Hospitality · Loyalty

Lapsed Guest Win-back Campaign

Re-engage guests who haven't stayed in 12+ months with a relevant, non-generic offer.

Apps this needs

Inbound Email Let the agent read and answer email enquiries. Connect during setup
WhatsApp Business Send confirmations and let customers reply on WhatsApp. Connect during setup
Booking / PMS Property, listing or reservation system for availability & bookings. Connect during setup
CRM Salesforce, HubSpot or your local CRM for leads & contacts. Connect during setup

How it works

  1. Agent segments lapsed guests by historical stay pattern — business vs leisure, room type, spend.
  2. Sends a personalized win-back offer referencing their last stay type.
  3. Follows up once by voice for high-historical-value guests who don't respond.
  4. Removes responders from further messaging once re-booked.
  5. Tracks campaign ROI by segment in the CRM.

Data sources

PMS historical stay/spend data Segmentation rules CRM campaign tracking

What it targets

  • Lapsed guests re-engaged Target 12%