How to create the optimal survey & review response strategy

Responding to guest feedback is one of the most challenging and time-consuming tasks that hoteliers face. And it’s not getting any easier.

How you respond to guest feedback can have a significant impact on guest perceptions, behaviour and the overall success of your hotel. In this guide, we’ll look at what to consider when defining a management response policy and suggest possible approaches based on our experience, studies and best practice.

Topics include:

• Why respond to guest feedback
• What to consider when defining a response policy
• Speed versus quantity?
• Recommended approach & objectives
• Tracking management response performance