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Positive guest reviews are currency for attracting more bookings. Yet, when I took over managing The Bliss, its review rating was about 6 out of 10—far from ideal. Guest complaints mainly revolved around maintenance issues.
To turn things around, we tackled repairs bit by bit while making it a priority to go above and beyond for our guests.
This strategy paid off. By the end, our reviews soared to an impressive 9.7, a testament to the power of putting guests first.
Nadja tackling maintenance repairs to bring new life to The Bliss.
3 key lessons in hotel reputation management
When it comes to hotel reputation management, most guests can recognize that one bad review among ten great ones is likely an outlier.
The key is maintaining a strong overall reputation by consistently delivering great experiences and responding thoughtfully to feedback.
- Good or bad, reviews are a conversation
Make it a daily habit to check and respond to guest reviews. Engaging thoughtfully with reviews shows that you value your guests' opinions. This not only leaves a strong impression on potential guests by showcasing your attentiveness and care, but it can also significantly influence their decision to book with you.
- A positive online reputation bolsters more direct bookings
It’s no secret that travelers often use booking platforms for initial research but ultimately book directly with the hotel. Interestingly, many guests don’t filter by amenities or price—they prioritize star ratings instead. This makes a strong reputation critical, as a high rating not only boosts visibility but also encourages more direct bookings.
- Don’t undervalue your property and services
From time to time, you’ll encounter guests who use the threat of a bad review to push for discounts. This is when it’s important to stand your ground, have confidence in the value of what you offer, and trust that your services speak for themselves without giving in to undue pressure.
