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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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Other Key Terms

Operational Efficiency

Operational efficiency is the ability of a hotel to deliver high-quality service using the least amount of time, effort, and resources. It measures how well a property turns inputs (staff, utilities, inventory) into customer satisfaction and profit.

Guest Feedback

Guest feedback is information provided by hotel guests about their experience before, during, or after a stay. It includes opinions on things like how good the service is, how comfortable the rooms are, what amenities are available, how clean the hotel is, and how satisfied guests are.

Guest Lifetime Value (GLV)

Guest Lifetime Value (GLV) is the total revenue a hotel can expect from one guest over the entire relationship. It includes room reservations, ancillary services, and referrals. GLV helps hotels measure how profitable individual guests are, not just how profitable a single stay is.

Night Audit

The night audit is a daily financial and operational review conducted at the end of a hotel's business day. It ensures that all guest charges, payments, and revenue are accurate before closing the business day and starting the next.