5 tips to turn satisfied guests into loyal guests

Loyalty is just as important as customer satisfaction when considering performance indicators. Indeed, building long-term customer loyalty is highly beneficial for you as your customers will refer you to their friends and family and will frequently return to your hotel. Here are some tips to turn your satisfied customers into loyal customers.


Improve your customer experience using post-stay feedback

Your guests’ reviews are crucial for getting feedback on how their stay went. These comments will help you to improve your offers and services as well as the experience your hotel provides. In addition, when guests feel heard and that their needs are taken into consideration, they will enjoy their stay even more and will not hesitate to return to your hotel. 

In order to collect comments and feedback from your customers, you can for example insert a link to your TripAdvisor page in your personalized post-stay email. You can also encourage your customers to share their experience on various social platforms.

Make good use of digital marketing

Digital marketing is beneficial to collect your customers’ opinions, but also to keep in touch with them after their stay, either through social media or using newsletters. This way, your customers continue to think about you, even after their stay, and recall memories of their stay. They will want to relive their experience by visiting you again. 

However, make sure your communications remain relevant and are not sent too frequently to avoid your customers getting tired of you. Otherwise, they may unsubscribe altogether from your communications.

Collaborate with local businesses

Once customers are interested in your unique packages, promote partnerships with local and environmentally friendly businesses. 

As with many travelers, discovering the region in an environmentally friendly manner is important, and can even be the main goal of their getaway. Partnering with a local outdoor business to offer discounts could be beneficial to both parties. Knowing that your hotel promotes buying and consuming locally will attract your visitors and when they want to come back to the region, they will not hesitate to come back and proudly contribute to the local economy.

Personalize your offers and services

Thanks to your customers’ comments and post-stay survey responses, you have a better idea of their needs and wishes for their next stay. This information can be a source of inspiration to better differentiate your packages

Don’t hesitate to use your database to personalize these packages ideas and adapt them according to your clients’ interests and characteristics.

For example, local businesses will appreciate if you have a flexible package catering to their business meetings’ needs, whether it’s a special dining room menu or a promotional rate for your conference room. By offering this flexibility and meeting their specific needs, they will be more inclined to make your hotel their reference in the region.

Create a loyalty program

Few travelers turn down an opportunity for discounts or additional services during their stay. Indeed, if a customer is forced to choose between two nearby establishments, the possibility of becoming a member of a loyalty program at one of them can be a decisive factor. 

There are several types of loyalty programs, and the which one you want to implement depends on your clientele, but also on your objectives. Your customers can have access to exclusive offers, additional services such as a complimentary parking or late arrivals, or receive points according to the amount spent or the number of reservations made. 

It may also be appropriate to reward your customers when they help you improve your customer experience, such as writing online reviews.

A loyal customer represents a great business opportunity for your hotel and can be a true ambassador for your hotel. There are many ways to build customer loyalty and encourage your guests to come back again and again, whether it’s through customer feedback, using appropriate marketing strategies, personalizing your offers and services, collaborating with local businesses or offering a loyalty program. However, each of these tricks requires knowledge of your customers, which is why it is paramount to have an efficient and effective PMS.

Some articles that might interest you

12 May, 2016 | Claudine Vio

9 Ways to Boost Hotel Bookings and Increase Revenue

Tip 1: Solidify your hotel guest personas With the help of your hotel database, find out who your…
Read the article
28 June, 2016 | Nicolas Audiffren

8 great reasons to create a customer satisfaction survey

To make sure the service you offer matches your customers’ needs/expectations Where striving for quality is concerned, the…
Read the article
12 July, 2016 | Laura Yee Kui Choi

The 5 best ways to promote your hotel on a limited budget

1 - Create a captivating web experience One of the pillars of a solid marketing strategy is having…
Read the article
25 August, 2016 | Nicolas Audiffren

10 Digital Marketing Tips to Differentiate Your Hotel

1 - Embrace your specialization Your hotel should appear in the distribution channels most relevant to your market…
Read the article
24 January, 2017 | Sarah Trépanier

5 tips to make your hotel staff more productive

Give incentives to work harder One of the first things you can do to encourage your hotel team…
Read the article
26 January, 2017 | Catherine Daoust

6 tips to improve your customer service skills today

1. Nouez le dialogue avec votre public cible L’objectif du service à la clientèle est d’offrir une expérience positive à…
Read the article
| Catherine Daoust

4 ways to keep your hospitality staff happy

1 - Establish a working culture of learning and development The nature of the hospitality industry is that…
Read the article
3 April, 2017 | Sarah Trépanier

Why is it beneficial for hoteliers to train their staff?

1 - Boost their performance Investing in training isn’t done simply for the employee’s benefit — it can…
Read the article
23 May, 2017 | Karine Thibeault

Hotel management software: what about cybersecurity?

Physical security Should your establishment suffer damage from a fire or water infiltration, it would be unfortunate to…
Read the article
12 July, 2017 | Nicolas Audiffren

8 easy steps to boost direct bookings

Augmentez vos réservations directes en 8 étapes faciles 1. Make the reservation process easy To encourage people who…
Read the article
3 August, 2017 | Claudine Vio

4 booking engine attributes that boost conversions

User-friendly and intuitive The easier and more intuitive the booking experience, the more likely conversions will result. Therefore,…
Read the article
7 February, 2018 | Sarah Trépanier

Everything you need to know about loyalty programs

Reasons for a loyalty program Loyalty programs are well known for creating a win-win situation: Guests get rewarded…
Read the article
7 March, 2018 | Sarah Trépanier

How to attract business travellers

Technology is essential C’est simple, pour inciter les voyageurs d’affaires à séjourner dans votre établissement, celui-ci doit être…
Read the article
24 April, 2018 | Karine Thibeault

6 Qualities of a Good PMS

Les 6 qualités d'un bons PMS hôtel A good PMS must: Be easy to use Your PMS must…
Read the article
15 May, 2018 | Claudine Vio

Let automation lead the way

Laissez-vous guider par l'automatisation The booking process Automation begins with booking. When booking is done online, the booking…
Read the article
21 June, 2018 | Karine Thibeault

With PMS integration, you have the luxury of choice

Why is integration capability important? An establishment’s hotel management system (PMS) lies at the heart of its operations. While…
Read the article