In today’s competitive hospitality landscape, guest reviews are everything. Positive feedback can significantly impact your hotel’s reputation, occupancy rates, and RevPAR. But how do you drive more positive guest reviews? Let’s dive into some proven strategies.

How Do You Get Positive Hotel Reviews?

The foundation of a positive guest experience is setting clear expectations. Ensure your website accurately reflects your hotel’s amenities, services, and overall ambiance. Avoid overpromising and under delivering. For instance, if your website boasts a stunning rooftop pool with panoramic city views, ensure it aligns with reality. Transparent communication builds trust and prevents misunderstandings.

Master Pre-Arrival Communication

First impressions matter. Excellent pre-arrival communications can set the stage for a delightful stay. Personalized welcome emails that include the guest’s name, arrival time, and a brief overview of the hotel’s amenities can create a warm and inviting atmosphere. Consider offering pre-arrival check-in options or sending relevant local recommendations based on the guest’s interests. Today’s advanced CRM and CDP systems can elevate your hotel’s automated messaging and can be a major driver of guest satisfaction and driving ancillary revenue. 

If your property needs help navigating a new CRM system, the team at TravelBoom can help.  Contact us here. 

Cultivate a Culture of Hospitality

Your staff is the heart of your hotel. A team of friendly and empathic employees can transform an ordinary stay into an extraordinary one. Empower your staff to go the extra mile by providing them with the tools and training to exceed guest expectations. For example, offer incentives for employees who receive exceptional guest feedback.

Check In (Literally) With Your Guests

Don’t just assume everything is perfect. Checking in with your guests during their stay shows you care about their experience. Implement guest satisfaction surveys, app and/or text messaging, or proactive outreach from your front desk staff to inquire about their stay. Addressing any issues promptly demonstrates your commitment to guest satisfaction. We have found that nearly every instance of a guest issue can be turned into an incredibly positive experience. In fact, your most loyal guest will oftentimes be the one you helped solve a problem.

Surprise and Delight Your Guests

Surprising and delighting your guests goes along with checking in during their stay. Small unexpected gestures can create lasting memories, avid fans, and five star reviews. Whether it’s a complimentary upgrade for loyal guests, a personalized welcome amenity based on guest preferences, or a surprise turndown service with a small treat, surprise and delight moments are everywhere in the guest’s journey and will significantly elevate the guest experience. A perfect example of the surprise and delight mentality is the story of Joshie the Giraffe, which we have shared several times over the years, and you can read about here. 

Ask for the Review

Don’t be shy about asking for feedback! A polite and timely request for a review can increase your chances of receiving positive comments. Guest’s who have had a great experience are eager to share it with others, both on social media channels and reviews. Once you have delivered an amazing guest experience, simply asking the guest to share will have an amazing return. How do you ask?

• Personal invitation from the staff during the stay and at check out
• Automated text and app messaging during the stay leading up to check out
• Post stay messaging immediately after check out
• Follow up messaging after check out if a guest did not click the above

Follow Up Post-Stay

Expanding on the  post-stay follow-up, this is a golden opportunity to thank guests for their stay and encourage them to share their experience. You can also use this opportunity to offer exclusive deals or discounts on future stays, personalized recommendations for their next trip, or invite them to join your loyalty program.

Engage with Reviews (Good and Bad)

Responding to reviews, both positive and negative, demonstrates your commitment to guest satisfaction. For positive reviews, express gratitude and highlight specific details mentioned by the guest. For negative reviews, offer sincere apologies, address the issue promptly and privately, and explain the steps taken to resolve it. Not only does this demonstrate your willingness to improve but illustrates to future guests the level of service they can expect at your property

By implementing these strategies, you can significantly improve your hotel’s rating and cultivate a loyal customer base. Remember, every guest interaction is an opportunity to create a positive impression.

Need help implementing these strategies? TravelBoom, a data-fueled and results-driven travel marketing agency, can provide customized solutions to help you optimize your hotel’s reputation. Contact us today to learn more about how we can help you achieve your goals.

About TravelBoom Marketing

TravelBoom specializes in developing and executing customized data-driven marketing solutions that drive direct bookings and growth for its clients. With over 25 years of experience in digital marketing for travel and hotels, TravelBoom leverages advanced data science and analytics to uncover insights and develop strategies that greatly enhance results for our clients and reduce reliance on third-party channels. TravelBoom is also host of the world's #1 ranked Hotel Marketing Podcast and its quarterly Traveler Sentiment Study both of which can be found at www.travelboommarketing.com.

by TravelBoom Marketing | HRN Hotel News