reputation

Concluding any guest conversation on a good note, whether on property or online, allows you the chance to mend the relationship

We look at the impact of ineffective maintenance prevention on hotel costs, guest satisfaction, future revenue and, ultimately, hotel profit

Here are a few ways to capitalize on incremental revenue with existing guests. Most of these tips can also increase guest satisfaction, boosting reputation

When guests research your hotel, they will look for several critical characteristics of your online reviews. You must be aware of these aspects

A smooth guest experience impacts how they feel about your hotel and services and how they engage with it in the future

Evaluate reviews objectively! Is there any truth behind it? It can be tempting to dismiss complaints or think people are unfair. Sometimes they are right

Guest feedback is a gift. As a hotelier, you can’t be everywhere at all times, so you rely on guests to share what they’re thinking, experiencing and feeling

It is important to ask guests for feedback, not only so you can publish great reviews but also see areas you might be lacking in, and then improve

Our customers have moved away from judging our product or deciding on where to stay based on star rating. We now have 3 very distinct customer types

Even though review volume in APAC is down, so did the management response rate slightly. However, APAC remains the top of the class in responding to reviews