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What is a Post-Stay Message?
A post-stay message is a targeted communication, often an email or SMS, sent by a vacation rental host or property manager to a guest after they have checked out and completed their stay. This message is an essential part of the guest journey, providing a final, positive touchpoint.
Its main goals are to express gratitude, solicit valuable feedback, encourage the guest to leave a public review, and foster a long-term relationship that can lead to repeat bookings.
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How it works
Hosts typically schedule post-stay messages to be sent automatically within 24 to 48 hours after the guest's check-out time. The message should be personalized with the guest's name and details of their stay.
It begins by thanking them for choosing the property. The core of the message is a polite request for a review on the original booking platform or the host's direct booking website, often including a direct link to simplify the process.
Some messages also offer an incentive, like a discount on a future stay, to encourage loyalty and direct bookings. Property management software, such as Lodgify, often includes features to automate and customize these messages as part of a larger communication workflow.
Why it matters
Post-stay messages are vital for building and maintaining a strong online reputation. Positive reviews are a powerful form of social proof that directly influences new travelers' booking decisions.
These messages also open a channel for private feedback, allowing hosts to identify and address areas for improvement before they result in a negative public review. Furthermore, by making guests feel valued even after their stay, hosts increase the likelihood of securing repeat business and positive word-of-mouth referrals.
Examples
- An owner of a beach house automates an email sent 24 hours after check-out, thanking a family for their stay and providing a direct link to leave a review on Vrbo.
- A property manager sends an SMS message one day after departure, asking for private feedback on the stay and offering a 10% discount code for a future booking at any of their city apartments.
- Following a couple's weekend getaway at a cabin, the host's system sends a message that includes a request for an Airbnb review and encourages them to share a favorite photo from the trip on Instagram with a specific hashtag.
- A host sends a personalized email thanking a business traveler for their week-long stay, asking for suggestions on how to better cater to workation guests, and directing them to the direct booking website to save on fees for their next trip.
Frequently asked questions
When is the best time to send a post-stay message?+
What are the essential elements of an effective post-stay message?+
Should I ask guests for a 5-star review?+
How can I automate sending post-stay messages?+
Related terms
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