Make It Theirs: Using Guest Data to Tailor Experiences (Without Being Creepy)

In the world of short-term rentals, personalization means using data you already have such as party size, booking channel, past stays, and seasonality to remove friction and add thoughtful touches that feel human and personal. Done well, data helps you scale up the activities that make you a great host.

Start with the data you already own

You don’t need third-party profiles to personalize well. Your PMS and booking engine already hold plenty of context: number of adults and children, trip dates, return vs. first-time guest, property selected, lead time, and special notes. If you use a Wi-Fi portal like StayFi, you can also collect first-party emails from each guest in the party.

Segment with purpose

Create a few simple, actionable guest segments such as:

• Families with children under 12
• Couples on weekend getaways
• Remote workers on 7-plus-night stays
• Returning guests
• Drive-market vs. fly-market arrivals

Each group deserves a slightly different experience that you can deliver. Families might appreciate grocery delivery info or crib availability. Remote workers value Wi-Fi details, desk spots, and quiet hours. Returning guests respond to “we saved your favorites” messaging and a short note about what’s new.

Use AI to scale the personal touch

AI can help you create smart, segment-specific content. Provide the segment, property, and season, then ask it to draft a few pre-stay messages that include local recommendations and relevant amenities. Keep what resonates and build a library of reusable snippets. Over time, you’ll deliver personalized communication without creating custom emails for every stay.

Let guests personalize, too

Personalization is most powerful when it helps guests choose between curated options. A clean digital guide with search, short videos, and maps beats a PDF every time. If it connects to your PMS, guests can see arrival-specific info like door codes and parking spots safely. Add a simple “make it special” form so guests can request extra towels, a high chair, or late checkout before arrival.

Keep privacy and respect at the center

Transparency builds trust. Be clear with guests what data you collect and why. Keep it focused on improving their stay. Offer an easy opt-out and favor cohort insights (“guests like you love…”) over personal predictions. Respect earns repeat business.

Track what matters

Personalization only works when it’s measurable. Use guest and segment-level data to understand not just what guests do, but what they value. These metrics help operators see which touchpoints are resonating and where opportunities exist to refine pre-stay communication, in-stay service, and post-stay follow-up.

• Engagement with pre-stay content
  Track open and click-through rates on emails or texts that share trip details, property guides, or local recommendations. High engagement shows that guests are connecting with your brand before arrival, a strong indicator of satisfaction and repeat intent.
• Uptake on segment-specific upsells
  Monitor how different guest types respond to personalized offers such as family packages, pet add-ons, or late checkout. These insights help tailor promotions to each audience and reveal which experiences create both delight and incremental revenue.
• Service tickets per stay by segment
  Compare service requests across guest types to uncover where expectations may not be met. A drop in tickets for a specific group often means preemptive communication or better amenities are reducing friction.
• Review language mentioning “thoughtful,” “perfect for our trip,” or “had everything we needed”
  Analyze reviews to surface these phrases. They are proof that guests felt seen and understood, a clear indicator that your personalization efforts are working.

Together, these signals paint a fuller picture of how personalization impacts satisfaction, loyalty, and lifetime value. When you measure thoughtfully, you can scale what truly delights.

Personalization that feels human

Hospitality powered by smart data cuts through the generic to deliver the specific. When guests feel seen and cared for, they treat your property with the same respect and often return. Track gives you the trigger engine and data layer to make it happen without overloading your team. Start small, learn fast, and stay genuine.