Guest Loyalty Report

Guest Loyalty Report

Which guests keep coming back, which are worth the most, and which have quietly stopped booking. For a property where a large share of business is returning guests, this is the most actionable report on the list — it turns into a mailing list.

Three tabs narrow the view:

• All — every guest with a stay.
• Repeat Guests — guests who have stayed more than once. Your base.
• Win-back — previous guests with no future booking who have not visited in over 13 months. The 13-month window is deliberate: a guest who comes every summer is not lapsed at twelve months, but one who has missed a full season is worth a note.

Report Table

One row per guest:

• Guest and Company — names link to the guest page, where the same loyalty context appears alongside their reservation history.
• Stays and Nights — frequency and duration. Two guests with the same number of stays can be very different customers if one takes a week each time.
• Lifetime Value — everything they have spent with you.
• First Stay and Last Stay — how long they have been coming and when they were last here.
• Segment — which of the groups above they fall into.

Export CSV exports the filtered view, which is the point of the segments: export Win-back for a “we miss you” offer, or export Repeat Guests sorted by lifetime value for early access to next season’s dates.

For the same data as a trend over time rather than per guest, see the Return Rate report.