How to Leverage Online Reviews for Hoteliers
In the ever-evolving world of technology, online reviews have become crucial for a hotel’s online presence. Online reviews hold great power when choosing hotels for travelers.
Whenever looking for the best-suited hotel, travelers often jump to customer reviews to learn what the hotel has to offer and what the experience of past travelers has been.
According to Tripadvisor, 96% of travelers make decisions based on online reviews of hotels. Given the high percentage of travelers.
Therefore, it has now become an absolute necessity for hoteliers to manage and leverage their online reviews.
Online Reviews are very important for every hotel whether you’re a boutique hotel owner or a large hotel chain. Hoteliers can harness the power of the internet to reach out to a wider audience, enhance the customer experience, and boost bookings.
Here are some of the points on how Hoteliers can leverage online reviews for the benefit of the hotel.
Monitor Online Reviews Platform
To make sure businesses maintain an overall positive reputation, it is crucial to regularly check and respond to reviews on social platforms like TripAdvisor, Yelp, and Google.
Hoteliers should make it a priority to acknowledge and address both good and bad reviews for their business. It will show that customers’ opinions matter and are taken into account.
Engage with Guests
Keeping a check on the online platforms, hoteliers should engage with customers personally and encourage them to leave a review.
Positive reviews should be appreciated, while negative reviews should be carefully addressed and worked upon to find a solution.
By following these points, hoteliers can improve the overall guest experience and build a positive reputation in the hotel business.
Frequently Update Online Reviews on the Website
Having the same old reviews on the website is pointless, even if they are among the best reviews received. Hoteliers should update customer reviews frequently, as customers will always want to know about their recent experiences.
Making these changes will help attract an organic customer base and boost sales.
Use Feedback for Improvement
To have a satisfied customer base, it is important to acknowledge the positives and the negatives. Negative reviews have the potential to make the hotel’s services much better. It will also help to see the room for improvement and apply changes accordingly.
It will enhance the overall guest experience and help build a loyal customer base.
Highlight Positive Feedback
Showing favorable feedback and comments from previous customers on your business’s website or promotional materials can impact the decision-making process of potential clients and establish trust and reputation in the market.
Address Negative Reviews Professionally
Negative reviews need to be addressed with care. While responding to negative reviews, it’s a must to acknowledge the concerns, apologize, and show a sense of commitment to resolving issues. It shows potential guests your dedication to customer satisfaction.
Social Media Marketing
Social Media Marketing is the best tool to attract more guests to your hotel and get positive feedback. You can build a circle around your brand and attract potential guests by creating an online presence.
Social media lets you share your hotel’s unique features, and updates about upcoming events or promotions, and respond to guests’ queries. Interacting with guests on social media can create a positive image for your hotel and help you gain loyal customers.
Implement a Review Management System
To keep track of what customers think of your service, it’s important to use tools that help you analyze their feedback. By doing this, you can better understand what your customers like and dislike, and make smart decisions about how to improve your service.
Using these tools will help you stay on top of your reviews and make sure that your customers are happy with their experience.
Encourage Specific Feedback
If you ask your guests to share their feedback about their stay, you’ll get valuable insights into the areas that need improvement, such as service quality, amenities, and cleanliness.
This information can help you enhance your hotel and provide guests with a more satisfying experience.
Incentivize Reviews Responsibly
If you’re looking to get more reviews of your product or service, consider offering rewards or incentives to your customers. Just follow the guidelines of the review platforms where the reviews will be posted. It’s important to be honest and sincere when giving feedback to potential customers.
Keep your sentences short and to the point, and use everyday language that is familiar to your audience. Use the active voice to make your message clear.
Remember, the more direct and concise your message is, the easier it will be for your customers to understand.
This helps to establish trust and credibility. The goal is not just to collect positive reviews, but to use them to identify areas for improvement and enhance the overall customer experience.
So, this was my article on How to Leverage Online Reviews for Hoteliers. Hope you learned something and enjoyed my reading.
If you are looking for software for your hotel, One that I recommend is QloApps – A Free hotel booking software. It offers various other hospitality technology services such as Hotel Channel Manager and 100+ Add-ons to cater to all hotel management needs.
Feel free to share your suggestions with us on the QloApps forum. If you need any technical assistance kindly raise a ticket.