Preguntas frecuentes
How do I email monthly and seasonal renters differently from weekend visitors?
Create separate segments based on reservation length. Short-stay guests (weekends) get quick welcome emails, check-in reminders, and fast checkout follow-ups. Monthly renters need emails spaced out through their stay: welcome email, week 2 amenity highlights, mid-stay billing reminder, and pre-checkout survey. Seasonal guests get minimal emails but more personalized welcome back messages when they return in their preferred season.
What should I email guests about during a long month-long stay?
Week 1: Welcome and orientation to amenities. Week 2: Highlight activities or amenities they haven't used yet. Week 3: Billing confirmation and any policy reminders. Week 4: Satisfaction check-in and early exit contact (in case they're leaving before the reservation end). Spread emails out so guests don't feel bombarded, but keep engagement high enough that they remember positive experiences to share with friends.
How can I use email to get long-term renters to book future stays?
Send them renewal or next-season rate information 60 days before their reservation ends. Include a special rate or loyalty discount (10-15% off) for booking their next stay before checkout. For seasonal renters, reach out 3-4 months before their usual season with early-bird rates. Create a VIP email segment for guests who've stayed 3+ times to offer them exclusive pricing and site choices.
Should I email guests about facility maintenance or closures?
Yes, but strategically. If a major amenity (pool, fitness center, laundry) is closing for maintenance, email guests immediately with dates and alternative options. Keep the tone apologetic and helpful. Don't just send complaints; offer solutions like shuttle to nearby facilities or rate credits. For minor maintenance, only email if it impacts the guest experience directly, not every small repair.
How do I handle billing reminders without annoying monthly renters?
Send one clear, friendly billing reminder email 5 days before payment is due. Include payment instructions, the exact amount due, and accepted payment methods. If payment is late, send one polite follow-up. Keep the tone businesslike but friendly, not aggressive. Many parks find that pre-billing communication (announcing when payment will be due) is more effective than multiple reminder emails.
What can I do to reduce cancellations with email?
Send a confirmation email right after booking with excitement-building language about their upcoming stay. Include weather forecasts, local events happening during their dates, and amenities they booked (hookup info, pet policies, etc.). For long stays, send a mid-way engagement email. Consider sending retention emails if you notice cancellation patterns: if guests book but cancel within 7 days, add a redemption offer email with a discount to keep them.