New customers are important – but expensive
Many hotels invest thousands of euros per month in acquiring new customers:
- Google Ads
- OTA commissions
- Social media campaigns and much more.
Sure, reach counts.
But what happens to the guests who were already there?
In many cases – nothing.
Contact breaks off because there is no system to keep the relationship active between stays.
Studies show:
- The cost of acquiring a new customer is on average 5 to 7 times higher than the cost of retaining an existing customer.
- And: regular guests spend more. Not only when staying at the hotel – but also when voucher sales and additional services
- Or make recommendations to friends.
Regular guests: the underestimated goldmine
A good guest loyalty system turns a nice “We’ll definitely be back” sentence into a concrete return visit with added value. And the voucher under the Christmas tree turns into a customer relationship that lasts for years.
What regular guests are really worth:
- Up to 40 % higher shopping baskets with returning guests
- More cross-selling & upgrades through trust
- Higher booking frequency – especially in the low season
- Valuable source of recommendations through social sharing & word of mouth
More details in the whitepaper ⬇️
PDF Download: Whitepaper 10 success factors for a loyalty system
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More InformationFrom the field: How do hotels increase guest loyalty?
The Genießerhotel Gams has been running the “MyGams ” loyalty program since 2017 – with success:
90 % of in-house guests actively register for the club
63,000 registered members (as of 2024)
Exclusive benefits such as birthday vouchers, pyjama breakfast or upgrades
How to leverage the potential of your existing customers
With a digital loyalty system from incert, you can systematically build a long-term guest relationship – without any additional work for your team:
✅ Automatic loyalty benefits (e.g. for repeat bookings)
Integration into your existing PMS or CRM
✅ Segmentation by sales, stays or interests
✅ Birthday emails, reminders & exclusive offers
What else can our guest loyalty program do?
Conclusion: Hunt less. Bind more.
Your marketing strategy must not just revolve around reach. Those who do not offer loyal guests a stage today are tacitly leaving them to the competition.
Regular guests are not a matter of course.
But with the right system, they become ambassadors for your brand – online, offline and across generations.
Any questions?
Karin shows you’
Convinced?
Then start your loyalty system now