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.
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.
Follow-ups should always be personalised and compliant with GDPR. Only contact guests who have consented to receive communications.
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It is usually automated and sent shortly after the guest’s stay, with a message or survey tailored to their profile.
It supports guest retention, improves reputation, and provides useful feedback to enhance service quality.
PMS, CRM, email automation, and reputation management platforms usually work together to manage this process.
Within 24 to 48 hours after checkout—when the guest experience is still fresh and feedback is most valuable.
Yes. Including personalised offers or discount codes in post-stay messages can encourage guests to book directly in the future.
AI tools like Viqal can analyse guest sentiment, automate follow-ups, and tailor future messages based on behaviour and preferences.
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