With 88% of travellers filtering out hotels with an average review rating below 3 stars, hotels and hoteliers are under pressure to keep their ratings high.
Here are a few ways that you can improve your review ratings:
- Embrace the Good and the Bad
85% of travellers agree that a thoughtful response to a review will improve their impressions of a hotel.
There is no reason why you cannot turn a negative into a positive, both critical and exemplary reviews should be treated in the same way. Make sure to check your reviews regularly, initiate communication, and be seen to take action and improve. Even with positive reviews you can be seen to praise members of your staff and pay the compliment forward.
2. Encourage More Feedback
Once you learn to embrace the positive and the negative, you will want to encourage more reviews in order to continue improvement.
It’s common knowledge that guests tend to leave reviews when they’ve had a very good experience, or a very bad one. This leaves a major sector in the middle that can still provide valuable feedback, this is YOUR opportunity.
We also provide a guest messaging module which allows you to send e-mails and SMS messages to your guests, which can be used to thank guests for their stay and encourage a review online.
Our PMS integrates with solutions such as GuestRevu which allows you to gather and manage guest feedback.
3. Keep up to date
Be sure that your potential guests get the most out of your online profiles. Almost 80% of people will read between 6-12 reviews before making a decision. It is paramount that you update your online profiles regularly, update images, add events, and seasonal menus, to stand out from your competitors.
Stats courtesy of SiteMinder – https://www.siteminder.com/r/marketing/hotel-online-reviews/influence-travellers-reviews-hotel/