The accommodation market has never been more competitive so how does a hotel stand out and grab a guests attention? One way is their online reviews. In fact, 84% of people trust online reviews as much as a personal recommendation.
A few bad reviews can have massive implications on your business, leading potential guests to look elsewhere for their accommodation. A visible selection of positive reviews on the other hand reassure the guest that their making the right choice and increase conversion and revenue for your property.
When managing online reviews, just a few solid tactics can dramatically sharpen your strategy. Read our 8 top tips here and make online reputation management part of your revenue strategy today.
8 Tips to Managing Hotel Reviews
- Ensure Guests Have a Great Stay
Building a solid reputation online starts with the guest experience. Make sure you hire the right staff and provide continuous training to ensure that amazing service is always at the top of the agenda. Front line team members also need to know how to handle complaints and offer support to guests during their stay, so that each guest leaves the hotel in a good mood and with only positive anecdotes to share.
- Identify Common Complaints
Hotels that pay attention to their online reviews will often notice a trend in the complaints or problems highlighted by guests. It might be the breakfast buffet was too limited, or the rooms weren’t clean on arrival. Isolating these issues can help the hotel formulate a sound response to the reviews and action any changes needed to prevent future complaints. Why not set up a regular internal meeting with heads of department to discuss actions to be addressed from recent guest feedback.
- Reply to Online Reviews
Time is always an issue for a hotel manager or owner but it’s essential you find the time to respond to hotel reviews. TripAdvisor found that 65% of their users are more likely to book with a hotel that responds to reviews (versus a similar hotel that doesn’t), and 85% of their users say a good management response to a poor review improves their impression of a hotel.
