Building Guest Loyalty in Your Short-Term Let

Building guest loyalty in your short-term let is one of the most rewarding aspects of hosting. Repeat guests are familiar with your space, understand your expectations, and tend to treat the property with respect. Even better, they often become enthusiastic advocates who recommend your place to friends and family.

But loyalty doesn’t happen by chance. It’s built through thoughtful hosting, genuine communication, and experiences that make guests feel valued. Encouraging guests to return — and building that sense of connection — starts with the stay itself and continues well after check-out.

Deliver a Memorable First Stay

Before you can encourage a guest to return, their first stay needs to stand out for all the right reasons. This doesn’t necessarily mean you need high-end amenities or extravagant decor — it’s about making the essentials exceptional. Focus on:

• Clear, warm, and prompt communication from booking to check-out

• A spotless and thoughtfully presented space that matches (or exceeds) expectations

• Details that show care — like a handwritten welcome note, curated local recommendations, or a small treat

• Ensuring the basics are seamless: strong Wi-Fi, clear instructions, comfortable beds, and a hassle-free check-in

  
  

When guests feel genuinely looked after and relaxed, they remember. That memory — especially if the trip marks a special occasion — can be what brings them back again.

Personalise the Experience

People remember how you made them feel. If you can add even a small amount of personalisation, it goes a long way in making guests feel seen, not just booked. Did they mention they were visiting for a wedding, hiking trip, or work event? Reference it in your

welcome message. Leave out a trail map or suggest a great brunch spot nearby. It doesn’t take much — but it creates a connection.

This kind of thoughtfulness makes your property feel more like a personal recommendation than just another stay. Guests are much more likely to return to a space where they feel they have a personal connection.

Follow Up Thoughtfully

Don’t let the connection fade once they’ve walked out the door. A thank-you message after check-out is a simple but meaningful gesture. It closes the loop on the stay and opens the door for future communication. If you have permission, you could:

• Add them to your email list for updates, exclusive offers, or new feature announcements

• Send a friendly message around key travel times (e.g. six months later or ahead of summer) reminding them your place is ready for their return

• Mention new amenities, renovations, or local attractions that might make another visit even more tempting

  
  

Always be respectful of their inbox — the tone should be helpful, not pushy. A light-touch reminder can be all it takes.

Offer Incentives for Returning

While good hosting alone can bring guests back, a little extra incentive doesn’t hurt. A thoughtful reward or perk can give past guests a reason to choose your place again over trying somewhere new. Ideas include:

• Offering a percentage discount for repeat stays (e.g. 10–15%)

• Priority booking for popular dates like school holidays or long weekends

• A returning guest perk like early check-in, a bottle of wine, or a personalised note

• A simple referral offer — if they send a friend your way, both receive something small but appreciated

  
  

You can highlight these perks subtly in your digital welcome book, a handwritten or printed thank-you card, or in your post-stay messages via email or platform chat. These channels give you a natural opportunity to plant the seed for a future stay without being overly promotional. Guests often appreciate these thoughtful touches, especially when they feel exclusive or personalised — like a note that says, "We’d love to welcome you back any time," or a mention of a special returning guest perk.

It’s a nice surprise that can nudge them to keep you top of mind when they’re planning their next trip — especially if their original stay was linked to a recurring event, seasonal break, or favourite destination.

Create a Direct Booking Path

If guests only know how to find you through Airbnb or another platform, they might hesitate to return due to rising fees or booking friction. Offering a way to book with you directly — even something as simple as an email or form — makes the process easier and more personal. Just make sure to:

• Get their consent if you plan to email them outside the platform

• Stay within platform rules (especially while they’re still an active guest)

• Present your direct option as a convenience, not a pressure tactic

Even a simple line in your follow-up message like, "If you'd like to stay again, feel free to contact me directly next time" can work wonders. Having a direct route also allows you to create more tailored offers, control your calendar, and build a more loyal guest base over time.

Final Thoughts

Encouraging repeat bookings isn’t about pushy marketing — it’s about creating meaningful, memorable guest experiences and then keeping that connection alive. When guests feel welcomed, valued, and appreciated, they’re far more likely to come back — and they may even bring others with them.

Focus on delivering a great stay, personalising the experience, and leaving the door open for their return. With a little effort and genuine hospitality, repeat bookings can become one of the most enjoyable — and reliable — parts of your hosting journey.