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The Role of a Hotel Revenue Manager: Responsibilities,...
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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):

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How to Turn Negative Reviews into Booking Opportunities in the Digital Era

11 October 2023
How to deal with a negative review

In the age of digital word-of-mouth, the impact of online guest reviews on your bookings cannot be overstated. According to TripAdvisor, a staggering 83% of travelers consult online reviews before making hotel reservations, with 80% of them reading between 6 to 12 reviews before making their final decision.


These reviews not only mitigate the risk for potential guests but also allow them to feel connected to a community and stay updated with the latest offerings in the market.

It’s evident that negative reviews can significantly influence potential bookings. Therefore, it’s crucial to not only acknowledge these reviews but also understand why guests leave them. This understanding not only allows you to respond appropriately but also helps in identifying and rectifying any underlying issues that could reduce negative feedback in the future.

Firstly let’s look at reasons why guests leave negative reviews?

  • Unmet Promises: If your website and social media platforms promise an experience that doesn’t align with reality, guests are likely to express disappointment. Underpromising and overdelivering should be the guiding principle.
  • Rude or Unhelpful Staff: Guests expect a warm and hospitable experience when booking a property. Failing to provide attentive and courteous staff can lead to dissatisfaction.
  • Lack of Hygiene: In a post-2020 world, health and hygiene have become paramount. If your property doesn’t meet these standards, expect guests to voice their concerns.
  • Lack of Guest Experience: When guests choose a hotel or property, they have certain expectations: a warm welcome, attentive service, and an enjoyable stay. If these expectations are not met, whether due to unresponsive staff, cleanliness issues, or unfulfilled promises, it can result in deep disappointment.

How to effectively manage negative reviews

1. Embrace Negative Reviews Positively:

In today’s connected world, people love to share their experiences. Embrace this change by listening to your guests, understanding their complaints, and making necessary improvements. Communicate these improvements to your guests clearly, providing timelines and real examples when possible.

2. Use an Online Reputation Management System:

How to deal with a negative review 2

An online reputation management system can help in preventing negative reviews by proactively monitoring and addressing guest feedback. By actively tracking online mentions and guest reviews, you can swiftly identify any issues or concerns before they escalate into negative reviews. This allows you to address guest grievances in real time, resolve problems, and demonstrate your commitment to exceptional customer service.  In essence, a robust online reputation management system like STAAH ReviewMinder empowers you to stay ahead of the curve, ensuring that your guests’ experiences are consistently positive and minimizing the chances of unfavourable feedback.

ReviewMinder Email Signature

3. Respond Promptly:

Keep a close eye on your online reviews and respond swiftly. A speedy response demonstrates your commitment to addressing issues and can prevent a negative review from spreading further. Be polite in your responses, addressing guests by their first names and avoiding blame.

4. Seek Out Reviews Proactively:

Guest Experience

Don’t wait for guests to leave negative reviews; actively engage with them when they’re on-site. Address their feedback promptly and share how you plan to enhance their future experience.

5. Identify and Handle Fake Reviews:

Keep an eye out for suspicious patterns, such as missing details or a lack of recommendations for competitors. Flag these reviews to the platform where they’re posted.

6. Suppress Negative Results on Google:

If negative reviews are dominating search results, counteract them by promoting positive content on your website and social media. Develop a robust content strategy to rank for pages other than negative reviews. Claim and optimize your review platform.

7. Focus on Guest Experience:

Guest Experience 2When guests have a memorable and delightful stay, they are inclined to express their satisfaction through glowing reviews. Ensure that the guest experience matches the promises made on your website and marketing materials. When guests get what they expect and more, they appreciate the transparency and are more inclined to leave positive feedback.


In conclusion, online reviews cannot be ignored. Encouraging guests to leave both quantity and quality reviews is a challenging task. However, by understanding the motivations behind reviews, actively seeking guest feedback, and utilizing reputation management tools, you can motivate your guests to share their positive experiences online, ultimately boosting your bookings.

Playbook

How to Turn Negative Reviews into Booking Opportunities in the Digital Era was last modified: October 11th, 2023 by Nashi Dasgupta

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