Earning positive hotel reviews is a key component of a strong reputation and a successful business. Here are five effective ways to get more good hotel reviews:
- Provide a “Review-Worthy” Experience: The foundation of good reviews is an exceptional guest experience. Focus on every touchpoint, from the initial booking to the post-stay follow-up. This includes:
- Exceptional Customer Service: Train your staff to be friendly, attentive, and proactive. Empower them to go the extra mile to resolve issues and create memorable moments.
- Impeccable Cleanliness and Maintenance: Guests expect a spotless and well-maintained environment. Pay close attention to detail in all areas of your property.
- Personalisation: Use guest data to offer personalised experiences, such as celebrating a special occasion or providing amenities based on their preferences.
- Seamless Operations: Make key processes, like check-in and check-out, as smooth and effortless as possible.
- Make it Easy to Leave a Review: Guests are more likely to leave a review if the process is quick and convenient. Provide multiple, easy-to-use options for feedback:
- Automated Post-Stay Emails: Send a personalised email shortly after a guest checks out, thanking them for their stay and including a direct link to your preferred review platforms (e.g., Google, TripAdvisor, Booking.com).
- QR Codes: Place QR codes strategically throughout the hotel (e.g., on key cards, in-room signage, or at the front desk) that guests can scan to be taken directly to your review page.
- In-Person Reminders: Train your staff to politely and genuinely ask for reviews during interactions, such as at check-out.
- Respond to All Reviews, Both Positive and Negative: Engaging with reviews shows that you value guest feedback and are committed to continuous improvement.
- For Positive Reviews: Thank the guest by name, reference a specific detail from their stay to show it’s a genuine response, and express your hope that they will return.
- For Negative Reviews: Respond promptly, professionally, and empathetically. Apologise for any shortcomings, address the issues raised, and offer to take the conversation offline to find a resolution. This not only helps manage the situation but also shows potential guests that you are a caring and responsible business.
- Incentivise Reviews (with Caution): Offering incentives can encourage more guests to leave feedback, but it’s important to do so ethically and in accordance with review platform guidelines.
- Host Contests: Offer a chance to win a prize (like a future free stay or a dining voucher) for guests who leave a review, regardless of whether it’s positive or negative.
- Offer Loyalty Points: For hotels with a loyalty program, offer points or exclusive perks in exchange for feedback.
- Actively Use Guest Feedback for Improvement: Reviews are a powerful source of insight.
- Monitor and Analyse: Regularly monitor reviews across different platforms to identify recurring themes, common complaints, or areas of praise.
- Implement Changes: Use this feedback to make tangible improvements to your services and facilities. For example, if multiple guests mention slow check-in, you could implement a mobile check-in option.
- Communicate Improvements: Inform guests that you’ve made changes based on their feedback, showing that their opinions truly matter.
