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What is a Post-Stay Email?
A post-stay email is a marketing and guest relations communication sent to guests shortly after their departure from a short-term rental. Its primary purposes are to thank the guest for their stay, request a public review on the booking platform, solicit private feedback for operational improvements, and sometimes offer a promotional discount to encourage repeat, direct bookings.
These emails are a critical component of a property manager's communication strategy, helping to build guest loyalty and improve the property's online reputation. They are often automated through a Property Management System (PMS) or email marketing software.
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How it works
Post-stay emails are typically triggered automatically a set period after a guest's recorded checkout time, usually between 24 and 72 hours. This timing ensures the guest has traveled home but the experience is still fresh.
The email content is personalized using guest data (e.g., guest's name, property name) from the reservation system. Key components include a thank-you message, a clear call-to-action with a direct link to leave a review on the original booking site (like Airbnb or Vrbo), and often a secondary link to a private feedback form.
Why it matters
For property managers, post-stay emails are essential for generating a steady stream of positive reviews, which directly boosts listing visibility and search ranking on OTAs. They also provide an opportunity to capture valuable private feedback to address issues before they become public complaints.
Furthermore, by offering a discount for a future booking, these emails can increase repeat business and reduce reliance on commission-based channels, improving overall profitability.
Examples
- An email sent 24 hours after checkout with the subject 'Thank you for staying at The Hillside Cabin!' that includes a direct link to leave a review on Vrbo.
- A follow-up message offering a 15% discount code for a future stay if booked directly through the host's own website.
- An automated email that includes a link to a short, private survey asking guests to rate cleanliness, amenities, and the check-in process on a scale of 1-5.
- A simple, personalized thank-you note that mentions something specific about the guest's stay (if known) to build a stronger personal connection.
Frequently asked questions
When is the best time to send a post-stay email?+
Should I ask for a review in the first post-stay email?+
What is the difference between asking for a public review and private feedback?+
Can I automate post-stay emails?+
Related terms
Guest Communication Software
Guest communication software is a tool that centralizes and automates interactions with guests throughout their entire booking journey, from initial inquiry to…
Direct Booking
A reservation made directly with a property manager or host, bypassing third-party online travel agencies (OTAs) and their commissions.
Property Management System (PMS)
A Property Management System (PMS) is a software application that enables vacation rental owners and managers to centralize and automate their core business…
Affiliate Marketing
A marketing strategy where property managers pay commissions to external partners (affiliates) for generating bookings or leads through their efforts.