Every shortlet operator knows the hustle of finding new guests — posting on social media, paying for ads, refreshing your Airbnb listing, and responding to endless enquiries on WhatsApp. But here is a statistic that should change how you think about your business: it costs roughly five times more to acquire a new guest than to retain an existing one. If the guest who stayed last month comes back next quarter, that is revenue you earned with almost zero marketing cost.
The Check-In Experience Sets the Tone
Your guest's impression of your shortlet is formed within the first ten minutes. A smooth, stress-free check-in tells them they are in professional hands. Have the apartment spotlessly clean, well-aired, and ready before they arrive. If possible, greet them personally or have a reliable caretaker do so. Provide clear instructions for accessing the building, using appliances, and connecting to WiFi. A welcome message — even a simple printed card — personalises the experience.
Communication Must Be Prompt and Professional
When a guest sends you a message — whether it is about the hot water not working, a request for extra towels, or a question about nearby restaurants — respond within minutes, not hours. Fast communication signals that you care about their comfort. Most negative reviews on shortlet platforms are not about the apartment itself; they are about the host being unresponsive or dismissive. You do not need to be available 24/7 personally, but you need a system that ensures every guest message gets a timely reply.
Surprise Them With Small Gestures
You do not need grand gestures — small, thoughtful touches go a long way. Leave a welcome pack with bottled water, a few snacks, and a handwritten note. If you know they are celebrating a birthday or anniversary, a simple card or a small cake makes the experience unforgettable. These things cost you between N2,000 and N5,000 but can generate a review that brings you ten future bookings.
Follow Up After Check-Out
Most shortlet operators go silent once the guest leaves. That is a missed opportunity. Send a thank-you message within 24 hours of checkout. Ask if everything was satisfactory. Then, politely request a review. A few weeks later, send them a message with a discount code for their next stay — something like 'We miss having you! Enjoy 10% off your next booking with code RETURN10'. This keeps your property top of mind when they need accommodation again.
Build a Direct Booking Channel
If your guests can only book through Airbnb, you are paying 15 to 20 percent in platform fees every time they return. Set up your own booking website where returning guests can book directly. With StayRanger, you get a professional booking page with payment integration, so your repeat guests can book and pay in seconds — and you keep the full amount. Offer a small discount for direct bookings to incentivise guests to book through your site rather than third-party platforms.
The shortlet operators who build sustainable businesses are not the ones constantly chasing new guests. They are the ones who treat every guest so well that coming back feels like the obvious choice.
