As more and more travelers seek online reviews prior to booking a trip, it is imperative for hoteliers to know exactly what people are saying about their hotel online.
The bottom line is that online reviews are popular and people seek other travelers’ opinions and experiences before they make a purchasing decision. Instead of looking at reviews with horror, these sites should be taken as opportunities to improve your hotel’s branding.
Since the internet allows you to see guest feedback almost immediately, it makes it easy for hotels to learn about guest experiences, address any problems, and solve them immediately.
The Internet’s instant delivery of information can help hotels improve their guests perception and bottom line revenue.
Many review sites allow hotels to respond to guest reviews. This is important as it gives the hotelier the opportunity to share their side of the story or provide a solution to the problem.
However, a manager’s response must be carefully thought out as an inappropriate response can drive guests away. Below are some practical steps to help respond to guest reviews.
Tips for Replying:
Both Trip Advisor and Yelp provide additional guidelines on how to respond to reviews.
Remember, guest feedback is always a good thing. Most unhappy customers turn to your competition, never to be heard from again. The ones that take the time to let you know about their experience while staying at your property often times can be won back with a genuine response directly from the hotel.
Online guest reviews should never be ignored. Hotels should embrace the fact that it is a Social Media world and people will talk about anything and everything. The best thing a hotel can do to improve its online reputation is to monitor what their guests are saying, and interact.
Contact us at +1 408-200-2211 or email us at sales@milestoneinternet.com.
Next, we recommend you read Hotel Strategies to Increase Traffic and Revenue.
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Contributed by: Tammie Carlisle, Regional Business Development Manager (West Coast), Milestone Internet Marketing, Inc.
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