Retaining Customers in 2-Star Hotels: Innovative Strategies and Tools

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What is customer loyalty for a 2-star hotel?

Customer loyalty in the hotel industry involves implementing actions to encourage guests to return and recommend your establishment.

For a 2-star hotel, this is achieved through a seamless customer experience, personalized services and targeted communication.  

2-star hotel guests look for value for money, a welcoming atmosphere, and simplicity. A good loyalty strategy helps to:

✅ Reduce reliance on OTAs (Booking, Expedia) and their commissions
✅ Stabilize your occupancy rate even during low season
✅ Build a community of loyal customers who recommend your establishment

Key figures

75%
Satisfied customers return to a hotel that offers fast and personalized service.
60%
Customers prefer to check in via a digital system before their arrival.
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Personalized and warm communication

SMS or WhatsApp to remind about bookings and say thank you

Automatically send messages via SMS or WhatsApp to confirm and remind your guests about their booking before their arrival. This personalized reminder reduces no-show risks and reassures your guests by showing them you are attentive to their stay. After their departure, a thank-you message can be sent to strengthen the relationship and leave a good impression. Using these direct and instant channels allows for effective, fast communication that is appreciated by most modern travelers.

Post-stay emails with a special offer for their return

After their stay, send a personalized email offering an exclusive deal or a special discount to encourage your guests to return. This type of initiative shows your appreciation and values loyalty, while also stimulating repeat bookings. The email can include personalized recommendations based on their previous stay, thereby creating a tailored and engaging customer experience.

Small gesture (water bottle, treat) for returning guests

Offer a small gesture upon arrival or during the stay of your regular guests, such as a bottle of water, a local treat, or a personalized gift. This simple yet significant gesture shows your appreciation and reinforces the feeling of being a valued customer. These thoughtful touches contribute to loyalty by creating a memorable experience and an emotional connection with your establishment.

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Simplified digital experience

Accelerated check-in/out via SMS or web link

GetWelcom simplifies your guests' arrival and departure with a fast check-in and check-out system accessible directly via SMS or a personalized web link. Before arrival, guests receive a secure link allowing them to complete their check-in in a few clicks, without needing to go to the reception. Similarly, for departure, a digital check-out facilitates room release without waiting or lengthy formalities. This accelerated process optimizes arrival and departure flows, reduces queues, and offers a smooth, modern experience, appreciated by busy or tech-savvy travelers.

Housekeeping or towel request service via messaging

To enhance comfort during their stay, GetWelcom allows your guests to make specific requests, such as extra housekeeping or fresh towels, directly via an integrated messaging system (SMS, WhatsApp, or app). This direct and instant communication simplifies service management, ensures a quick and personalized response, and boosts customer satisfaction by offering a simple and efficient on-demand service.

1-click reviews to boost your reputation

GetWelcom simplifies collecting customer reviews by offering a one-click rating system. At the end of their stay, your customers receive a message or email with a direct link to a simplified review page where they can quickly rate their experience and leave a comment. This process reduces friction in writing reviews, significantly increases the rate of positive feedback, and helps improve your online reputation on major platforms (Google, Tripadvisor, Booking…). A better reputation generates more trust and attracts more new customers.

If you'd like, I can also create a shorter version for a "sales pitch" or "social media."

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3 innovative and accessible strategies

1. "Low-cost" but effective loyalty program
  • Physical or digital loyalty card (1 free night after X stays)
  • Immediate benefits : free coffee, late check-out at a low price
  • Local partnerships (restaurants, taxis) to offer discounts
4. Local events and entertainment
  • Theme nights (quiz nights with drinks, regional product tasting)
  • Personalized advice on local tips and deals
  • Enhanced weekend breakfast to make a difference
5. Smart pricing for regulars
  • "Come Back and See Us" offer (-10% on your next direct booking)
  • "Monthly Night" Subscription for business travelers
  • "Regular Weekend" Package (discount after 2 bookings)

Operational time savings
“The simplicity of the solution and the excellent customer service are highly appreciated. GetWelcom allowed us to get information to customers quickly, saving time and reducing questions.”

Didier V
Hotel owner
El Consul Mao
Ease of use
“Very satisfied with the simplicity of your service, which has greatly reduced customer questions and contributed to increased customer satisfaction. GetWelcom has allowed us to improve our efficiency and better meet the needs of our customers.”
Agnes C
Hotel owner
Le Christiana Hotel
Operational time savings
“GetWelcom is a major asset in our search for customer satisfaction. Its features have allowed us to save time and reduce customer questions. It is a complete, simple and effective web application.”
Philippe T
Hotel manager
Amaudo Hotel
Customer welcome
“I recommend GetWelcom to any hotel looking for a practical and effective solution to improve customer service.”
Mirfat F
Reception manager assistant
Ibis Styles Paris Cadet Lafayette
Operational time savings
“Several of our hotels are equipped by GetWelcom. We chose this solution for its ease of use. Thanks to GetWelcom, I have seen a reduction in recurring questions, allowing us to focus on specific requests. Congratulations to the entire GetWelcom team for their excellent work, speed and efficiency! ”
Sarah B
Process & Technology Manager
VALMAVI FRANCE
Operational time savings
“What I appreciate with GetWelcom is the time savings for my teams, which means reducing recurring questions from customers since the implementation. A big thank you for the ease of use of the platform as well as the efficiency and responsiveness of its team!”
Angela S
Hotel manager
Ibis Budget Thonon-les-Bains
Enhanced customer experience
“GetWelcom has improved our operational efficiency by saving our team valuable time. Its intuitive interface, both from a customer and hotel point of view, make it an ideal choice to improve the customer experience.”
Massiva M -
Hotel manager
Beausejour Hotel
Customer service
“I am very satisfied with the speed with which the professionalism of customer service has been implemented. It is a step forward towards a more modern and responsible hotel industry!”
Sophie L
Hotel manager
Hotel Aux Tauzins
Operational time savings
“The simplicity of the solution and the excellent customer service are highly appreciated. GetWelcom allowed us to get information to customers quickly, saving time and reducing questions.”
Didier V
Hotel owner
El Consul Mao Boutique Hotel
Ease of use
“We were impressed by the speed of implementation and the simplicity of the app. Its colorful interface adds a touch of conviviality, and the team behind this solution was very friendly and available.”
Melanie E
Head of reception
Hotel Parc du Landreau
Ease of use
“The GetWelcom digital welcome booklet is easy to use and easy to set up. This solution has proven to be a valuable asset for our hotel, facilitating our daily operations in an efficient manner.”
Hervé L
Executive assistant
Mercure Rennes Centre Gare Hotel
Enhanced customer experience
“GetWelcom allows us to modernize our processes while offering an improved customer experience. I am very satisfied with the customer team and the speed of setting up the platform as well as the ease of use for the customer.”
David V
Hotel manager
Villa Deslile Hotel & SPA
Ease of use
“Since using GetWelcom, I am delighted to see how the digital welcome booklet is really practical and easy to use. This has significantly simplified our internal processes and saved valuable time for the entire team.”
Michael P
Digital manager
Magna Arbor Paris
Additional sales
“GetWelcom was able to adapt to our expectations, to offer a personalized and simple platform. for use by customers. The back office is intuitive and allows us to easily manage customer orders. ”
Anis R
Hotel manager
TimHotel Group
Additional sales
“The use of GetWelcom has led to an increase in additional sales, which is really significant.”
Julie R
Communication & marketing director
Tourist group
Expéricence client améliorée
“Je recommande GetWelcom à tout établissement cherchant à améliorer l' expérience de ses clients. L’interface est personnalisée, intuitive et conviviale. Je tiens également à souligner la réactivité du support client, en cas de questions ou de besoins supplémentaires, leur équipe s'est toujours montrée disponible, offrant des solutions rapides et efficaces.”
Adeline P
Coordinatrice commerciale & marketing
Radisson Blu Paris Marne-la-Vallée
Customer service
“I am impressed by the responsiveness and dynamism of the customer service. Their professionalism and their attentive listening really made the difference in our collaboration.”
Veronique B
Hotel owner
Le Saint-Pierre Hotel
Enhanced customer experience
“In a nutshell: practical. That is how I would describe my experience with GetWelcom. Customer service is a source of proposals allowing us to improve the customer experience. ”
Stefany J
Head of reception
Amaudo Hotel
Telephony
“What I particularly like about GetWelcom is telephony, this feature allows us to stay connected with our customers and to respond to their needs effectively, whether in the hotel or outside. ”
Stevens D
Head of reception
Edouard VI Hotel
Telephony
“I like the GetWelcom platform because it allows phones to be removed from the room while simplifying our communication with customers.”
Jean Francois M
Hotel owner
Maison Cabotte Hotel
Expéricence client améliorée
“GetWelcom améliore significativement l'expérience client grâce à sa facilité d'utilisation. Cela nous permet de nous focaliser sur ce qui est primordial : fournir un service de qualité à nos clients.”
Cyrian G
Directeur Marketing
Hôtel Opéra Liège
Enhanced customer experience
“GetWelcom is very simple, which makes it very easy to use for customers and for the team. Integrating your QR codes is a real plus for tourists, and it really improves their experience.”
Franck B
Hotel manager
Astrid Hotel
Ease of use
“The GetWelcom room directory is both simple and extremely effective. Its ease of use allows us to manage our daily tasks in a fluid and productive way.”
Dominique M
Hotel owner
Harlay Hotel
Enhanced customer experience
“The GetWelcom application is a real concentrate of all the most important hotel information! In addition, the possibility for customers to book breakfast or room service directly via the application is a real advantage that improves their experience.”
Lea T
Marketing manager
Hotel Dadou Paris & Hotel Acanthe
Additional sales
“By digitizing our welcome booklet, we also digitized order taking: we saw an increase in our additional sales. I recommend GetWelcom for the ease of use of the back office and above all, the fact that we no longer have to use paper, it is a huge advantage for our establishment and for the environment!”
Wesley J
Operations manager
Hotel Villa Saxe Eiffel
Customer service
“The GetWelcom team is a dynamic team. I highly recommend their services!”
Carole A
Hotel manager
Hotel de Suède
Additional sales
“GetWelcom has truly improved the experience of our customers by automating communications and promoting additional sales. The team is always attentive and responsive to our requests. I would highly recommend GetWel.com to any establishment looking to improve their service. customer and to optimize its additional sales.”
Ronan P
Operations manager
Rayz Hotel
Telephony
“I chose GetWelcome because it allows you to do away with telephones in the rooms. GetWelcom also facilitated the transmission of important information to our customers!”
Laurence K
Hotel manager
Le Rohan Pontivy Hotel
Additional sales
“I chose the GetWelcom solution because it is simple, intuitive and operational. It was reassuring. Feed it with data and thus meet the customer's information needs is easy. This is a great modern way to better communicate our services and benefits to our customers! I am improving the quality; and our additional sales are increasing.”
Mathieu B
Room Division Manager
Ibis & Mercure Antibes Sophia Antipolis Hotels
Facilité d’utilisation
"Quand je me suis tourné vers la plateforme GetWelcom, c’est sa facilité d’utilisation qui m’a d’abord frappé et qui a orienté mon choix. Puis, l’expérience a montré combien ce Room Directory simple et efficace facilitait le travail de la réception. Il y a moins de questions répétitives. Le client trouve tout seul ses réponses et facilement. L’Appli est simple et elle simplifie le quotidien.”
Kyllian F
Chef de Réception
Golden Tulip Martigues Provence
Operational time savings
“I wanted to improve the dissemination of information to my customers. And I discovered the GetWelcom App: a simple, practical and essential Room Directory for distributing hotel information to customers. I had no trouble setting it up. Even changing the information is easy. Customers are better informed; they are happy and so are we.”
Arnaud G
Hotel owner
Leprince Hotel & SPA
Additional sales
“Even though my first objective was to make more additional sales, the prospect of removing the paper Guest Book from the rooms for a dematerialized Guest Book determined my choice. With GetWelcom, there are fewer informative calls about hotel services. I really appreciate it. Everything is in place now to develop additional sales.”
Julie G
Hotel manager
Le Lapin Blanc Hotel
Ease of use
“I really wanted to dematerialize my services. And I found a reliable, responsive, suitable and not too expensive product. I appreciate ALL the functionalities of this digital application that dematerializes the service”
Cyril S
Hotel owner
Kyriad Le Bourget Hotel
Additional sales
“With GetWelcom, I finally found the supplier that was right for me and an application that was intuitive, reliable and easy to use. Thanks to their digital Room Directory, not only did we eliminate minibar thefts but what's more, we increased communication and additional sales.”
Dominique M
Hotel manager
Harlay Hotel
Additional sales
“Thanks to its application, I was able to increase my turnover easily, and without requiring too much time from my receptionists. I appreciate how easy it has become to sell extras and communicate with the customer.”
Eva P -
Hotel owner
The Rayz Vendôme

Affordable tools that make a difference

🛠 Management software to automate emails and SMS
🛠 Digital check-in solution  without heavy investment
🛠Customer review generator (e.g., TrustYou) to improve your reputation

Why is a CRM essential?

A CRM like GetWelcom allows you to:  

- Segment your customer base (business travelers, families, etc.).  

- Send targeted offers (emails/SMS).  

- Track stay history for personalized service. 

Compliance GDPR and security  

- Secure storage of customer data.  

- Automatic generation of guest registration forms.  

- Compliance with hotel standards. 

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Discover how GetWelcom can enhance the customer experience in your 2-star hotel while adhering to compliance standards and optimizing your guest reception.

Discover GetWelcom and boost your customer retention rate now!

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