Reviews

Satisfaction surveys not only assess your guests’ overall experience, but play a crucial role in gathering valuable information to improve services

As necessary as responding to guest reviews is to a hotel and its business, it does take a significant amount of dedicated time that may not be available

Are you relying only on guest surveys and reviews, which we all know are skewed and biased? Or do you have leaders observe, score, and coach guest service?

Responding to and preventing a negative hotel review is complex and requires a combination of responsiveness, empathy, and proactive measures

While luxury hotels show promising trends in their online reputation, there is a clear indication guests are sensitive to the price of additional services

To improve your overall tripadvisor rating and ranking you need to look at improving all three of the popularity index factors

Customer feedback plays a crucial role in shaping business decisions, driving improvements, and building a strong reputation

This would not be a complete article on hotel review response if we did not mention the unfortunate results of ignoring your hotel reviews

We noticed that review volume growth is slower than other indicators, such as the number of international arrivals or hotel bookings

With poor guest experiences being a main driver of chargebacks, there’s a real risk of creating a vicious cycle that leads to poor reviews and reputation