Hotel Guest Reviews :
Your hotel’s reputation is everything. The majority of your guests, if not all, have a computer or mobile device, making it easier to make their feedback go viral. Most consumers will turn to online reviews to assist in their decision-making process. It is important to actively monitor and respond to all hotel guest reviews to resolve any issues.
Negative Reviews: If you ignore it, it won’t just go away.
Though some would stay the easiest way to handle negative reviews is to prevent them in the first place. However, we all know it is impossible to please every guest that stays with you. When a guest writes a negative review, even if you do not feel it is valid, it is their experience and they want to feel their feedback is not falling on deaf ears. When you answer a review, it not only lets other readers see that you are interested in providing great customer service, but it is an opportunity to make improvements.
On the flip-side, you can also turn positive reviews from guests into brand champions. The good news, you have a positive review. Now what are you going to do to distinguish your hotel from the others, who have also received positive reviews? By answering your positive reviews, it not only shows your appreciation for their feedback, but it continues the positive experience after they have let your hotel. By taking the extra step, you can turn your loyal guests to an enthusiastic brand ambassadors.
Hotel Guest Reviews and Search Engines
When responding to a review, it is important for the guest to feel that they can write about their experience from their point-of-view and not be chastised for their feedback. Whether the review is positive or negative, you always want your guests to feel that they can reach out and discuss their experience. Reviews do more than just build customer loyalty, they also help improve your ranking on search engines like Google. The more that is written about your hotel, the more the search engine will consider your hotel’s name to be important.
It is important to remember, that the review was written by a person, with emotions and feelings. When responding back, it is equally important not to come off defensive. Let them know that you are thankful that they reached out to you and that you are listening.