3 Key Learnings from Online Hotel Reviews
nstead of trusting what hotels say about themselves on their website, travelers these days turn to online reviews in their hotel selection process and make their decisions based on them. It is common these days to hear answers to “Why did you stay at XX hotel?” with “Oh, it had a five star rating on TripAdvisor.”
Like it or not, you will get negative reviews from time to time, and the question is no longer whether to respond to them or not. It is more important how you respond to them, and what additional measures you will take to improve yourselves. Hotels that act on these constructive feedback will emerge winners in the long run.
Instead of harping on negative reviews, look at the bigger picture. There are three main learnings when it comes to your hotel’s online reviews.
It is an extremely helpful resource, not a burden.
Some business owners or managers see negative reviews online as a burden as it damages your hotel’s reputation. On the contrary, you can leverage on these honest feedback to constantly improve yourself, your business, and eventually your guest loyalty.
Writing a response to reviews has become the default, a necessity.
What’s more important and that which will bring more value is a commitment to fix issues, be it a hardware issue or service level issue. Keeping cleanliness levels, freshen up your hotel’s look from time to time, and upkeeping service standards are all roads to success. Train staff, retrain staff, or rehire if needed.
Consistency is key
Ensure that internal communications is clear and reach all levels of hotel staff and across departments.
More often than not, change only happens in certain departments due to unclear or inconsistent messaging. Get consistent messaging across departments to ensure consistently (good) service and synchronous message delivered to guests.
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