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The Role of a Hotel Revenue Manager: Responsibilities,...
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Bookings rise beyond expectations for boutique UK property
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STAAH Blog

  • Home
  • MANAGEMENT
    • The Role of a Hotel Revenue Manager:…

      Why Every Hotel Needs a Channel Manager…

      Program Konsorsium Hotel: Bagaimana, Mengapa & Berapa…

      โปรแกรม Hotel Consortia: อย่างไร ทําไม และค่าใช้จ่ายเท่าไหร่?

      ตัวจัดการช่องทาง Channel Manager คืออะไร และทำไมผู้ให้บริการที่พักจึงจำเป็นต้องมี?

  • Marketing
    • Smart Hotel Distribution: What Every Hotelier Needs…

      The Ultimate Guide to Turning Negative Reviews…

      6 Social Media Trends Hoteliers Must Leverage…

      ไอเดียโพสต์โซเชียลมีเดียที่กําลังมาแรงสําหรับโรงแรมในปี 2025

      Xu Hướng Nội Dung Mạng Xã Hội…

  • Tips & Trends
    • What Is a Hotel Booking Engine and…

      Seamless Integrations: Enhancing Hotel Operations with Advanced…

      Smart Hotel Distribution: What Every Hotelier Needs…

      Maximizing Hotel Revenue: Advanced Channel Manager Strategies…

      The OTA Balancing Act: How a Channel…

  • News
    • Cloudbeds and STAAH partner to enhance channel…

      STAAH Achieves Prestigious Seamless Product Badge from…

      STAAH Product Updates You Can’t Miss –…

      Thoughtful Thursday – Reporting for Properties: Converting…

      Thoughtful Thursday – Matrix – Revenue Control…

  • Success Stories
    • Kenyan hospitality group’s smart switch to STAAH

      Bookings rise beyond expectations for boutique UK…

      The Komu Boosts Direct Revenue by 25%…

      Online Revenue Jumps 50% for Mangkuluhur Residences…

      23% more online bookings for Vivatel Kuala…

  • Resources
    • All BLAAH BLAAH @STAAH Connectivity News e-Books Events Podcast Quiz Testimonials Webinars

      Connect with Expedia – Expand Your Reach…

      Alexa+ could earn “top-of-the-funnel” spot in travel…

      STAAH & Hotelbeds: A Powerful Partnership Driving…

      STAAH’s new eBook to guide hoteliers through…

      BLAAH BLAAH @STAAH with Captain Mihir Deepak…

      BLAAH BLAAH @STAAH with Dia Mirza

      BLAAH BLAAH @STAAH with Avijit Arya and…

      BLAAH BLAAH @STAAH with Mauro Risch

      Connect with Expedia – Expand Your Reach…

      Alexa+ could earn “top-of-the-funnel” spot in travel…

      STAAH & Hotelbeds: A Powerful Partnership Driving…

      EMPOWERING CHANNEL PARTNERS: THE POWER OF CONTENT…

      STAAH’s new eBook to guide hoteliers through…

      STAAH ReviewMinder Playbook

      STAAH GDS Playbook

      The Expert Guide to Drive More Direct…

      BLAAH BLAAH @STAAH with Suwamana Wahyu Putra…

      BLAAH BLAAH @STAAH With Matthias Dybing And…

      BLAAH BLAAH @STAAH with Vikramjit Singh and…

      BLAAH BLAAH @STAAH with Suhail Kannampilly and…

      STAAH Weekly Hospitality Quiz: 17 January

      STAAH Weekly Hospitality Quiz: 10 January

      STAAH Weekly Hospitality Quiz: 20 December

      STAAH Weekly Hospitality Quiz: 13 December

      The Domain Hotel and Spa, Bahrain

      Pramana Experience (Indonesia)

      Merusaka Nusa Dua, Bali (Indonesia)

      Acappella Suite Hotel (Malaysia):

      From Search to Stay: Maximize your Visibility…

      STAAH Webinar: From Search to Stay: Maximize…

      STAAH Webinar: Manage Revenue Mastery: How to…

      STAAH Webinar: Manage Revenue Mastery: How to…

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How online reviews shape your hotel’s guest experience?

15 April 2023
HOW ONLINE REVIEWS SHAPE YOUR HOTELS GUEST EXPERIENCE

Online reviews provide a crucial lens to help you see your property’s experience through a guest’s eyes.


First, let’s understand what guest experience is.

Guest experience is the cumulative impact of all interactions and experiences between your property and a guest, at every touchpoint across the whole guest journey. This includes your presence (or lack of) on distribution channels, your website through to your front desk, interactions with housekeeping, your amenities and even communications after a guest checks outs.

Guest experience is not a single point of contact. It encompasses the entire customer journey, multiple processes, policies and people.

Online reviews and guest experience

Hotel Guest Experience 3

Good guest experience is the most important benchmark for business success. Online reviews are one way to measure this success.
Negative or positive, online reviews are an insight into your guests’ needs, wants and expectations. Where you excel. Where you fail. Using these reviews, along with other data points and market insights, should inform how you evolve your guest experience.

What you learn from each type of review?

2

Negative reviews
If reviews are negative, it’s obviously an area that needs addressing. You should analyse any negative reviews thoroughly, taking into account the guest’s profile, other reviews and anything else you know about them. Once you’ve analysed and established it as an area that needs improvement operationally, make a roadmap to implement the change. Or, you may feel your marketing messaging may need to be revised to align guest expectations to their real experience.

Also, remember that not all negative online reviews need to be translated into action for you. Always investigate before you make a change arising from a review. Also look at negative reviews as an aggregate, rather than in isolation. A minor hiccup due to human error that translates into a negative review is acceptable. Too many of these hiccups require change.
Whatever the next steps from your negative reviews, always ensure you communicate with the guest who left it. Keep them in the loop – from acknowledging the review, and letting them know you are investigating to the action you are taking, make your guests part of the journey.

ReviewMinder Email Signature
Neutral reviews
Don’t ignore largely neutral reviews too – your goal should be to deliver experiences that wow your guests!
A direct guest survey can help identify areas that need improvement. Neutral reviews also offer hotel management an opportunity to engage with past customers, making them feel cared for and heard, thus building trust and brand loyalty.
Positive reviews
Positive reviews offer even more data into what guests are wanting from their holiday or travel experiences as the things that they are commenting on will be things that they really value.
Ensure these things remain – and are constantly improved – on your guests’ journey.
Positive reviews are also the gems you should be using in your marketing to sell your property. These are your social proof to attract potential guests.

How to keep track of your reviews?

While monitoring your guests’ feedback is the secret that can solve many a manager’s woes, it is also tricky to keep track of the myriad of platforms available for guest reviews, think Booking.com, Tripadvisor, Google, and Facebook to name but a few.
STAAH ReviewMinder is a great way to keep across online reviews across multiple channels, including alerts to new ones and responding to reviews in one click. The highly visual ReviewMinder dashboard makes it easy to monitor reviews, including the sentiment of each. Combined with insightful reporting, making informed decisions from your online reviews to inform your guest journey will be a breeze.
Check out how STAAH ReviewMinder can help you improve your guest journey

Playbook

To sum it up…

Online review management is one aspect of the overall guest experience, but a very important one. The more we interact and communicate with satisfied, dissatisfied and neutral guests, the more insights we will glean from them. We can learn from all types of reviews and ultimately improve every subsequent guest stay.

Get in touch today to book a 30 min Free Demo on STAAH ReviewMinder – Online Reputation Management Tool and how it can help you manage your guest reviews and guest experience.

 

How online reviews shape your hotel’s guest experience? was last modified: April 17th, 2023 by Nashi Dasgupta

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