The cheapest booking a Bali business can get is usually from someone who has already stayed, eaten, or booked with them before. Winning repeat guests comes down to three habits: collecting contact details with permission, following up with useful and personal messages after the visit, and showing past guests relevant offers through email, WhatsApp, and customer-list retargeting.
Many Bali businesses spend most of their marketing budget finding new customers and almost nothing staying in touch with happy past guests. Yet travelers often return to Bali, residents eat out every week, and satisfied guests recommend places to friends.
Step 1: Collect contacts the right way
You cannot follow up with guests you cannot reach.
- Direct bookings: collect email and WhatsApp at booking, with a clear opt-in for future offers
- Restaurants and spas: offer a small reward for joining a WhatsApp list or loyalty program
- Wi-Fi login or QR code: an easy way to collect opt-ins on site
- OTA guests: OTAs limit contact data, so invite guests to follow you or join your list during their stay
Always ask permission and make it easy to opt out. Respecting privacy builds trust and keeps you within data protection rules.
Step 2: Follow up after the visit
The days after a visit are when goodwill is highest.
- Thank-you message within a day or two
- Review request with a direct link to Google or TripAdvisor
- A small return incentive, such as a direct-booking rate for their next stay or a drink on their next visit
Keep it short, personal, and in the guest’s language.
Step 3: Stay in touch without spamming
Email works well for villas, hotels, and retreats where guests plan ahead. A few emails a year with seasonal offers, new experiences, or local news keeps you in mind.
WhatsApp broadcast lists work well for restaurants, spas, and activities with local or long-stay customers. Use them for events, new menus, or weekday specials. Send sparingly: too many messages lead to blocks.
Content to send:
- Early access to peak-season dates
- Anniversary or birthday offers for couples and families
- New villa rooms, menus, or treatments
- Local events they might enjoy
Step 4: Retarget past guests with ads
Upload your opted-in customer list to Meta or Google as a custom audience. You can then:
- Show past guests ads for return-visit offers
- Exclude recent guests from prospecting ads to save budget
- Use past guests as a source for lookalike audiences to find similar new customers
Read also: Lookalike Audience Meta Ads: Cara Menemukan Pelanggan Baru yang Mirip Pelanggan Terbaik Anda
For more on retargeting, see retargeting ads for Bali businesses.
Read also: Retargeting Ads for Bali Businesses: Turning Browsers into Bookings
Step 5: Reward referrals
Happy guests often travel with friends or recommend places in group chats. A simple referral offer, like a discount or perk for both the guest and the friend, turns that word of mouth into trackable bookings.
Measuring retention
Track the share of bookings from returning guests and the revenue they bring. Because repeat guests cost little to win back, they can noticeably improve overall marketing return. Our Indonesian guide on measuring ad ROI explains how to factor customer lifetime value into decisions.
Read also: Cara Mengukur ROI Iklan Digital untuk Bisnis di Bali
FAQ: Winning Repeat Guests in Bali
How often should I email past guests?
A few times a year for villas and hotels; more often is fine for restaurants and spas if the content is useful.
Can I message OTA guests directly for future bookings?
Check the OTA’s terms. Collect contacts with permission during the stay instead.
Is WhatsApp broadcast allowed?
Yes, to people who saved your number and agreed to receive messages. Follow WhatsApp’s business policies.
What is a good return incentive?
Something valuable but low-cost to you: a better direct rate, a free upgrade when available, or a complimentary experience.
Turn more guests into regulars
Skipjack Digital is a performance marketing agency operating from Denpasar since 2020, running Meta Ads, Google Ads, and TikTok Ads for Bali businesses. We can help you set up customer-list retargeting and campaigns that bring past guests back.
