How do I collect guest details if bookings come through OTAs?

The OTA holds the details for bookings it takes, so the move is to convert guests to your direct channel over time — a great stay, a book-direct perk, and an easy direct link mean the next booking comes to you, with the details attached.

Do I need a loyalty programme?

No. For most independent hotels a genuine, remembered welcome and a simple returning-guest rate beat a formal points scheme. The relationship, not the mechanics, is what brings guests back.

How often should I contact past guests?

Lightly — a thank-you after the stay and an occasional seasonal or dates-are-open note. Enough to stay in mind, never so much that it reads as spam and gets you muted.

How to get repeat guests for your hotel

1. Capture the guest — own the relationship

An OTA keeps the guest's contact details; a direct booking gives them to you. Collect a name, email, and (ideally) a WhatsApp number with every booking, with consent to stay in touch. That contact list is the asset a repeat channel is built on — without it, every return trip starts back at the OTA.

2. Stay in light touch after the stay

A short thank-you after check-out, and an occasional seasonal note, keeps you in mind without becoming spam. The goal isn't a marketing machine — it's that when the guest thinks about coming back, your name and a direct way to book are already in their pocket. Something like this, sent the day after check-out:

Sample post-stay thank-you — WhatsApp or email

Hi Ana — thank you for staying with us this week, it was lovely having you. Whenever you're thinking about coming back, message us here or book at your-property.peakrooms.co — returning guests always get our best rate. Safe travels home! — Marco

3. Give returning guests a reason

Reward the loyalty you want: a returning-guest rate, a room upgrade when available, early access to peak dates, or a small welcome-back touch. It doesn't need to be a formal points programme — a genuine, remembered welcome is what turns a good stay into a habit.

4. Make rebooking one tap

The easier it is to come back, the more guests will. A direct link to your booking site, or a saved WhatsApp thread where a returning guest can simply ask for their dates, removes the friction that otherwise sends them back to the marketplace. On a PeakRooms site, a repeat guest is one message or one tap from their next stay.

5. Turn great stays into reviews and referrals

A guest who loved their stay is your best marketing. Ask for a review while the stay is fresh, and make it easy to recommend you to friends. Referrals and reviews bring new guests who already trust you — and who are far more likely to book direct.

Key takeaways

Capture each guest's details so you own the relationship, not the OTA.
Stay in light, genuine touch — a thank-you and the occasional note.
Give returning guests a real reason: a rate, a perk, early access.
Make rebooking one tap — a direct link or a WhatsApp message.
Repeat, direct guests are the highest-margin growth a hotel has.