How To Avoid Getting Negative Reviews From Your Hotel Guests

A digital customer review is a service or product review written by a customer who has used and experienced the quality of the service or product. Because the hotel sector is mainly centred on the client experience, the consumer connection is the primary point of interest. Online reviews are also tied to your hotel’s reputation, and thus we have slowly come to recognize the relevance of online reviews. Bad hotel reviews are a nightmare for hoteliers, who work tirelessly to eliminate them. But how can they be eliminated or ruled out? Let us check:

Recognize Stages of Guest’s Journey:

The greatest method to understand your clients’ psychology is to walk through the hotel guest journey map, which sets out the critical touchpoints or stages from pre-arrival to post-check-out. Examine and evaluate the behavioural patterns and characteristics of the guests associated with all of these levels, which will be almost equivalent to connecting the dots in keeping the guests satisfied and happy at each stage such as booking, pre-arrival, check-in, mid-stay, check-out, and post-checkout.

Amaze Your Guests More Than Just Making First Impressions:

If you believe you can wow your guests only by making a great first impression, you’re incorrect! While the importance of making a great first impression cannot be overstated, things do not end there. They go much beyond, extending your talents & skills throughout all stages of the guest’s experience. They begin before the visitor even arrives at your door.

Give your guests every incentive to book with you right from the start. As a result, the notion of first impressions should not be seen as a complete stop. Instead, it should be viewed as a more consistent procedure that results in a positive conclusion in the form of beautiful, enthusiastic feedback.

Maintain Check-Ins With Your Guests:

While all phases must be addressed with extreme care and attention, a mid-stay check-in may work wonders and have a significant impact on the end outcome (no negative hotel reviews). Unless specifically requested, most visitors are hesitant to bring up their problems with the front desk. Try to collect feedback from your customers during their stay, learn about their experience thus far, and if it isn’t up to par, mid-stay feedback can summon an instant damage control that may lead to an amazing service comeback.