Getting great reviews from guests who stay in your hotel or B&B is vital, as these days most visitors will make their booking online, and even those who may not be actively looking for reviews from previous guests cannot help but read published negative reviews, as they are usually displayed prominently on the booking site page. While it is very like true you can never keep 100% of the people happy 100% of the time, there are several things you can do to help improve your hotel or guest house reviews.
1. Be sure you or your staff greet your clients in a friendly and formal manner. First impressions are very important, and there is nothing worse than being attended to by a receptionist who acts as though they would rather not be bothered with booking you in, or who is chatting with another member of staff leaving you and your party waiting in limbo after a long journey to get to the hotel.
2. Make sure the rooms are spotless. Cleanliness is high on just about every guest’s list, and although it is sad to say, many guests will go out of their way to find a part of the room that may not have been cleaned to a high standard just so they can make a complaint. Even those who are not so finicky will most certainly leave a negative review if they feel the room has not be cleaned properly.
3. Keep the furniture in the room in perfect condition. If an item becomes scratched or shows signs of wear and tear,
do your best to fix it. A skilled handyman or carpenter can do miracles in covering even very deep scratches, and this is cheaper than replacing items; but in the event they cannot disguise damage, replacing furniture works out less costly in the long run than a bunch of negative reviews. I recommend Contract Furniture Specialists, who offer a bespoke design and installation service for replacing furniture and soft furnishings. If all the rooms in your hotel could do with a makeover, you might like to think about boutique hotel furniture, and decorate each room in it’s own unique style- something which typically solicits great positive reviews, as guest love to have the option of a themed room!
4. Put extra effort into the dining experience. Even if guests are only booked in for bed and breakfast, you will see on booking sites nearly every review both positive and negative mentions the food. Take care of the fine details – don’t leave hungry guests waiting; food should be served hot where appropriate, as opposed to lukewarm; if you serve meals buffet style, make sure supplies are kept topped up, and of course waiting staff should be cheerful and smartly dressed.
5. Encourage your guests to leave reviews – research shows that unhappy customers are more likely to leave a review than those who are entirely satisfied with their experience. You can greatly increase the number of reviews left by giving guests a card when they leave reminding them to leave a review, while at the same time offering some sort of incentive for doing so. This could be 10% of their next booking, or a drink on the house they are welcome to enjoy whenever they are passing. Most will never take you up on your offer, but the fact you offered will be appreciated and entice most people to leave a review.
Taking pride in your hotel and the service you offer may be hard work and involve some expense, but you can be sure of an excellent return on investment once the positive reviews start rolling in. Always remember just a few poor negative reviews could destroy your business almost overnight.2016-02-17