Check these five strategies backed by research and best practices from other hotels for some inspiration on how to increase your hotel’s review score.
Very few travelers will book an accommodation without looking at reviews first. Our research shows that more than 9 out of 10 people read reviews before making a decision.
Better scores will not only boost your online reputation but also bring more revenue to the table. In the booking phase, travelers filter through the options by looking at hotels with better scores. Even a 1% improvement in the hotel sentiment score (on a 1 to 5 scale) can lead to a .38% increase in bookings. Another study shows that, on average, a one-star increase can bring 5% to 9% more revenue for a hotel.
In this blog post, we will outline five strategies backed by research and best practices from other hotels for some inspiration on how to increase your hotel’s review score.
#1 Prioritize Quality
Establish a strong base – prioritize quality and continuous improvement as the core elements of the guest experience. Strive for a comprehensive approach that integrates quality into your operations. This will show that you value the your guests’ experience and are willing to go above and beyond to ensure their satisfaction.
#2 Deliver Exceptional Service
Let’s face it, no matter how much technology we include in hospitality, the human touch will always make a difference between good and exceptional service, leading to memorable experiences and positive reviews. Providing outstanding customer service is key to garnering positive reviews. Train your staff to prioritize guest satisfaction by being attentive, responsive, and proactive. Encourage personalized interactions and empower your team to go the extra mile to exceed guest expectations.
The latest TrustYou data shows that, globally, the category Service is most likely to bring higher hotel scores. Particularly, staff friendliness and a helpful management team were key to boosting positive reviews.
#3 Encourage Guest Feedback
Actively seek out guest feedback by implementing convenient and user-friendly methods. Encourage guests to leave reviews on various platforms such as TripAdvisor, Google, and OTA websites. Wherever possible, provide incentives or rewards for leaving feedback, such as discounts on future stays or loyalty points. Make it easy for guests to give feedback through email surveys, in-room comment cards, or QR codes placed strategically throughout the hotel.
#4 Monitor and Analyze Reviews
Regularly monitor and analyze online reviews across different platforms. Pay attention to recurring themes or concerns mentioned in reviews and use this feedback to identify areas of improvement.
“A TrustYou feature that we use the most is the alert email function. When we receive negative reviews, we read them carefully, first to make sure that the reviewer and the feedback given are trustworthy. This determines whether we will make improvements based on the issues flagged.
Alert emails are sent to all hotel managers, so you can also see reviews from hotels other than yours.”
Hidetaka Yonemoto, Director of International Hotel Development, nine hours, Inc
#5 Respond to Guest Reviews
Responding to guest reviews is a great way to take care of your guests post-stay. Our latest research shows that 90% of travelers who read review responses expect a response from the hotel to their feedback.
Hotels responding to guest reviews receive 12% more feedback and their ratings increase by an average of 0.12 stars on a 1–5 scale.
Whether positive, negative, or neutral, addressing feedback promptly and professionally will demonstrate your commitment to guest satisfaction and positively impact your bookings.
Catalina Brinza
Catalina is a social media and data enthusiast. At TrustYou, she’s on the mission to bring the most out of travel and hospitality data. One day, she hopes to experience Japan’s culture to its fullest.
About TrustYou
TrustYou is on a mission to make guest communication and feedback simpler and more productive. All communication channels, together in one place, is the new way of doing business. Today, customers expect instant responses on their preferred communication channels. As a subset of communication, feedback is the foundation to build better products, services and companies.
TrustYou helps companies win through the power of listening and provides a Guest Experience (GX) Platform that makes listening to customers easy, powerful, and actionable. The platform unlocks the potential of guest feedback and helps to:
- Create unlimited opportunities to listen and respond to guests’ needs.
- Understand all reviews across the web and make better business decisions.
- Publish hotel reviews on the website and on Google and allow positive feedback to influence bookings.
TrustYou empowers companies to earn trust, make better decisions, and ultimately, win.
Find more information on TrustYou and our GX platform on www.trustyou.com.
