
Learn How To Manage Your Rental Property
Get access to our 5-day training course on managing your vacation rental property in Dubai.
Learn More
“Airbnb guest retention begins with genuine human connection” – Tee 2024.
As a short term rental host, you’re not in the business of providing a place to stay—you’re in the business of creating experiences. And what better way to grow your business than — having guests who love your experience so much — they can’t wait to come back?
In this blog, we’ll walk you through proven strategies to turn one-time Airbnb guests into repeat guests.
You ready?
Before we get into the “how to,” let’s talk about “why” repeat Airbnb guests are important – and how they can help your short term rental business.
Photo by: Gustavo Fring
Certain guests have repeat booking potential than others. Let’s break this down:
For instance, Toby, a digital nomad from San Francisco – might become a repeat guest if your space offers a reliable workspace and is close to cafes. Meanwhile, the Thompson family from a nearby city might return every summer if you provide family-friendly amenities.
The key is to identify your ideal repeat guests and then cater to their preferences consistently. By doing so, you’re fulfilling a specific travel need that will keep them coming back for more.
Retention starts with a great first impression (Eminem, who you?).
Photo by: RDNE Stock project
Want to know the real secret behind successful Airbnb properties? It’s not just about getting guests through the door – it’s about making them want to hit that “book again” button. And to make that happen, you need to create an experienceeee.
Here’s how you can transform your space from a mere accommodation to an unforgettable experience:
Send a warm welcome message within 24 hours of booking. Provide clear, detailed check-in instructions with photos or videos. Here’s a template you can steal:
“Hi [Guest Name],
Welcome to [Property Name]! I’m excited to host you from [Check-in Date] to [Check-out Date]. To ensure a smooth arrival, here’s what you need to know:
[Brief check-in instructions]
Is there anything special you need for your stay? I’m happy to help with recommendations or special requests.
Looking forward to hosting you.”
Take it a step further and send a quick survey to the guest before arrival. Here’s a template to make it easier;
To make your stay extra special, we’d love to know:
Then based on the responses, customize the welcome experience for the guest. If you figure they’re health conscious, you can leave a guide to local organic markets or yoga studios. If they’re digital nomads, or they’ll be working from home – provide adaptable furniture.
If you’re feeling a little extra, do the following;
The goal is to create an experience that’s so amazing they’ll want to move in. By going beyond the basics and offering unique, personalized touches —you’re creating a reason to return.
Leave a handwritten welcome note with your contact information. If you can, provide a small welcome gift like; local snacks, sweets or a bottle of wine. Use this template below;
“Dear [Guest Name],
Welcome to [Property Name]! We’re thrilled to have you here. If you need anything during your stay, please don’t hesitate to reach out:
[Your contact information]
Enjoy your time in [City/Area]!”
Homevy Tip: After the first night, still check in via message to ensure they’ve settled in comfortably.
Photo by: Liza Summer
Good communication helps you build relationships. And it’s these relationships that turn guests into your biggest fans and repeat visitors. It’s not just about what you say though, but how and when you say it. Always use a warm but professional tone. Not overly chummy or robotic, neither too casual or formal. Use the guest’s name and a friendly greeting to lead as well.
Also, always address issues immediately – even if you can’t solve them right away. Here’s a template for acknowledging an issue:
“Hey [Guest Name],
I’m so sorry to hear about [issue]. I’m working on resolving this right away. In the meantime, here’s what we can do: [interim solution]. I’ll keep you updated on the progress. Thank you for your patience and understanding.”
Post-stay follow ups often encourage guests to come back. To start with, send a “thank you” note within 24 hours of check-out. You can also reference something specific from their stay. This sets the stage for the “initial” follow-up.
Here’s a template to use;
“[Guest Name],
Thank you for choosing to stay at [Property Name]. It was indeed a pleasure hosting you, and I hope you had a wonderful time in [City Name].
We’d be thrilled to welcome you back anytime. As a token of our appreciation, here’s a special discount code for your next stay: WELCOMEBACK10
If you have a moment, I’d love to hear about your experience. Your feedback helps us improve/double down on what we’re doing for future guests.
Btw I hope you enjoyed [something you left them]. If you’d like to order some to enjoy at home, here’s the website details [insert here].
Safe travels and hope to see you again soon!”
Photo by: Mikhail Nilov
After a few months, send a follow-up, something like;
“Hey [Guest Name],
Hope you’re doing great! It’s been a few months since your stay with us in [City Name]. As the [relevant season] approaches, I wanted to reach out and let you know we’d absolutely love to host you again!
[Mention any updates or improvements to your property]
Remember, as a returning guest, you’re entitled to our special discount (code: WELCOMEBACK10).
Looking forward to welcoming you back!”
Airbnb isn’t just a place to list your property; it’s a powerful tool for guest retention as well. Here’s how:
1. Create Special Offers: Use Airbnb’s Special Offer feature to send personalized discounts to previous guests. How to do it:
2. Use Airbnb’s “Re-book” Feature: Encourage guests to use the “Re-book” button. You can mention this in your post-stay message: “Loved having you stay! If you’re planning to visit again, don’t forget to use the “Re-book” button on your trip page for a streamlined booking process.”
3. Use the “Wishlists” feature; Encourage guests to add your property to their Wishlist. Include a gentle reminder in your welcome message or guidebook. Steal this template: “Enjoying your stay? Don’t forget to add us to your Wishlist for easy booking next time!”
Maintaining your property is necessary for guest satisfaction and retention. Let’s explore how to keep your place in excellent shape:
Photo by: Tima Miroshnichenko
1. Use A Professional Cleaning Service: Consider hiring a professional cleaning service for consistency. Or if you’re running things yourself, use this sample checklist to ensure nothing is missed:
2. Create A Feedback Loop: You should actively seek and analyze guest feedback after each stay. Do this by creating a system to track common suggestions or complaints. Here’s a template you can modify:
“Hi [Guest Name],
We hope you enjoyed your stay at [Property Name]! Your feedback is invaluable in helping us improve. Could you take a moment to answer three quick questions?
Thank you for helping us make [Property Name] even better for future guests (including you on your next visit)!”
3. Communicate Updates To Guests: Let past guests know when you’ve made improvements based on their feedback. Here’s a sample message:
“Hi [Guest Name],
Remember when you suggested we add more kitchen utensils? We loved that idea and have since added a full set of chef’s knives, a blender, and a food processor. We’d love for you to come back and try out our upgraded kitchen!
Hope to see you again soon!”
Airbnb guest retention refers to your ability to turn one-time visitors into repeat Airbnb guests who book your property multiple times. It’s a crucial metric that measures how effectively you’re creating positive experiences that encourage guests to return, rather than booking with competitors or other properties for their future stays.
To calculate your repeat Airbnb guests retention rate, divide the number of returning guests by your total number of guests in a given period, then multiply by 100 to get a percentage. For example, if you had 50 total guests in a year and 15 were repeat visitors, your guest retention rate would be 30%. Track this metric monthly or annually to measure the effectiveness of your retention strategies.
Yes, guest retention is essential for a successful short-term rental business because repeat Airbnb guests often lead to higher profits, more predictable income, and fewer marketing costs. Properties with a high percentage of returning guests often earn more too than those relying solely on new bookings.
Building a loyal base of repeat guests helps you create a sustainable and profitable short term rental business that stands out in a crowded market.
Exceed expectations and build lasting relationships. Start small by implementing one or two strategies, then gradually incorporate more as you refine your hosting approach. Focus on creating value for your guests, and the returns will follow naturally.
Go on, make it count with your next booking.
Xoxo, Gossip Homevy girl.
Get access to our 5-day training course on managing your vacation rental property in Dubai.
Learn More