How To Encourage Your Hotel Guests To Leave More Reviews

Customer expectations continue to evolve around digital channels as they grow increasingly important. Today, we are all aware that the success of every company is determined by its consumers.

This achievement is reflected in online guest reviews for hotel businesses. Because:

• When researching a hotel, 96% of travellers confess to reading reviews.
• A one-point rise in a hotel’s average user rating on a 5-point scale increases the likelihood of potential consumers booking that hotel by 13.5%

In the hotel sector, reviews are a direct outcome of the visitor experience. And people are looking up to their peers’ opinions to assure a pleasant hotel stay. However, until you produce the best visitor experience, the risks of ranking high on websites will pile up more slowly.

Determine the Appropriate Times to Request Reviews:

Hotels frequently request feedback at the conclusion of a stay, sometimes missing out on prospects for positive returns. And, because you need both favourable and more reviews, you must approach guests at every conceivable touchpoint. You’ll need to know what they’re thinking about the experience before they leave the hotel for this hotel experience platforms enable you to reach out to your visitors at any time and in any location, providing seamless high-touch interaction.

Email follow-ups:

After their guests have gone, several hotels send a “Thank You” email to thank them for their stay and to welcome them back soon. Consider including a link to a review website in this letter. For business travellers, email the invoice with a link to the hotel’s review.

If you’ve enabled contactless check-out, you can include a “review our hotel” link in your confirmation email once the transaction is over.

Respond to Customer Reviews and Complaints:

When a client is dissatisfied with your services, they usually come to you first before leaving a poor review.

In this instance, you may first urge them to voice their issues with you through mid-stay surveys so that they feel understood and treated seriously. Then, give them a thorough solution and assure them that you will resolve their issue as quickly as feasible. In this manner, you can avoid or at least mitigate negative public perception.

And, if you receive a poor review, always respond honestly so that the impact on your potential visitors is low. Remember that your response will represent the hotel to guests, so provide a thorough response to a specific issue. In this manner, you may demonstrate that you provide responsive service and are concerned about your clients’ difficulties.

Post-Stay Research study:

When someone takes the time to respond positively to a guest survey, it typically signifies they are eager to share their experiences. Thank them for their input and invite them to write you an online review in response to their response.

Another option is to participate in a review gathering program, such as those offered by TripAdvisor, Google, or HolidayCheck. After completing the survey, they will be invited to complete a review soliciting form.