What brings guests back?

Insights on customer loyalty in hospitality 

2025 report in collaboration with KAM 

Loyalty is vital for hospitality businesses – but what truly drives repeat visits? This 2025 report, based on insights from 500 consumers, reveals key loyalty drivers. 

Key insights: 

• Quality & value matter – 53% of guests return for great food and value, not just price 
• Convenience is key – Frequent guests travel just 3.95km vs. 8km for occasional visitors 
• Loyalty programs work – Nearly 50% of guests are in a loyalty program 
• Loyal guests spend more – Retaining customers is 5-10x cheaper than acquiring new ones, and they spend 67% more