:
Hello [Guest’s Name],
Summer means our highly anticipated annual Summer Days Festival. Every year, people come from all over the country to enjoy live music acts, delicious local food and great beach weather at Summer Days.
I just wanted to let you know about this special event in case you wanted to visit then. We enjoyed hosting you last winter and thought you might want to experience our beautiful town during a different time of year.
Here’s the link to the event if you’re interested! [include event link]
Hope to see you again — if not this summer, then soon!
Kind regards,
[Owner/Property Manager Name]
Personalising your communications, offering special deals and thanking guests for their past business are all great ways to increase repeat bookings.
Even if it’s just once a year, keeping in touch with past guests who had a great experience at your property is a smart way to encourage rebooking with people you already know and trust.
Review your past bookingsd to determine who you’d like to invite back to your holiday rental, and keep your properties booked with your very best guests.
