Getting guests through the door once is good… but knowing how to make hotel guests return is where the real value lies.
Repeat guests cost less to retain, tend to spend more, and are more likely to recommend your hotel to others. Today’s travellers want experiences that evolve with their needs, stay top of mind even after check-out, and make them feel remembered and valued. If your offering hasn’t changed in years, that could be why your guests aren’t coming back.
So, how can you bring them back again? Let’s go beyond the usual loyalty programme and explore four guest retention strategies for hotels that actually work.
Some guests don’t return because they had a bad experience, but more often, it’s simply because they forget. That’s why the most effective hotel guest loyalty strategies focus not just on in-stay perks, but on staying visible and relevant after check-out.
Encourage guests to stay engaged after their visit by leaving a review or sharing content online. Small actions like these keep your brand top of mind and can be rewarded with perks like free drinks, bonus points, or late check-out.
For example, when a guest posts a photo of their room and tags your hotel on Instagram, you could reply with a thank-you message and a personalised offer for their next visit.
Not only does this interaction feel personal, but it also positions your hotel as attentive and community-driven — two things today’s travellers value highly.
The more guests feel acknowledged and involved, the more likely they are to return for a second stay and recommend your property.
Many hotels send a post-stay thank-you email and leave it at that. But guest decision-making doesn’t stop at check-out. Without follow-up communication, you’re missing the opportunity to guide them back when they're most likely to rebook.
By automating your communication, you ensure guests hear from you at the right time — without adding pressure to your team.
A simple automated hotel email follow-up strategy could include a thank-you email a few days after their stay, a feedback request a week later, and a return offer after three or six months.
Let’s say a guest stayed during the festive season. You could schedule an automated email the following year, offering them an exclusive early-bird deal for the same period.
These touchpoints show that you remember them and genuinely care about their guest experience, which can make all the difference when they’re deciding where to stay next.
With Bookboost, you can easily set up one-time or recurring campaigns based on check-out dates, guest segments, or seasonality, without adding manual work to your team.
Looking for fresh ways to re-engage past guests? Here are 5 marketing campaign ideas to try out right away.
Sometimes, guests don’t return because they think they’ve “already been there.” If your offering doesn’t change, there’s little incentive for repeat bookings, no matter how great the first stay was.
Creating limited-time, locally inspired experiences gives guests a reason to come back. You might collaborate with nearby tour providers, local chefs, or seasonal events to craft exclusive packages that can’t be booked year-round.
For instance, during spring, you could offer a “Blossom & Brunch” weekend that includes a guided nature walk and a chef-prepared picnic featuring regional ingredients. It adds a fresh twist to the guest experience and keeps your hotel feeling dynamic and relevant.
These evolving offerings not only support your community but also ensure that every stay feels new, a powerful driver in any guest retention strategy for hotels.
Watch how our customer Clink Hostels collaborates with local brewers to create experiences that keep guests coming back.
It’s easy to meet expectations. But exceeding them, even in small ways, is what makes a stay memorable. And memorable stays are the ones that turn into repeat bookings.
Surprises don’t need to be grand or expensive; they just need to feel thoughtful. Here are some examples:
- A chocolate with a note wishing them a pleasant stay
- A message to check if everything is okay and if they need anything
- A small bedtime snack to wish them a nice sleep
- A small basket of local or homemade treats to give them a taste of the local culture and region
- If your guest is celebrating a special occasion, such as a birthday or anniversary, you can always decorate their room with balloons, offering a cake, champagne or gift cards.
That emotional lift is what sets your hotel apart and encourages loyalty. When guests feel seen and appreciated, they’re far more likely to book again directly and to share their experience with others. That’s the core of strong hotel guest loyalty strategies.
Even with the best strategies, guests won’t come back if their stay feels like a hassle. High-effort processes including confusing booking, slow check-in, unhelpful responses, can undo all the good work you’ve done.
That’s why reducing friction is just as important. Want to learn how? Check out our article on lowering customer effort here.
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