Run a Report to see returning customers

[Tracie64]

Is there a way to run a report on airbnb to see your returning customers base?

[Elisa]

Hi @Tracie64 😊,

Thank you for asking this question here!

Have you been able to figure anything out in the meantime?

I’m tagging few experienced hosts to see what advice they might have for you: @Joan2709, @Shelley159 and @Guy991.

Thank you in advance everyone!

Warm regards 🌻,

[Shelley159 · Accepted solution]

Hi @Tracie64 

It used to be that when a repeat guest booked, you could see the entire previous message thread on the reservation. So your conversation could pick up where you left off, and it was clear that the guest was a returning customer.

Airbnb have since removed the previous message thread - each booking now starts without the conversation history. If you suspect someone is a repeat guest, you now have to manually look it up yourself, or the guest has to mention that they stayed before.

I assume it was probably done to increase the likelihood of repeat-visits staying on the Airbnb platform, as the host may not realise that they already have a history with this guest and feel comfortable going off-platform.

I'm fairly certain the answer to your question is no - I don't think you're going to find a report with details of returning customers somewhere.

[Guy991]

Hello @Shelley159,

I do think it makes sense that each reservation is treated as a separate stay, even when it is the same guest. The details can vary, such as the number of guests, so managing them individually is more practical.

@Elisa 

That said, I believe Airbnb should highlight exceptional moments, like when a guest chooses to return to a place they have already stayed. It says a lot about both the guest and the host.

When a guest returns, their reservation could be marked in a special way, perhaps with a different color, an emoji, or something creative, beautiful, and festive next to their name. Not only would this help the host recognize returning guests more easily, but it would also celebrate this meaningful milestone.

[Elisa]

Hi @Guy991 😊, 

Thank you for helping this host and for sharing this great idea with me!

I think the best next step is for you to fill out 👉 the Airbnb feedback form so our team can consider it.

Warm regards 🌻,