How to grow number of returning guests using a PMS?

Тhe days when guests’ positive reviews were built only on amenities are over!

Reality is now different targeting new and demanding audience – the passionate millennials.

Thus, property business needs to adapt to “having it their way” from attitude to travel, looking for booking options, staying in certain locations or their review scores.

Article published in Forbes in 2015, notes that the generation, born from 1981 to 1997, numbers 80 million and that they spend an annual $600 billion. By 2020, they could account for $1.4 trillion in spending or 30% of total retail sales.

Rules of the game for PMC’s have changed with these new guests, who basically also live online.

Hence, if your listings are not there, backed up with nice photos and quick response rates,  then you don’t exist and you’ll never be noticed.


So why do you need a PMS to increase the number of returning guests?

It can get your entire vacation rental business 100% online and upscale visibility

The right PMS enables all business and operations, including customer support and retention to step into the online space. There’s no physical dimension that can offer PM professionals to get all listings from various rental platforms and their calendars in a single dashboard.

It is really fast in dealing with your daily operations

For a PM, who mostly fills his day with answering booking inquiries, this might feel really handy. Watch this work for you when the timing gets crucial and listings get really busy. You will not only notice a difference but make it a tangible one!

It can help you maintain that extra personal touch in communication

Be proactive in asking for your guests’ feedback and find out what they liked or didn’t like during their stay. Assist immediately when some young couple had a change in flight or need of early check-in. Improve your service based on their feedback and make sure you ask for it! Never leave without expressing your gratitude with a nice “Thank you” message.

A good PMS will definitely offer a viable solution, ranging from answering machine feature, saved replies, message triggers, or customizable templates.

It gives you plenty of options to make communication sustainable

A PMS platform will help you out immensely in enhancing the number of returning guests by sending out special offers or discount offers to your most devoted and frequent guests. If you have a low season situation or perhaps a gap in occupancy for a top listing, you can quickly contact previous guests directly. Make them an offer they can’t refuse and create benefits for all parties.

Final Thoughts

If you want to secure your returning guests flow from millennials, you have to be equipped to strike back to their tech-savviness. Plan and organize all your listings and make sure calendars are sync accordingly, just as your abilities to be available 24/7. Invest in a PMS platform to help you deal with your guest’s constant online presence and be prepared for late night replies or emergency travel situations.

Learn to play their way and this will gain you the rest!

Check in Forms – modern solution to credit & ID card frauds

Presently, the impact of fraud in the single and multi-family rental industry is not only substantial but showing signs of expansion. This goes hand in hand with the fast growth of the vacation rental business enabled by the OTAs and the global reach they facilitate.

The argument is backed up with a recent study done in August 2018, commissioned by TransUnion and revealing there is a significant impact of frauds on property management companies. The study shows that every eight out of 10 property professionals have been affected by fraud, but due to the emerging nature of the problem they are not well equipped to manage the issue.

So what can be a potential remedy to this recurring issue?

Property managers who are facing fast growth are in need of better corresponding technology to flag any potential frauds from the first warning signs. As this is strategic to the success of any property management business, the facilitation of suitable online tools addressing it might be crucial to business sustainability.

And how specifically can it help you?

Having the ability to get ID/passport data and credit card details as soon as possible, especially in the timeline of an incoming reservation, also allows you to secure better your property from the potentially detrimental consequences of having tenants with shady intentions staying at your property.

You can secure the successful booking for each of your listing reservations, once you can receive instant credit card and ID card data and quickly verify its validity. And since this whole process is entirely mobile, there is almost seamless flow of data back to the PMS, without the need for extra conversations.

Check-in Wizard is the easiest way to make all the above possible in only a few steps. It is fully customizable and mobile and can be branded with your company’s logo.

If you’re curious to learn more on how Check-in form can benefit your specific listings just follow the link below:

How to setup efficient guest communication using a PMS?

Anticipate your guest needs, before they arrive with efficient guest communication and a little help from PMS automations.

“You had me at “Hello” is becoming the mandatory effect of guest communication for property managers. To achieve this, it doesn’t take that much of an effort, but rather a more insightful approach to the core essentials of communication.

What are the Essentials of Effective Communication? 

In any entity (academic, non-profit or even in a property management company) where active communication is involved, the mastering of several communication essentials is the key to its efficiency.


Fostering warm environment – Guests, especially newcomers, might initially feel uncomfortable communicating online. It’s up to a good host to be outgoing and positive and to encourage an informal, conversational style to break this ice. It is useful to address guests by name or by nicknames they provide and engage them in small talk to help them relate to you as a person.

Personal touch – Use any information you get from as early as the initial inquiry. If the guest says they’re going to Eiffel Tower on Monday, make a note to follow up and ask about it. This shows you’re listening – and that you care, and it will leave the guests with the impression that will turn in a positive review at the end of their stay.

Extra attention to any additional questions/issues – Showing that you’re human and not a robot in your guest communication will eventually take you ahead of the tough competition. If you reply fast to a bathroom situation and fix it first thing in the morning, you’ll show you’re ready to go the extra mile. And as far as Universe statistics show – what comes around, goes around, too!

24/7 availability – If you respond quickly to a nasty emergency situation where a guest is being locked outside the building at 2 a.m because someone glued their lockbox, you’ll inevitably earn their respect and most likely win him as a returning client. Nobody said it would be easy, but if you do it, it will be worth it.

How can PMS automation help you with these communication essentials?

As the property management business experiences the rapid effects of digital transformation, more and more professionals will need the help of PMS to automate their communication processes. Everyone offers automation of repetitive daily tasks, but few offer the flexibility and customization you might want to address the almighty communication essentials.

Fast and useful replies made possible – Supercharge your responsiveness to guest communications with saved replies conveniently stored within each Listing’s FAQ section. Do some of your FAQs apply to more than one listing?  No problem! You can assign FAQs to multiple Listings.


Keeping it personal – Keep the informal, conversational style and address guests by name, while you automate the process behind it and thus save time. Our Listing Management features allow you to create and store saved replies and access them directly from your Inbox! Make sure to follow up on guest communication especially when they share details like plans to go to the Eiffel Tower on Monday and ask how was it in just a few clicks as soon as you can.

Communicating tasks online, but offline too! – Our offline task management which works with Asana, allows you to call for maintenance or cleaning in no time directly from the chat box. Now you can easily assign any issues on-the-go and take the meaning of pleasant guest stay to another dimension. (add gif)

24/7 availability- We’ve seen thousands of reservations, so we know the questions guests ask the most. Complete our initial FAQ questionnaire, and let us handle the rest. With a dedicated team of former hospitality and property managers, expert communication is guaranteed!

To sum it all Up

All in all, establishing effective communication is an ongoing process, which needs constant attention and sometimes requires really fast and adequate reactions. It is an inseparable part of the daily hard knock life of property professionals and you might want to see it featured in your preferred PMS platform.