Hotel Reputation Management – Why You Should Care!

Have you ever been concerned about what your guests think of their stay at your hotel? Hotel reputation management is crucial to the success of your business, and a few bad reviews can easily out-weigh several positive reviews. Consumers are more likely to not stay somewhere that has negative reviews out there, than they are to stay somewhere that has good ones.

So, how are you monitoring your reputation online? Are you spending enough time investigating what your guests are saying about their stay? Are you encouraging them to post positive reviews to ensure they are completely happy with their visit?

“Surveys can guide the respondent to consider the entire experience, not just the one thing that stood out…. When it comes to social media sites instead, Market Metrix Hospitality Index data [representing 134,261 respondents] says that guests who have a problem write a review about it 22% of the time. Guests without a problem write reviews just 9% of the time.”

A great way to obtain positive feedback is to ask your guests to post on Facebook, Twitter and all social media about their stay. Create a hashtag, take a selfie with guests as they check-in. Make it fun and enjoyable. Doing things that make you stand out and encourage them to have fun will really improve what they’re posting online!

Another easy way to ensure your reputation management is handled is to be active in social media as well. Getting your name out there will make it easier for potential guests to search for you. The more your name is out there on the web, the higher you’ll rank in search results. With this, however, if your guests are posting bad reviews, the more people will see that.

It’s very important when you see a bad review to try to mediate the situation. But if you’re not active in checking what people are saying, you may not catch them in time. If you’re busy enough as it is, and do not have time to constantly research what reviews are out there, there are always local online marketing agencies that will help you with this!