Post-stay follow-up refers to the process of contacting guests after their departure to gather feedback, express appreciation, and encourage repeat bookings. It is usually done by email, text message, or automated messages linked to the PMS or CRM.
This practice provides clear benefits for hotel management. It helps hotels maintain guest satisfaction, identify service issues, and encourage loyalty.
After a stay, guests may receive an automated message such as a survey, a review request, or an invitation to join a loyalty programme. In PMS-integrated systems, guest data (e.g., stay history, preferences, and feedback) is automatically used to personalise future offers and communication.
• Improving online reputation by requesting reviews at the optimal moment.
• Encouraging repeat bookings.
• Providing valuable insights into guest satisfaction and service quality.
• Reducing manual administrative workload for staff through automation.
Follow-ups should always be personalised and compliant with GDPR. Only contact guests who have consented to receive communications.