Review – Response – Reputation – Revenue. In today’s hyper-connected world, everything is linked. Guest reviews have a direct effect on your online reputation and in turn, on your revenue.
So, just how do you stay on top of responses?
Just ask Jurys Inn. In the past two years the 45-strong hotel company has maintained an impressive quality and turnaround time for management review responses while improving its overall review score significantly.
Time is precious, there is no ‘one size fits all’ for responding, and reviews play an important role in the guest purchasing process. It is crucial to respond in a timely and correct manner or you risk losing out on potential customers.
So, just how should you respond to reviews?
“Hoteliers should keep in mind that the majority of people reading management review responses are potential guests,” he said. “If they see an issue highlighted in a review, they want to know if the hotel has taken steps to ensure that they won’t experience the same issues. At the end of the day, most people understand that things go wrong from time to time. It’s how you respond that’s key.” Says Alex Hannon, Customer Experience Manager at Jurys Inn.
• Negative reviews command most of our attention, but if you’re running a good hotel the vast majority of your reviews will be positive.
• While you shouldn’t feel obliged to respond to all positive reviews, it’s a good practice to acknowledge your advocates.
• Travellers who share positive experiences and recommend your property are extremely valuable. Don’t take them for granted!
Read our latest case study to find out how Jurys Inn harnessed the ReviewPro solutions to drive actionable insights, increase response rate, and improve the guest experience.