Guest segmentation that runs itself
The hotel CRM sorts your guests by how much they spend and how often they visit, builds clear groups, and tells you what to do with each one. You just reach out by WhatsApp or email in one click.
What is guest segmentation?
Segmenting means splitting your guests into similar groups so you can treat each group differently. Writing to someone who visits every month is not the same as writing to someone who came once two years ago. The hotel CRM makes that split for you, with no manual lists.
You fill in nothing. The hotel CRM feeds itself from your reservations: every time a guest arrives, it updates how much they have spent and how long ago they came. From that it builds the groups and keeps them fresh, every day.
The best part: each group comes with a suggested action. It does not leave you with a pretty chart and nothing else. It tells you who to reward, who to win back, and who to leave alone, so your time goes to what actually drives bookings.
Your six guest groups
The hotel CRM places each guest in one of these groups on its own. Here is who each one is and what to do with them.
The ones who spend the most and visit most often
This is your most valuable group. They come often and spend well. Treat them like gold.
- Who they are: they spend a lot and visit often, with a very recent last stay.
- What to do: thank them by WhatsApp, give them an upgrade or a perk, and ask them to refer you.
The ones who always come back
They pick you again and again. They may not spend the most, but they are steady and they trust you.
- Who they are: they visit often, with a medium and recent spend.
- What to do: send them a return rate or a frequent-guest perk so they move up a level.
The ones who just met you
They came for the first time recently. You already made your first impression; now the goal is to make them want to come back.
- Who they are: recent first visit, no return history yet.
- What to do: welcome them by WhatsApp or email and give them a clear reason to book a second time.
The ones who used to come and now not so much
They were good guests, but it has been a while. They still remember you; this is the moment to act.
- Who they are: good history, but their last visit is drifting further away.
- What to do: reach out with a comeback offer before they cool off completely.
The ones you have not heard from in a long time
They stayed with you once, but a lot of time has passed. A last friendly attempt is worth it.
- Who they are: low or medium spend and no visits in a long time.
- What to do: send a “we miss you” campaign with a strong hook; if they do not answer, do not spend more energy there.
The ones who are close to coming back
They fall in the season or the window when they usually book with you. A timely nudge can close the sale.
- Who they are: a profile that tends to book at this time or with this pattern.
- What to do: get ahead with a timely message and a clear rate so they book with you, not someone else.
You do not split guests in a spreadsheet. The hotel CRM builds the groups on its own and keeps them fresh with every reservation.
A quick look: group and action
The hotel CRM has the action ready for each group. You just choose when to send it.
| Group | What to do | |
|---|---|---|
| Your best guests | Thank them, give an upgrade and ask for referrals | |
| Loyal guests | Offer a return rate or a frequent-guest perk | |
| New guests | Welcome them and invite a second visit | |
| Slipping away | Send a comeback offer before they cool off | |
| Hibernating | Try a “we miss you” message with a strong hook | |
| Due to book | Reach out early with a clear rate to close |
Frequently asked questions
Do I have to build the groups myself?
Where does the information come from?
What do I do with each group?
Can a guest change groups?
Do I need to know about data analysis?
Can I message a whole group at once?
Your next booking is already in your guest base
Start using the hotel CRM that turns your guests into customers who return.