Securing positive ratings and reviews can make your life so much easier as the owner of a hotel.
Word-of-mouth advertising is one of the most powerful marketing tools there is while having these reviews hosted online also makes your business more friendly to search engines.
The way you respond to reviews is a crucial part of the job, regardless of whether they are positive or negative.
Here, we’ll look at some of the ways you can improve your guests’ experience and boost your hotel’s ratings in the process.
Take all complaints seriously
Be sure to stress to your guests that they can come to you if they have any issues during their stay. And if they do make a complaint, assure all customers that you will handle the situation immediately or provide a suitable alternative.
Problems that are fixed quickly are less likely to spiral into public grievances online. You may even receive positive reviews for your speedy solution!
It is also worth being fully aware of any hotel insurance policy you might have in place to help you respond in the correct manner if any guests suffer an accident on your premises.
Ensure service is perfect
Sift through your reviews and identify what parts of your service are lacklustre and need improvement. Have multiple guests mentioned a not-so-clean shower? Do customers complain about the staff not being able to recommend places to visit during their stay?
Perhaps it’s time to review your training regime or cleaning protocol. Provide your employees with the relevant details and offer training where necessary so that they are well-equipped to handle any questions guests may have.
If you don’t already, hire a team of professional cleaners to ensure the rooms are pristine for when guests arrive.
Go above and beyond
Whilst it may sound obvious, the key to providing a great stay is to ensure the needs of customers are met. This means providing a flawless experience once they step foot through the door.
Welcome every guest on arrival and ask if there is anything you can do to make their stay more comfortable. Show loyalty by offering discounts for future stays and supplying them with complimentary extras like toiletries and bathrobes.
Be open and honest
One of the most important things to remember is don’t overpromise and underdeliver. Telling guests that the nearest restaurant is a short walk away when it’s actually a good 20-minute trek can lead to unfavourable reviews.
If you don’t offer certain services, be transparent. For example, if the hotel doesn’t supply hairdryers, guests will need to know this in advance to be able to bring their own. People value honesty and you shouldn’t leave out important information for fear of a lack of bookings.
