Lucy and her family are traveling to your area for a fun, relaxing vacation. Before they can depart, they have to make all their travel arrangements. Since Lucy has never been to your area, she decides researching hotels online will be her best option for finding an enjoyable place to stay.

1. The Complete Guide to Hotel Reputation
Management
Lucy and her family are traveling to your area for a fun, relaxing
vacation. Before they can depart, they have to make all their travel
arrangements. Since Lucy has never been to your area, she decides
researching hotels online will be her best option for finding an
enjoyable place to stay.
She compares reviews on the popular website TripAdvisor. Lucy
decides to make reservations and spend her money at a well-liked
and highly reviewed hotel online.
So the question stems, did she make her reservations at your hotel?
If your hotel strives to succeed in Hotel Reputation Management,
there is a good chance she picked you!
HotelReputationManagementIsVitalinAchieving
Success
If you want to run a successful hotel, then you must understand
hotel reputation management. So, what exactly is reputation
management for hotels? It is the supervision and inspiration of your
hotel on the Internet.
If someone like Lucy goes to a search engine and types in hotels in
your area, review sites and even blogs will pop up with a list of
places for her to stay. Would she see your hotel? And would she
decide to stay as your guest?
Reputation management is a unique aspect of the hospitality
industry because not many other trades are as contingent on their
online reputation for business. Think about it…all over the world,
people are choosing their destinations for a business trip, vacation,
major event, etc.
Guests are leaving their homes and comfort zones looking for a
secure and welcoming place to stay. And in the 21 century, the
Internet is often the first place they turn to for recommendations.
If you want to run a successful hotel and desire to see a steady flow
st
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2. Internet is often the first place they turn to for recommendations.
If you want to run a successful hotel and desire to see a steady flow
of business walk through your doors, you have to understand and
succeed in reputation management for hotels.
Chances are, many of your customers have seen your online reviews
and take them seriously. Many of them have either chosen your
place because of others positive comments; or on the contrary, the
hotel down the street gained guests that would have stayed with
you had you of better monitored your reviews.
OnlineReviewsTellYouMoreThanaTraditional
GuestSurvey
If you think saying the majority of guests decide on a hotel based on
reviews is extreme, consider these numbers from a TripAdvisor
survey: 53% of guests will only book a hotel with reviews from
previous guests and 93% of people say reviews are important to
them. Do you hear that…93% of your guests take value and
importance in reviews! So what can online reviews do for your
business? Think about it. Let it sink in.
Do you have mostly positive reviews? Or does your property need
improvement? As Lucy scrolls through her options of lodging in her
area, there is an 80% chance she will read at least 6-12 reviews
before she makes a decision and books a hotel.
With such high statistics from consumers claiming reviews are
important to them and listen to what others have to say, it is vital in
todays market to stay relevant online and consistently monitor all
review sites.
YouHavetoKnowWhatIsBeingSaidAboutYour
HotelAtAllTimes
You probably have a profile or perhaps even a few on different social
media platforms and review websites, be sure to keep those active
and up to date. There is nothing worse than when a potential guest
goes to your Facebook page or yelp page and finds outdated
information and even comments from others and you haven’t
responded to. Be sure to only create profiles online if you the time
and resources to attend to them.
Reputation Management goes beyond the property, it is about
managing the overall customer experience. When you have multiple
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3. Reputation Management goes beyond the property, it is about
managing the overall customer experience. When you have multiple
guests in and out of your door on a daily basis, it becomes nearly
impossible for you to ask all of them face to face what they thought
of their stay: what went well and what needed improvement. Many
people want to be heard and want others to know their thoughts on
their visit with you.
This is where an online platform comes in handy to the guest. In fact,
customers are more likely to complain on a review platform than to
the front desk or hotel manager.
Don’t just monitor your reviews, interact with them and truly take
them seriously. When someone leaves a positive review, thank him
or her and invite them back. In your response, it’s always helpful to
reiterate an aspect of it back to show you are listening.
Take note of what is being done well. If a staff member is specifically
named, praise them and let them know their hard work is being seen.
This will encourage them to continue working hard in order to make
guest experiences’ pleasurable.
InteractingwithCommentsIsImperative
When negative reviews are written about your property, it is crucial
you don’t brush them off or let them see you sweat or get angry. You
need to respond with empathy and thoughtfulness. Dealing with
comments needs to be dealt with in a timely manner. Here are some
important guidelines to remember when a negative review is posted
about your hotel:
-The customer is always right: Even when they are wrong…others
are reading their review and want to see their experience. Begin
your comment on their review with an apology and the
acknowledgment a mistake was made.
-Understand they commented for a reason: Most people don’t
typically go out of their way to make a negative comment for no
reason. They probably feel they are justified for being upset.
Validate them and remember others are watching your response.
-Always stay upbeat and optimistic: Transparency in your business
is important and by staying optimistic that the issue can be
resolved, people will put more faith in you.
-Never get defensive: If need be, take a moment to calm yourself. If
you go on the defensive, readers will be deterred from your business
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4. you go on the defensive, readers will be deterred from your business
and it will endorse your hotel as unfriendly.
-Correct facts, not opinions: By telling the customer their opinion is
wrong, you are simply belittling the guest and making your hotel
unattractive to potential customers. Focus on the facts instead.
-Be cool and collected: Staying professional with a touch of
compassion can take you a long way.
-Turnitaround: By responding, you have the opportunity to
highlight your strengths.
-Own the issue: Don’t be afraid to admit your hotel made a mistake.
The customers don’t expect perfection, but they will have a better
response to you when you use a little humility.
-Share what has been done to avoid future mistakes: Format a plan
and attack the issue at hand.
-Let them know you are available: Open the door of communication
by giving them an email or phone number they can call to personally
resolve the issue.
-Don’t use a template for responses: Guests will see through that in
a matter of moments and find it insulting you chose not to take the
time to make them feel heard and important. Instead, take a couple
extra moments to read and understand what the individual is saying
and properly respond to each complaint or complement. It will take
a tad more effort, but it will show you have high standards and value
each guest. Reviews can become your worst enemy or your best
friend. You have to make the proactive choice to let them impact you
in positive way, even negative reviews. Most people reading reviews
of your hotel will not expect 100% positivity. We live in a world of
imperfection and guests don’t expect your business to be perfect. (In
fact, some people will get suspicious of all positive reviews.) Do take
note that 66% of users on TripAdvisor said they ignore extreme
reviews. What guests want to see is great customer service, that
means acknowledging when a mistake is made and promptly and
efficiently addressing it.
ReputationManagementForHotelsIsPointless
WithoutAction
Without reviews, your business doesn’t have the chance to improve.
Even if you think you are the best, there is always room for
improvement. With the attitude that you cannot get better, you will
fail. Reviews tell you where to improve. The guests have a different
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5. improvement. With the attitude that you cannot get better, you will
fail. Reviews tell you where to improve. The guests have a different
perspective than anyone working in the hotel.
They are a stranger to your business and by simply experiencing it as
a customer, they can see areas of weakness or strength that you may
be blind to. There is no sense in seeking success in the hotel industry
if you refuse to listen to guest experience. You may truly believe you
are doing a fabulous job, but your guests may have a different
opinion. Use TripAdvisor to your advantage and keep striving to get
better.
You exist for the public’s use and you want guests to keep coming
back; and you want them to write positive reviews on sites like
TripAdvisor and to recommend your lodging facility to friends and
family. The more the reviews and the better the reviews, the more
business through your door. The more you participate and respond
in the reviews, the better you look to the public, and once again, the
more business through your door. The website TripAdvisor plays a
key role in reputation management for hotels. It is the largest and
most visited website for world tourism. You are not simply selling a
hotel; you are selling an experience.
If guests wanted just another hotel, they wouldn’t bother with
review sites like TripAdvisor; however, the majority of travelers
want a memorable experience and thus, making websites like
TripAdvisor thrive. You have to go above and beyond in the world of
customer service, food, atmosphere, cleanliness, etc. when it comes
to running a successful hotel. Without this kind of success, you will
not get positive reviews and this can actually affect your revenue.
AlwaysRememberYouAreinBusinesstoKeep
Business
It is becoming a known fact that guests are willing to spend a little
more and stay in a different location if the reputation and online
reviews for a hotel are highlighted in such a way they can’t resist
booking their stay with you.
Guests are looking for an experience and they don’t want to waste
their hard earned money. By putting an extra effort into a fabulous
guest experience, the great reviews will come naturally. And when
there are negative comments to be made, remember to take it
seriously and don’t be afraid to adjust how your hotel runs to better
please the customer.
It cannot be reiterated enough, online reviews management is the
most important aspect of your hotel image! You have to be in the
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6. It cannot be reiterated enough, online reviews management is the
most important aspect of your hotel image! You have to be in the
loop of what guests are saying about you and where they are saying
it. The world will be able to tell if you are proactive and care about
your guests’ experience simply by your hotel reputation
management.
UseReviewstoHelpYourHotelEvolve
TripAdvisor also says that 80% of visitors to their site depend on the
most recent reviews in making a booking decision. You have to stay
proactive. Don’t look to collect reviews for a certain amount of time,
but be continuously looking for what guests have to say. With
response to recent reviews, you are staying relevant and potential
customers have more confidence in your hotel.
Don’t just find satisfaction in guest reviews on sites like TripAdvisor,
it is imperative you interact with the reviews as previously
mentioned. Possible future guests reading reviews also look for
personal interaction from the hotel, this can actually help them
make a booking decision.
TripAdvisor states 68% of people polled made a final booking
decision on similar properties because of the hotel’s personal
responses to reviews. That is a lot of revenue coming in your door
for simply responding to reviews!
IncreaseRevenuewithReputationManagementFor
Hotels
Handling negative reviews can be tricky because the whole world is
watching you. Imagine, Lucy has clicked on your hotel page on
TripAdvisor and is reading through the most recent reviews.
Some are positive, but there are a few reviews where the guest
claims to have had a bad experience for one reason or another. Lucy
will become concerned, but looks to see if the hotel acknowledged
them.
Thinking through her list of concerns, she first asks did you respond?
And if so, what did you have to say? If you answered in a manner that
showed respect and professionalism, especially apologizing, you
have a greater chance of gaining Lucy’s business, as she likes your
authenticity and transparency.
Gaining Lucy’s business means increased revenue. She may have a
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7. authenticity and transparency.
Gaining Lucy’s business means increased revenue. She may have a
great stay with you and decide to write her own review and even
personally recommend your accommodations to friends and family.
So in summary, by your response to both positive and negative
reviews online, you gain Lucy’s trust and she books with you.
She has a positive experience and writes her own reviews and tells
others to stay with you. New guests make reservations because Lucy
appreciated your response to your hotel reviews on TripAdvisor.
This is cause and effect where revenue can increase.
With the existence of sites like TripAdvisor, the way hotels operate
is changing. With every new review, your hotel has a better idea of
what is working and what needs adjustment.
Sites like TripAdvisor are actually allowing for you to be in a better
position to make or adjust policies, amenities, and services, even the
retraining of employees based on guest reaction. Customers are
talking and the hotels willing to listen are moving in the direction of
success! If you decide to be an attentive hotelier, you are setting
your hotel up for increased revenue and happier guests.
StayonTopofYourOnlineReputationAtAllTimes
You have to monitor your reviews 24/7 in order to know what is
being said at all times. You never know when a guest could have a
complaint or even praise. With the popularity of the Internet and
face-to-face interaction decreasing in today’s world, people often
turn to the World Wide Web for their voice to be heard. It is up to
you to monitor and respond in a timely manner.
The main goal of customer service, creating a happy guest (one who
will return and tell others of their wonderful visit with you), hasn’t
changed. It’s the method in reaching that goal that has transformed
to meet the 21 century. And if you want to meet the desires of this
world, you have to have a successful hotel brand management
program.
Once you have effectively established your hotel reputation
management, it can sustain itself with constant looking after. It will
take a lot of effort, but you can make your hotel easy to find and a top
result when searching for accommodations in your area. You have
one chance to make a positive impression on potential guests
searching the Internet for a place to stay, so make it count and
convince travelers to book your hotel.
st
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8. convince travelers to book your hotel.
TripAdvisorIsTheNumberOneDestinationReview
Website
There are many review sites online, from social media to personal
blogs to yelp, guests have an easy platform to review or comment on
your hotel and services. But there is one that beats out all the others
when it comes to most trusted: and that is TripAdvisor. Building a
healthy profile full of positive reviews can boost your hotel and even
bring in tourists from around the world.
TripAdvisor is leading the way in travel websites and brings in the
most traffic when people are looking to do research on
accommodations. By understanding the value of TripAdvisor, you
can better attend to any comments on the site, constantly update
your profile and encourage satisfied customers to leave a review on
TripAdvisor. You have to understand the importance of TripAdvisor
if you want to succeed in Reputation Management.
The Internet is open all day and night, which means reviews and
comments can be written about your hotel at all hours. It can quickly
become overwhelming, if not impossible to keep up with all the
websites your hotel is mentioned on by guests.
New sites are constantly coming into existence, making the tracking
of comments and reviews very difficult. In order to keep up with the
extensive list of travel and review sites (even social media sites), it is
highly recommended you invest in some hotel reputation
management services/software.
InvestInHotelReputationManagementSoftware
andServices
Does it sound too extensive to monitor your reviews 24/7?
RenegadeWorks is a great, affordable sight you can join to help you
stay on top of your hotel reputation management.
RenegadeWorks helps hotels like yours improve customer
experience. Frictionless surveys capture feedback at multiple
business-customer integration points including website, point-of-
sale, email, social media, mobile and offline.
RenegadeWorksCanHelpImproveYourGuest
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9. RenegadeWorksCanHelpImproveYourGuest
Experience
RenegadeWorks is a 3-step process to increase your positive
comments and reviews on sites like TripAdvisor. So how does it
work?
Step 1: We will direct your guests to a quick 15-second survey with
the option of additional comments.
Step 2: Customers are segmented into detractors, passives and
promoters from survey results.
Step 3:Promoters are invited to leave a review on sites like Yelp,
Google, Facebook and TripAdvisor. Passives are invited to connect
on social media. And detractors submit feedback privately to
management for follow up.
With RenegadeWorks, you can catch negative comments before
they are posted all over the Internet. Wouldn’t it be best to enhance
a guest experience before they degrade your image? There are
additional features to RenegadeWorks you won’t want to miss out
on. Like the personalized dashboard that will display reviews from
all different review sites, such as TripAdvisor, Google, Yelp and
Facebook.
With all your reviews in one place, imagine how much easier it will
be to know what is being said about your hotel at all times. All you
have to do is make an account with RenegadeWorks to better
enhance your hotel reputation management. We invite you to give
RenegadeWorks a try. You can sign up today for a Free Demo. You
only have guest experience to improve and more revenue to gain
with RenegadeWorks!
Request Demo & Custom Quote »
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