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Post-Stay Follow-Up

Post-Stay Follow-Up

What is Post-Stay Follow-Up?

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.

How it helps hotels

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.

Benefits include:

• 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.

Important Note:

Follow-ups should always be personalised and compliant with GDPR. Only contact guests who have consented to receive communications.

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FAQ
How do hotels make sure their guests are happy after they have left?
Why is it important to follow up with guests after they have stayed?
Which systems are used for post-stay follow-up?
When is the best time to send a post-stay message?
Can follow-ups increase direct bookings?
How can AI improve post-stay communication?