10 years ago, travel shoppers were not flocking to review sites before booking hotels. But now it’s a given that prospective guests conduct their fair share of research before booking.
Careful management of online guest reviews will go a long way to maintaining a positive online reputation and securing both return and new business to increase your revenue.
Just how important are reviews? Check out these stats from TripAdvisor:
- 96% consider reviews important when researching a hotel
- 79% will read between 6 and 12 reviews before making a purchase decision
- 88% of travelers filter out hotels with an average star rating below three
- 85% agree that a thoughtful response to a review will improve their impression of the hotel
How To Get Reviews From Your Guests
So you know it’s important to have reviews of your hotel online, but are you sure of when and how to ask for guests to write a review?
First and foremost, it’s important to be aware of the experience your hotel guest had at your property before asking for a review. If the guest has had a fantastic, trouble-free stay then, by all means, feel free to go right ahead. Here are a few options for when to ask guests for a review:
During the check-out process
This is a great time to ask since positive memories from their stay are still fresh. Your staff can ask if the guest had a good experience at your hotel. If they did, let them know how much you appreciate their thoughts on a review site of their choice.
In follow-up emails
Hotels often send an email after guests check out to thank them for their stay. Consider placing a link to review sites within this message. Or for business travelers, email them the invoice and include a link to review the hotel.
In response to comment cards
If someone leaves positive feedback on a comment card, don’t let the feedback stay on paper! Contact the guest by email or telephone and request that they consider sharing their thoughts online.
