As any modern hotelier will know, the power of the guest review should never be underestimated. Even if some reviews are to be taken with a pinch of salt, their authenticity and visibility to prospective guests can make or break a decision to book with you, and even your hotel’s reputation all together.
In the majority of cases, reputation management is best practice for refining your guest experience. You’ll find handy tips and honest insights from a perspective it’s hard to see yourself as a hotelier. Responding to extreme reviews should be a part of your day-to-day operation, to show to future guests that you’re reactive and care about your customers.
Customers are used to reviews and will be discouraged to book with you if you have none on show at the point of purchase. Incorporate this theory into your book direct strategy by including reviews on your website. A bad review should be remedied as soon as possible but good reviews also need to be highlighted – that is the single best sales pitch you can get for your hotel so they need to be visible.
Check out our Infographic to learn more about fighting bad reviews: