About 90% of travelers read guest reviews before choosing where to stay. On average, they check 10–12 reviews across hotel booking platforms and review sites before making a decision. This means potential guests rely heavily on what others say about a hotel’s service and amenities. It also means your hotel’s online reputation can win you bookings or lose them to a competitor. In this guide, we’ll talk about what online reputation management for hotels is and how to do it right.
What Is Online Reputation Management in Hotels?
Hotel online reputation management is about keeping track of how guests and the public see your hotel. It involves looking at guest reviews on websites like TripAdvisor or Google, replying to feedback, and making changes that guests care about. It also means responding to comments on social media and showing a positive side of your business online.
If people have a good opinion of your hotel, more travelers will book with you. A bad impression can do the opposite. This process is about keeping your guests happy and showing your best side to anyone searching for hotels.
Why Online Reputation Matters to Hotels
In the past, travelers might have relied on word of mouth or brochures to decide where to stay. Today, the story is different. Guests have online travel agencies, review sites, and social media platforms at their fingertips. A single bad review can stand out, and you can’t hide negative feedback.
Your online hotel reputation management system has to work well because it directly impacts your bookings. When done right, the advantages can be game-changing.
- More bookings. Guests pick hotels with higher ratings and better reviews.
- More revenue. Guests who trust a hotel with great reviews are willing to spend more during their stay.
- Guest trust and loyalty. A good experience means they’ll return, recommend your hotel, and leave positive reviews.
- Insights into guest behavior. Reviews tell you what’s working and what needs improvement.
- Better staff retention. Employees prefer working at a hotel with a good reputation.
Even pricing is linked to how well you manage your hotel’s reputation. Research shows that if your rating improves by just one point, you can raise your rates by 4-5%. This means that managing hotel online reputation effectively can directly lead to better revenue and occupancy rates.
How to Get Online Reputation Management Right
Managing your hotel’s online reputation isn’t complicated, but it does take consistency. Here are steps to make sure you’re on the right track.
Make guest feedback easy to share.
Guests are unlikely to leave reviews unless they’re prompted. Ask them for feedback at the right time.
- Send a follow-up email after check-out. Include a link to your review page.
- Encourage guests to share feedback privately before inviting them to share a review.
- Fix any issues guests mention in their survey responses.
Some hotels use online hotel reputation management software to automate this process. These tools send emails to guests and remind them to leave feedback.
Respond to All Reviews
Future guests will read your responses to reviews. They’ll want to see how you handle complaints and whether you care about feedback. Responding to reviews—good and bad—shows that you’re paying attention.
For positive reviews, thank the guest. Let them know you appreciate their time. For negative reviews, acknowledge the problem. Apologize and mention any steps you’ve taken to fix the issue.
Be polite and professional in every reply. A thoughtful response to a bad review can turn things around and leave a positive impression.
Use Tools to Manage Feedback
Tracking reviews across different platforms can be overwhelming. Hotel online reputation management tools can help you with this. These tools collect reviews from multiple sites, like OTAs and social media platforms, in one place.
Some advanced online hotel reputation management software also replies to reviews automatically using personalized templates. These tools save time and help you stay organized.
Train your staff
Your team is the face of your hotel. The way they handle guests has a big impact on reviews.
- Teach staff to handle complaints calmly.
- Encourage them to ask for feedback during check-out.
- Remind them that small gestures, like greeting guests by name, leave lasting impressions.
Even the best online reputation management services for hotels can’t fix problems caused by poor service. Your reputation starts with your team.
Monitor social media and review platforms.
Guests talk about their experiences on platforms like Instagram and Twitter. Stay active on these channels. Reply to comments and direct messages promptly.
If someone posts a complaint, respond in the same space. Apologize and offer to discuss the issue further privately. Public responses show others that you’re willing to address problems.
Focus on the bigger picture.
A good reputation takes time to build. It’s not just about fixing complaints but also improving your services based on feedback.
- Are guests frequently mentioning long check-in times? Streamline the process.
- Are there complaints about room cleanliness? Look into staff training or schedules.
When you act on feedback, you improve guest experiences, which naturally leads to better reviews.
Hotel online reputation management tools simplify a lot of the work. Here’s how they help:
- Track reviews from different platforms in one place.
- Send reminders to guests to leave reviews.
- Respond to feedback faster with automated replies.
These tools also help you identify trends. If several guests mention the same issue, it’s easier to spot and fix the problem.
Hotelogix Reputation Management System
Managing your hotel’s reputation manually can be daunting, but Hotelogix offers hotel online reputation management software to make the process smoother. Here’s how”
- Automated Feedback Collection: The system sends follow-up emails to guests, ensuring you don’t miss the chance to gather reviews.
- Centralized Review Management: View and respond to feedback from multiple platforms in one place.
- Reputation Monitoring: Track mentions of your brand across hundreds of review sites and social media channels.
- Actionable Insights: analyze guest feedback to identify trends and prioritize improvements.
- Increased Visibility: Improved ratings boost your presence on OTAs and metasearch engines, driving both direct and indirect bookings.
The Role of Guest Experience
The heart of online reputation management for hotels is the guest experience. If guests leave happy, they’ll talk positively about your hotel online.
Train your team to go above and beyond. Encourage them to pay attention to details that can turn a good stay into a memorable one. Even when guests leave negative feedback, the way you handle it can turn things around.
Key Takeaways
- Travelers rely on reviews to decide where to stay. Managing your reputation online directly affects your bookings.
- Collect feedback from guests before asking them to post reviews.
- Respond to every review to show you care about guest experiences.
- Use online hotel reputation management software to track reviews and replies.
- Train your team to deliver great service and handle complaints well.
When you focus on these steps, you’ll not only maintain a positive image online but also attract more guests. Start working on your online reputation management hotel strategy today. The rewards are worth it.
