Why Hotels Shouldn’t Ignore Guest Complaints
To survive in a competitive market, every hotel sector must be customer-centric. Investing in customer service would assist any hotel in better understanding client concerns and improving its offerings and experience.
Customer complaints usually have a silver lining. Smart hospitality businesses understand the value of client complaints and see them as a wonderful chance to gain loyal consumers. There are numerous visitors to a hotel, and each person has a distinct perspective, but that is the beauty of the hotel sector service. However, no matter how hard you work or how good your services are, no business can please all of its clients all of the time.
However, we should never dismiss consumer complaints. Here are a few of the reasons why hotels should never avoid or ignore guest complaints
Influence Business Growth:
A terrible hotel customer experience can have a wide-ranging impact on a property’s performance. A hotel visitor with a complaint may create a lasting impression, whether by posting a positive review or by hurting your rating with a negative internet review. Successful hoteliers and hospitality workers realize the impact that an unresolved guest issue may have on a hotel’s performance, and its hotel’s growth so it’s necessary to place a high emphasis on efficiently managing client complaints.
Revenue Loss:
While resolving a guest issue may sometime need to imply compensating guests with free services. failing to manage a guest complaint may result in a guest not returning to your hotel. Losing money from one person may not appear substantial at first, but the expense of turning away guest after guest may soon pile up. It costs five times more to acquire a new client than it does to keep an existing one. Putting out the effort to please current guests may go a long way toward increasing hotel client loyalty. Putting out the effort to please current guests may go a long way toward increasing hotel client loyalty.
Brand Identity Damage:
Dissatisfied clients can voice their opinions on hotel social media accounts, review websites, online booking websites, or in the surrounding communities. Guests who had a bad experience at your resort or who had an issue that was not addressed by employees may feel forced to tell others about it. When clients lodge complaints online, their comments may result in poorer online ratings, a tarnished community reputation, and a worse hotel ranking. This damage your brand identity.
Online Reputation of Your Hotel:
Online client complaints and negative reviews might harm your hotel’s SEO rating and placement on search engine results pages (SERPs) (search engine result pages). When producing search results, major search engines’ algorithms include reviews, ratings, and rankings. When search engines see guest reviews tagged with unfavorable industry terms (e.g., “lost reservation”) that are frequently associated with your business, they begin to identify your business with such phrases, severely harming your hospitality SEO.