Written by
HotelMinder
in
Reputation Management Software Do you still have doubts about the importance of guest reviews?
Do you think reviews don't really influence travellers' decisions to book your property?
You are wrong! Please check TripAdvisor's newly released research:
Recognizing the power reviews have on a traveller's booking decision, let's embrace them and learn how to make the most out of it!
Where a hotel ranks on a review website or OTA can depend on a multitude of factors. Some of them are:
Responding to online reviews, both positive and negative, is now a crucial part of the hotel business. Reviews gauge how others feel about the services which you're providing, quite often before you've spoken yourself. Using positive reviews to help promote your good efforts is just as important as having the opportunity to answer negative reviews.
Putting processes and training in place to ensure guest reviews can be collected effectively is something to consider.
If a guest is happy at check out, remind them to write a review of their experience on their chosen site once home.
A word of caution though; several review sites have policies against guests engaging while still onsite and can register a review as fake if it originates from the hotel location. It might be best to wait until they are unpacked!
Don't let comment cards sit on a desk, follow them up and ask for online reviews. Another highly effective method is using guest satisfaction surveys. Don't be frightened off by potential low star reviews, it just makes the review site more realistic as it's not impossible to please everyone!
When having direct communication with former guests on social media, lean them towards review engagement sites.
With HotelMinder, instantly match with vetted, trusted hotel experts.
HotelMinder, it is about:
If your former guest has agreed to join your email database, it's a regular practice to send a 'thank you for your stay' email. Why not add in a review link there too! Setting up an automated email to be sent directly from your Property Management System 2 or 3 days after check out day is a great way to collect reviews.
When 83% of TripAdvisor users stated that they will 'usually' or 'always' reference reviews before deciding to book a hotel, you know that reviews are becoming crucial to your business!
Clearly influencing the decision to travel, it's essential that you become part of the conversation. In place of direct advertising, information and advice from other consumers is becoming more responsive.
As mentioned, where you rank with OTAs is partially down to your review score and this, in turn, can affect your pricing strategy.
For example, a hotel with a rating of 6.6 can't possibly compete with a hotel advertising the same price but with a higher review rating of 7.8.
In reality, people do consider other factors, such as location, quality of the image gallery and what facilities are included, but when you're rapidly scanning pages, you see the price and then the review rating!
Therefore, maintaining a good review score will ensure more profit!
The importance of online reviews really cannot be understated: it is the key to your hotel online reputation - a golden ticket to happier guests, more bookings and increased revenue!
The right management of your brand on review sites and OTAs will reassure potential guests and motivate them to book directly.
Try to respond to your reviews efficiently by following our 7 golden rules for responding to hotel guests reviews.
It will cost you far less than any advertising campaign and strengthen your brand reputation for the long haul.
We help busy hoteliers find, setup and run the right applications and services to manage business according to their needs, budget, technical and human resources requirements.
HotelMinder brings value to hoteliers through a Knowledge Hub, a Technology Marketplace and one-to-one hotel management consulting services. We also offer an exclusive network of hospitality industry experts, which connects hoteliers with vetted professionals who can offer clear, actionable solutions to address their most pressing operational problems.
With our 50+ years of combined expertise, HotelMinder’s services provide hoteliers with actionable solutions to critical business challenges, while establishing a relationship based on trust, engagement and mutual benefit. We help hotels meet and exceed their business goals through an in-depth analysis of consumer insights, business requirements and opportunities.
If you are a hotelier who needs support, information or advice, sign-up for a free membership.
If you are a hospitality industry expert who wants to help hoteliers achieve their business goals, join our experts network for free.
Your trust is our top priority. Whether you're choosing technology or connecting with an expert, we're committed to transparency. Here’s how we ensure you get unbiased, reliable guidance. Learn more about our promise.
Browse Knowledge Hub
Check out the latest insights, news and articles from the HotelMinder team, industry leading technology vendors and hospitality consultants.
Discover what a Hotel CRS (Central Reservation System) is, how it integrates with your PMS, channel manager, and booking engine and the key benefits it brings to hotel operations, revenue and guest experience.
Learn Generative Engine Optimization (GEO) to boost your hotel's visibility on AI platforms like ChatGPT. Our guide covers websites, reviews, and OTAs. Get seen.
Discover essential AIO and SEO tips to optimize hotel websites for AI-driven search. Boost visibility and direct bookings with conversational content and technical strategies.
Comprehensive guide to hotel room categories and classifications. Understand the differences between standard, deluxe, and suite rooms for better booking decisions and revenue management.
Discover more insightful articles in our Knowledge Hub and Partners Hub.
Sign up for expert insights, exclusive offers, and real solutions made for hoteliers like you.
