Guest reviews are so important because these strengthen your online reputation. When you have a lot of positive reviews on your online listing across booking sites, your hotel will get seen first. In turn, more people might book your hotel. 

Reasons why good guest reviews matter

1. Visibility

It is proven that a lot of customer reviews can bump your hotel to the first page of the search results across online booking platforms (OTAs). This is because a lot of reviews can mean that your hotel is a popular choice among travelers, and booking algorithms suggest popular hotels first. 

2. Brand Trust

In the digital age, online recommendations are as good as personal referrals from friends and family. If a lot of people can vouch for your hotel, then guests are more likely to trust your brand and book a room. Moreover, about 92% of guests now read online reviews. They form an opinion about your hotel through these online reviews and decide whether they trust your brand or not. 

3. Free Marketing

These testimonials from guests serve as a free marketing promotion for your hotel. This is because guests who actually stayed at your hotel spread the good word for you, without actually spending money on advertising. 

Scroll down to read tips on how to ask for good reviews!

Tips on how to convince guests to leave positive reviews

1. Leave feedback cards on the bedside table.

Guests are more likely to leave feedback for you while they’re still at your hotel. If there is a highly visible sign that asks them to leave feedback, they’re most likely to rate your hotel online. Indicate clear instructions on how and where they can leave online reviews so they would be inclined to leave a review since it’s so easy. 

2. Once your guests have checked out, make sure you send them an email thanking them for their stay.

This way, they can feel appreciated — that you value their visit even when they have already left. They can also remember to give you feedback. It would be advantageous for your hotel if you include feedback links on the same “thank you email.”

3. Give a reward in exchange for a review.

This doesn’t have to be an extravagant reward like a free overnight stay. It can be a breakfast voucher for the next stay, or even a P100 restaurant coupon. You can even post a specific person’s review on your hotel’s official Facebook page to serve as a shout-out. 

What does ZEN Rooms do to make sure that hotel partners get lots of good reviews?

ZEN Rooms does all the tips that are stated above. We make sure that guests are reminded to leave a good review online through thank you emails. Guests who leave good reviews online also have a chance to win a free trip to Bali. 

For more information on our partnership, send an email to [email protected]

 

Disclaimer: ZEN Rooms claims no credit for images featured on our blog site unless otherwise noted. All visual content is copyrighted to its respectful owners. We try to link back to original sources whenever possible. If you own the rights to any of the images, and do not wish them to appear on ZEN Rooms, please contact us and they will be promptly removed. We believe in providing proper attribution to the original author, artist or photographer.

95% of consumers suspect censorship or faked reviews if they don’t see bad scores according to Vendasta, a white-label platform for companies who provide digital solutions to SMBs. Deleting or covering up bad reviews gives off the vibe that you do not value the opinion of your guests. When you reply to these comments, people see that people behind your hotel are humble and that you appreciate that they brought an issue to your attention. With that, your online reputation is strengthened.

The first step in dealing with a negative review is to acknowledge it. Scroll below to find out the next steps!

Our very own Customer Relationship Manager shares the effective step-by-step guide in responding to bad reviews online:

1. Acknowledge the comment.

Thank the customer for bringing the situation to your attention. Also, you can address the guest by his/her name to make it more personal. This should really be the first step and not deleting the comment. Deleting bad reviews is an act of denial and it will not make guests trust your hotel.

2. Apologize.

Even if it is not entirely your fault, an apology shows that you aim to provide better service on their next visit. Aside from appeasing your guest, this also shows humility.

3. Include a concrete action that you will do immediately.

Guests would like to know that you actually did something to solve his/her concerns. It is important to be proactive so as not to encounter the same issue again. Make sure that you also update the guest once you’ve done corrective action. This assures him/her that you actually did something about the issue. 

4. Compensate them (if necessary).

You can provide vouchers so they can feel that you actually want them to come back and experience better service. However, you should not always give compensation because some guests might take advantage of this. 

What does ZEN Rooms do to help you handle these bad reviews?

If you become a ZEN Rooms partner, we will address these bad reviews for you. Our Customer Service Superstars make sure that all negative reviews are addressed, so your hotel can be travelers’ top choice. It’s like you have a dedicated reputation manager for your property! 

Just send us an email at [email protected] to inquire about our partnership.

 

Disclaimer: ZEN Rooms claims no credit for images featured on our blog site unless otherwise noted. All visual content is copyrighted to its respectful owners. We try to link back to original sources whenever possible. If you own the rights to any of the images, and do not wish them to appear on ZEN Rooms, please contact us and they will be promptly removed. We believe in providing proper attribution to the original author, artist or photographer.