5 ways to encourage repeat bookings for tours or activities

According to studies cited by the New York Post and Norwegian Cruise Line, up to 75% of travelers return to the same destination again and again. And when they do, they’re likely revisiting the experiences that made the trip unforgettable — that includes your tour.

Here’s why that matters: Returning customers are significantly more likely to book again, and they drive stronger ROI. In fact, repeat customers can account for 25–95% of increased profits (Graham Robertson, Beloved Brands).

If you’re not actively marketing to your returning customers, you’re missing a golden opportunity. These five proven strategies will help you turn one-time bookers into loyal fans — and boost your bottom line along the way.

1. Provide excellent customer service 

Capturing repeat business starts with providing an experience that customers will want to enjoy again and again. It’s not just about the tour or activity itself. 

A positive experience includes a simple booking process, great communication before and after the tour or activity, and a thoughtful follow-up after the experience requesting feedback. 

If a customer has a concern during or after their tour, how you handle it can determine whether you end up with a negative review or a happy repeat customer. Follow our tips for dealing with challenging customers to turn around a potentially difficult situation. 

Pro Tip: Remember to reply to reviews, good and bad, to show customers you value their opinion.

2. Create a personal relationship 

Who doesn’t love a bar where everyone knows your name? Even if you’re meeting dozens of customers a day, they all want to feel special. Do your best to remember names and any personal information they share. This becomes easier as you build a relationship with repeat customers. 

For example, if you have a SUP rental regular who has mentioned their family before, ask about them next time that person comes by for a rental. 

Use the information you gather about your customers to further personalize your offerings. 

For example, you can log whether a customer successfully solved your escape room on your Dashboard. If they couldn’t solve the puzzles, invite them back to try again at a discounted rate (perhaps with a quick hint or tip for solving the room!). 

Personalization is easier than ever with online platforms. Use personalized subject lines and greetings in any email communications so recipients will feel like you’re talking directly to them. 

3. Sign customers up for emails

Email is one of the easiest ways to keep in touch with customers after their first experience with your business. Give them the option to opt into your email list when booking a tour or activity, then get them started on a lifecycle email campaign that matches where they are in the customer journey. 

Consider sending past customers emails with special deals for returning customers only. Read more in our guide to choosing the right email marketing campaign. 

Pro tip: Set up automated lifecycle emails that trigger based on the customer’s booking date or tour type.

4. Connect on social media 

Social media makes it easy to stay top of mind for your customers. Encourage them to connect with you during the tour by asking them to tag you in their photos or offering to tag them in any photos or videos you capture during the experience. You can create further engagement with user-generated content campaigns and giveaways. 

Once you’ve gotten them to follow you on your social channels, keep them interested with high-quality content and promotions that could entice them to come back for another tour or activity. 

Pro tip: Don’t forget to foster the relationship by replying to comments and messages in a timely manner. 

5. Start a customer loyalty program 

Keep your customers coming back with a loyalty program that rewards their commitment to your business! Local customers or those who travel to your destination often are the best targets for this type of program. 

You could offer a rewards point system or punch card that gives them a free tour or activity after they’ve visited five times, for example. This works best for rentals and activities that can be enjoyed over and over, like axe throwing and escape rooms. 

FareHarbor’s membership feature offers tiered loyalty, multi-lesson passes, annual or seasonal memberships, and family memberships. Memberships can be customized to meet your unique needs.

Another way to incentivize return customers (and get new ones!) is to offer a referral bonus. For example, send existing customers a referral link or code to share with friends, and when one of their friends books with you, the existing customer gets a $20 discount on their next visit. 

Make loyalty your next big revenue driver

Reaching new customers is great, but retaining the ones you already impressed is even better. From thoughtful follow-ups to loyalty perks, there are countless ways to bring customers back through your door. 

And with tools like FareHarbor’s memberships, email automations, and personalized dashboards, it’s easier than ever to keep the connection going.

See how memberships can help grow your business and keep customers coming back — explore FareHarbor’s membership tools.