Managing guests feedback has always been key for hotels. Having been a senior manager within hotels & resort for several years, I understand how hotels usually deal with guest comments both positive and negative. Recently, managing your reputation has been made easier with the introduction of providers such as ReviewPro. As hoteliers, we all strive hard to ensure that our guest comments we receive are great, so that when they are published on Tripadvisor, it encourages other guests to stay at your hotel. This has been common practice for a number of years now.
There is though a major change which puts in doubt that only managing your reputation is enough. Tripadvisor over the last couple of years has not only been a review site, they promote your competitors and they show your best available pricing (if your hotel is connected via your channel manager) as well as the leading OTA´s. Guests also tend to use a variety of ways to connect with your hotel, whether via social media, Web, google or otas, so just using third party review sites is not the best way to promote your clients reviews. Most hotels also promote Tripadvisor on their own website whether by their certificate of excellence or their review widget, so your investment to gain web visitors to your website is nullified, as they click off and visit your review page which looks like this where they encounter a host of options:-
So how can hotels promote their great reviews and increase direct bookings?
By converting your hotel from one that manages reputation to one that promotes your reputation – Reputation Marketing
This is achieved in two ways 1) By making easier for guests to leave feedback and 2) By promoting your positive guest reviews across all your media platforms including videos.
How does it work?
Firstly, Hotelient will create an online questionnaire for your hotel, like the one shown below. It is totally customizable to meet your hotel requirements and branding.
This questionnaire allows your guests to leave feedback about their stay at your hotel. If your guest gives a 4 or 5-star rating, then they will be taken to the page shown below, which will also show a video thanking them for their feedback from the Hotel Manager or Guest Relations as well as allowing them to post directly to one of 3 review sites of their choice
Now if your guest gave your hotel less than a 4 star rating, then they will go to this page, where they will see a video of the hotel manager or guest relations apologising for the poor service and some further questions to understand further their particular issue
We have ready to go videos for you, to get you off and running.
We provide your hotel with the technology that will allow you to promote your best reviews from around the web straight to your website, so there is no need for your clients to click off, which improves your online conversions. As recent studies have shown, hotels that proactively promote their reviews are 33% more likely to convert website lookers into bookers!
As well as hosting your questionnaire and providing instant notification on all reviews you receive from across the web, we also promote your best guest reviews across social media allowing future clients to view and engage with the excellent customer service you are offering, written by other guests.
We provide online training for your staff and advise on the best ways to gain maximum reviews, as well as helping you reconnect with guests who have recently stayed with you in order to get their great feedback too.
So, in a nutshell, we make it easier for your guests to leave feedback and we promote your great reviews across all online platforms. On our premier package, we even create a 1 min video per month, promoting a great guest review and improving your video SEO at the same time. Since 40% of all searches on the web are for videos, this is ideal for your hotel to gain a competitive advantage.
How much does it cost?
The Reputation package costs less than 9€ a day, with only a small setup fee and takes about 2-3 weeks to get your hotel up and running.
If you would like to find out more call +44 (0)203 287 1276 or email info@hotelient.net
