How Reputation Management Services Can Solve Your Hotel’s Online Review Problem

If your hotel doesn't have a growing list of positive reviews, you have a problem. Bad reviews – or simply not having enough reviews posted online – can make potential guests pass over your establishment in favor of a hotel that has a better online reputation.

If you’re struggling with online reviews, our reputation management services can help. Here’s how.

Identify What Your Hotel Can Do to Attract Positive Reviews

In the hospitality industry, online reviews can make or break your business. The reality is, 90 percent of consumers read online reviews before visiting a business and 84 percent trust online reviews as much as a personal recommendation.

At NextGen Hotel Consultants, we’ll dive into the numbers to find what your hotel can do differently to encourage positive reviews. When you can provide a seamless experience for guests, from booking to checkout, they may be willing to write about their amazing experience – and they certainly aren’t going to write something negative about your hotel.

In order to create that seamless experience, we’ll analyze your hotel’s:

• Pricing models – are your rooms priced competitively for your market?
• Booking accuracy – are rooms booked at the proper rates, and are all group codes used?
• Marketing strategy – are you creating a consistent brand experience for your prospects, leads, and customers?
• Quality assurance – how well does your hotel live up to guest expectations and brand promises?

Set Clear Goals for Your Hotel

Once we’ve looked at where your hotel could improve, we’ll consult with you to help you establish clear goals. These goals will be focused on your guest rating scores and your online ratings and reviews. When you know what your short and long-term objectives are and your timeline, it’s much easier to implement an effective strategy that will boost your online reputation – and your bottom line.

Creating a Solution for Your Hotel

A lot of hotel owners aren’t sure where to get started when it comes to dealing with online reviews. After all, what a guest chooses to post online is up to them.

In reality, there are plenty of steps any hotel can take to cultivate a better guest experience and inspire positive reviews.

• Enhance your hotel’s social media profiles with inspiring content to set the tone for quality.
• Respond to guest questions and comments on social media to address issues quickly and build trust with your market.
• Train staff periodically to ensure your hotel’s entire team is on the same page when it comes to customer service.
• Ask for feedback and look for trends in customer surveys and reviews.

Ultimately, improving your online reputation and garnering those five-star reviews is about creating space for an ongoing feedback loop with your target market.

Listen to what they are saying online. You may be able to localize a problem guests are having and fix it quickly. It could be as simple as switching the vendor you use for coffee and tea products at your hotel or as complex as overhauling your hotel’s employee culture. By paying attention to the guest experience and engaging with guests, you’ll know where to get started.

And, with the help of NextGen Hospitality Consultants, you can transform your hotel, making it the one everyone is talking about for all the right reasons. Get in touch with us today to learn more about how we can help your hotel thrive.