Absence of a Guest Review System Could Land Your Hotel on the NAUGHTY List

Looking for the "gift that keeps on giving" this holiday season? A gift that gives travelers a feeling of appreciation, knowing their personal service requests have been heard? What about a gift for owners that improves the hotel's perceptions in the online marketplace and impacts purchasing decisions of future guests, resulting in a more healthy bottom line? This ideal gift is not a specialty item, nor is it a here-today/gone-tomorrow fad. It's something that 71% of travelers say they want and 68% say determines whether or not they at your hotel, according to Forrester Research and TripAdvisor. This gift is the Guest Review System available from Lodging Interactive.

Lodging Interactive's Guest Review System is hotel-based guest comment system which enables guests to post comments about their hotel experience and provides hotel management with the ability to respond in real time when reviews are received. The Guest Review System ensures there are no delays in communication, and the appropriate staff can immediately fix any pending problems before the customer leaves the property or has the opportunity to post negative reviews on third-party websites. Additionally, travelers can share their guest reviews on their Facebook wall and to their network of friends. If the legitimacy of a negative review is in question, hoteliers can validate guest stay information before reviews are posted on their website, providing hotels with complete control on which reviews are made public.

Do You Hear What I Hear?
"No matter how great the service, there will always be a Scrooge ready to write a bad review," said DJ Vallauri, Lodging Interactive Founder and President. "Oftentimes complaints are justified and demand an immediate response and resolution. Other times, the rant is simply a bad seed planted by a competitor looking to give the hotel a black eye. Nonetheless, each provides a critical opportunity for the hotel to put its best foot forward."

A 2011 Forrester study found that close to 50 percent of consumers will not book a hotel that doesn’t have online reviews. Likewise, PhocusWright reports that people who read online hotel reviews are 59 percent more likely to book. Hoteliers can't afford to ignore these statistics, yet many still do. As of August, only 32% of hotels worldwide are responding to reviews, according to a recent Tnooz article. That leaves a large universe of hoteliers who are turning a blind eye to their customers. The hotels that are engaging with guests are seeing a 6% increase in review scores (Tnooz).

"Replying to reviews gives travelers confidence that they are booking at a hotel that will take care of their needs," Vallauri said. "Even responses to negative reviews written about a hotel makes 79% of travelers feel reassured, according to Forrester researchers. In today's economy, giving guests assurance and comfort is critical to gaining market share and boosting occupancy, average daily rate, revenue per available room and the bottom line. Investing in a Guest Review System is a small price to pay for loyalty and repeat business."

The Guest Review System from Lodging Interactive is low cost and can be implemented in about 10 minutes. All that is required for a hotel to get up-and-running is a snippet of code inserted on the hotel's Website. Once initiated, managers can immediately begin collecting real-time reviews on their own websites and respond to customer concerns in real time. As an option, the company is staffed to reply on the hotel's behalf if staffing is an issue.

"Lodging Interactive can help hotels that may have had below average guest-satisfaction scores move from the NAUGHTY to NICE list easily while rebuilding credibility, restoring consumer confidence, and regaining lost business from third-party review sites simply by adding our Guest Review System to their websites," Vallauri said. "It's easy to win guests' over — even before they arrive — simply by posting your position about guest service, immediately fixing what may be broke, and saying 'thank you' to those who complement you for a job well done."

The following are the Top 10 Rants and Raves in 2012 based on a survey of 1 million guest reviews that landed hotels on either the NAUGHTY or NICE list as reported on Tnooz:

  1. Unprofessional/incompetent service (11,785 mentions)
  2. Small room (8,669 mentions)
  3. Expensive/overpriced (8,390 mentions)
  4. Tasteless, bad breakfast (8,243 mentions)
  5. Bad food (5,956 mentions)
  6. Dirty room (5,439 mentions)
  7. Unfriendly service (5,123 mentions)
  8. Bad bathroom (4,600 mentions)
  9. Bad service (4,266 mentions)
 10. Loud, noisy room (4,123 mentions)

  1. Friendly, professional, efficient service (103,440 mentions)
  2. Great, well-situated location (98,668 mentions)
  3. Good room (40,191 mentions)
  4. Great food (42,868 mentions)
  5. Great breakfast (41,356 mentions)
  6. Clean room/hotel (27,513 mentions)
  7. Large room (23,867 mentions)
  8. Good, affordable price (23,292 mentions)
  9. Good bed (11,369 mentions)
 10. Nice view (9,147 mentions)

"Travelers have no problem telling the world what they like and don't like about your hotel," Vallauri said. "It's important that hoteliers take the NICE approach to their response: Be thankful, polite, and respectful of guests, even if the complaint is not warranted. Remain calm and always be courteous. Tell the guest how the situation will be addressed and what the next steps are. Tell the guest that you deem the complaint to be serious, and that there is a plan in place to resolve the matter. More importantly, give each guest a way to stay in touch with management, and invite further feedback."

TripAdvisor gets thumbs-up for getting down and dirty

"While many see it as a ploy to generate attention, TripAdvisor — a website that promotes hotel reviews submitted by actual guests for fellow travelers — has received a thumbs-up from hotel and hygiene experts for its recently unveiled list of 10 dirtiest U.S. hotels.

The list was created by tabulating hotels with the lowest cleanliness ratings in members’ 2010 reviews, said Brooke Ferencsik, U.S. director of communications for TripAdvisor. Another, lesser factor, he said, was poor cleanliness ratings received in previous years’ reviews…(continued)

…“More than seven out of 10 travelers in the U.S. participate in social media. Clearly social media are powerful and credible, and user reviews resonate,” (Henry Harteveldt, travel analyst for Forrester Research)

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