Hotel guests who rated their stay highly but have not rebooked
What the answer looks like
Illustrative output on sample data
Illustrative example: how Lexi answers this for a spa resort with 180 rooms. It matches post-stay survey scores to stays in the PMS over the past 18 months.
- Includes guests who rated their stay 9 or 10 out of 10.
- Excludes guests with a later stay or a future booking.
- Includes only guests with an email opt-in.
What the data shows
3,400 guests qualify. 1,100 stayed during a spa package and mentioned the treatments in their comments.
What it means
These guests already said what they loved. A message built around it is more likely to bring them back than a general offer.
What to do
Send spa package guests a return invitation featuring their favorite treatment, timed close to their original stay date.
Want me to push the 3,400 to Klaviyo, split by package?
Why it matters
A guest who loved their stay is one of the easiest to bring back, yet many never hear from the hotel again. Matching high ratings to booking history finds satisfied guests who have not returned, so a personal invitation can turn a good review into a repeat stay.
Frequently asked questions
How do hotels turn positive reviews into repeat stays?
Follow up with guests who rated their stay highly, using what they said they enjoyed. A personal invitation that mentions a favorite treatment, room or restaurant feels thoughtful, and timing it near their usual travel date catches them while planning.
Why do satisfied hotel guests not come back?
Often they are never invited. Satisfaction does not guarantee a return, especially for leisure trips that guests plan to vary. A timely, personal reminder keeps your property in mind when they next plan a break.
How soon after a stay should hotels ask guests to return?
Thank them within a few days, then send a return invitation closer to when they would plan their next trip, often several months later. For annual trips, contact them a couple of months before their usual travel date.