99 Guest Reviews – 99 Opportunities
As people use social media for expressing their opinions or for a source of information, it is important that hotels carefully monitor their online reputation. By responding to negative or positive guest reviews, the hotel is letting travelers know that they care about their guest’s feedback and are willing to make the necessary improvements to ensure their future guests do not experience the same thing.
Sometimes Good Intentions Go Bad
You’ve done everything possible to try to turn your guests experience around and they still write a bad review, what do you do? By responding back to your guests it allows you to share your perspective and to guide what is being said about your hotel. For example, if a guest should claim that they found a bed bug in their room, you can respond back to the guest letting them know (and anyone else reading the review) that your hotel has taken the necessary measures to ensure that your rooms are always at their best and highlight any changes your hotel have made.
Also, by responding back to your guest reviews, it allows the hotel to address those accusations so bizarre, that there’s no way it can be true. From a so-called hotel haunting to sarcastic feedback, by responding to such accusations in a positive tone, you can ensure your guests that all is well for their future stay.
So why do hotels answer guest reviews? Because it is important understand that the guest experience doesn’t just end when they walk out the door. It continues long after the guest has left. Your guests experience is a measure of how well you are doing and what can be improved.
- It is important to not delay your response. In our 24-hour/7-days a week social media word, guests want to hear back from the hotel quickly.
- Keep it real. If it sounds canned, then they won’t feel you are being sincere to their experience.
- If you say you are going to fix it, then make sure you do. Nothing like getting several reviews about the same issue long after you have claimed to have made the changes.
Your response is just as valuable as the guest review. So take advantage of this opportunity to turn and negative experience into a positive one or take that positive stay and make it memorable long after they have left.