Your Guests Loved Their Stay. So Why Don't They Come Back? cover art

Your Guests Loved Their Stay. So Why Don't They Come Back?

Your Guests Loved Their Stay. So Why Don't They Come Back?

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Guest loyalty in hospitality breaks down when operators rely on third-party booking platforms and treat checkout as the end of the guest journey. Michelle Pascoe, Certified Speaking Professional and hospitality training expert with over 30 years' experience, explores how hospitality operators can own the guest relationship, reduce platform dependency, and build the direct connections that turn one-time guests into loyal repeat customers. Are your guests leaving happy and never coming back -- and you don't even know why? In this episode, Michelle sits down with Carlos Castillo, founder of DirectBookMe, to examine the service gap that opens after checkout and what smart operators are doing to close it. Guest loyalty in hospitality is built or lost after checkout. When operators hand the guest relationship to an OTA or third-party platform, the guest remembers where they booked -- not where they stayed. The data to fix this already exists inside most hospitality businesses. It simply isn't being used. Michelle and Carlos discuss why the post-checkout gap is where loyalty disappears and how to close it with direct, intentional systems. Key Takeaways Why third-party booking platforms own the guest relationship -- and what operators must do to take it back. How checkout is the beginning of long-term loyalty, not the end of the transaction. Why existing guest data is worth gold and how to use it to drive repeat bookings through personal connection. How a shift in team mindset from delivering a stay to starting a relationship changes the entire guest experience. How hospitality operators can start building direct booking infrastructure without overhauling their entire business. Next Steps Subscribe to The Michelle Pascoe Hospitality Podcast on YouTube, Apple Podcasts, and Spotify: https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast Join Michelle's newsletter for leadership, culture, and service excellence: https://www.michellepascoe.com/blog Book customer service workshops and middle management programs tailored to clubs, hotels, and hospitality venues: https://www.michellepascoe.com/traininganddevelopmentprograms About Michelle Michelle Pascoe helps hospitality leaders build multigenerational teams, lift service standards, and embed values-led culture. A Certified Speaking Professional with over 30 years in the hospitality industry, Michelle delivers bespoke keynotes, workshops, and leadership programs for clubs, hotels, and hospitality venues across Australia and internationally. Book customer service workshops and middle management programs: https://www.michellepascoe.com/traininganddevelopmentprograms About Carlos Carlos Castillo is the founder of DirectBookMe, a platform helping hospitality operators increase direct bookings, build stronger guest relationships, and move beyond third-party platform dependency. Based in Arizona, Carlos works with property owners and operators globally to create repeat, direct business. Website: www.directbookme.co | Email: carlos@directbookme.co
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