Hotel guests or day guests: why track where your spa clients come from

Who keeps your spa busy? Hotel guests, local residents, guests from another property in the group? Without a reliable answer, you cannot shape your offer, opening hours or marketing well. Yet the client source is often the most poorly filled field in the client file.

By the SpaPlanner teamPublished on 2 min read

Three sources, three logics

  • Hotel guests come during their stay, often at the last minute, and charge treatments to their room.
  • Outside clients book ahead, come back if they are happy and form the spa’s loyal clientele.
  • Guests from another property in the group connect several hotels and deserve to be recognised everywhere.

These clients do not book at the same times, nor the same treatments, and do not respond to the same offers. Mixing them in your reports means flying blind.

Why the source is so often missing

In much software, the source is an optional field, or a free list everyone fills in their own way. At reception, between two arrivals, it gets skipped. The result: “unknown” records that skew every figure.

What the source helps you decide

  1. Opening and team hours: if outside clients mostly come on Saturday mornings, strengthen that slot.
  2. Offers: weekday packages for outside clients, short treatments for hotel guests with a busy schedule.
  3. Marketing: promote the spa when guests book their stay, or to the local clientele.
  4. Capture rate: the share of hotel guests who use the spa, a key figure for management. See the 8 KPIs to track.

Group guests: one record for every property

In a hotel group, a loyal guest may visit the spa of several properties. With a different record in each, their preferences and contraindications are lost from one hotel to the next. A client record shared across the group, linked to every property visited, lets each spa recognise them while counting their visits in the right spa’s reports.

What about records imported from the old software?

When switching software, old records often arrive without a source. Rather than blocking the import, flag them as “to complete”: the team fills in the source on the client’s next visit, and the file becomes reliable over the weeks.

In short

The source is the most valuable piece of information in your client file: mandatory, filled in automatically when possible, and shared across the group. In SpaPlanner, it shows on every record and on the dashboard’s breakdown bar. Discover client records.

See SpaPlanner on your own spa

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