For hotels, guest feedback brings a world of possibilities, including the chance of using one’s reputation for marketing. What can be easier and more effective than attracting new guest through the positive experience of past ones? But impressions and opinions, no matter how great, don’t help much if they stay inside a guest’s mind or close circle – they need to be properly distributed and that is something that hoteliers can still work on.
First of all, if you are a hotelier, it’s important to acknowledge why a large number of guest reviews helps your hotel business. This is something that we have previously tackled into and it’s a relatively easy process: when receiving reviews in the online medium, your business gains more visibility. The more visible it is on search engines such as Google, the more chances you have of more guests seeing and checking out your hotel. Which ultimately translates into more chances of getting booked and gaining more revenue. Of course there are many ways to encourage a better visibility online and you can get more insights into this topic from blog post: The Importance of a Hotel’s Presence on Google and in our eBook: Branding Without The Brand Name: A Hotelier’s Guide to Building Brand Value.
After ensuring that you have a proper visibility online and you get bookings, it’s up to you to provide a satisfactory guest experience, while the traveler is on-site. Keep in mind though, that guest feedback is not limited to the post-stay phase of the journey. You can get valuable insights from your guests while they are enjoying their stay, by constantly checking in and providing them with means of expressing their opinions and requests, such as a direct messaging tool.
