Responding to online reviews is a necessity for any hotel. Here are some of the best ways to do so.
This is a guest post from Lori Wade.
There are simple ways to increase hotel bookings
In recent times, hoteliers have become more aware of the impact that guest reviews on online platforms have on the booking tendencies of potential guests. The reason as to why this aspect has been accorded so much attention is due to the infinite power of words. Words are often considered to be the most valuable tool that any marketer could possess. For a hotel to progress forward in its marketing prowess, it is essential for hoteliers to view public comments as feedback right from their customers’ hearts.
In light of this, a proper manner of responding to online reviews is a necessity to any hotel. Below is an insight into some of the best ways to which your responses to online reviews will be tantamount to increased bookings to your hotel:
Appreciate All Your Guest Feedback, both Negative and Positive
When making a response to your hotel reviews, it is important that you begin by relaying a message of gratitude for the guest choosing to stay at your hotel. It is vital to keep in mind that this should be done regardless of the opinion that was conveyed to you, whether positive or negative.
In the case of negative feedbacks, you should address them by highlighting the steps that you plan to take or have already taken to improve on that particular issue. For the positive feedback, all that you’re required to do is thank the guest while reiterating some specific compliments from the guest about your hotel.
Respond to Comments Quickly and Regularly
Quick replies might seem like just another form of small pleasantries while, on the contrary, they make the hotel guests feel engaged. This goes a long way in giving them a mindset that their opinions matter and thus help you to foster an even stronger relationship with them both offline and online. Additionally, you’ll find that they also assist in the controlling of the negative waves that undesirable comments could have to a hotel’s reputation.
Ensure That Your Responses Are Not Used To Offer Compensations
Compensations are allowed to be offered to guests in case they are warranted. This, however, doesn`t have to be made public. Guests should be encouraged to make contact with your hotel on an offline basis when appealing for a particular compensation. If the compensation is indeed justified, you should go ahead and give the guest some promotion codes. These can be arranged to have their setups in the hotel`s all-in-one booking and solution system.
Ask Your Satisfied Guests for Their Support and Feedback
By the simple act of asking for support and feedback from your guests, you will have forged one of the best marketing tools that your hotel could capitalize on majorly. This can be effectively achieved via a number of ways. To start with, you must put into place emails for guests when they are checking out. This can be easily brought to life through all-in-one types of booking solutions. After this is in place, you should tailor your emails to make guests tell other people about the great stay they had in your hotel.
Ensure That Only A Few People Are Responsible For Responding To the Online Reviews
By making the circle of people involved in responding to reviews smaller, it assists in keeping the tone used in the responses both personal and similar. More importantly, it makes the various responses to have a genuine touch to them. This helps to make things easier when trying to create a good rapport with both future and even the past guests online.
A responsive management team is trusted more by customers
Hotel reviews, especially those posted online, usually attract among the most extreme of responses - guests who end up being incredibly dissatisfied or satisfied with your hotel. With almost 50% of customers only booking hotels after reading its reviews, all types of guests must be accommodated because of their importance in contributing to giving your hotel a better reputation online. Knowing to respond to such reviews is thus very vital!
Do you think your perception and skills of how to write a review will acquire a face-lift after reading this article?
About the author: Lori Wade is a content writer who is interested in a wide range of spheres from education and online marketing to entrepreneurship. She is also an aspiring tutor striving to bring education to another level like we all do. If you are interested in writing, you can find her on Twitter or Google+ or find her on other social media. Read and take over Lori’s useful insights!