Having a positive online reputation is important, as we are making more and more bookings online. For this we let us guide by the online reviews people have left on review sources and OTAs. There are a few ways you can improve your hotel’s online reputation.
Great guest experiences make for a great online reputation
The most effective way of having a good online reputation is by creating great guest experiences. To improve the guest experience it is essential to understand what your guests are actually saying about you online. First, take a look at how you are performing by, for example, using a quantitative score like the Global review Index™. Such a score will allow you to benchmark your performance over the course of time, so you can step in when you notice a decrease even before it is hurting your online reputation.
Then take a look at what departments score the lowest and use a qualitative analysis like sentiment analysis, to better understand why these scores are low. Knowing where your strengths and weaknesses lie is the first step into then making the right improvements, which will actually benefit your online reputation.
A good management response can go a long way
Another way to improve your online reputation is by having an effective management response strategy in place. Receiving negative feedback online does not necessarily need to be negative for your business. A thoughtful response can show future guests that your hotel cares about what its guests say and that it is continuously bettering its procedures and operational processes. This will make prospective guests perceive your brand as more trustworthy.
Positive guest surveys are an invitation for positive reviews
Adding review collection programs to your guest surveys will allow you to invite guests who filled in a positive survey to also leave a positive review on some of the major review sources like Google, TripAdvisor, and HolidayCheck. This way you can ensure a fresh stream of reviews coming in. The more recent your reviews, the more valuable they’ll be for your future guests.
In the end, improving your hotel’s online reputation is all about delivering remarkable guest experiences, which will make your guests want to leave positive reviews. And a better online reputation will help increase revenue and outperform your competitors. To manage this in the best possible way, an online reputation management system for hotels is key as it will provide you with the necessary tools.