Ten years ago, travelers were less likely to consult review sites before reserving hotels. It is now a given that prospective guests undertake adequate research before booking.

Keeping an eye on online reviews from guests will go a long way toward maintaining an excellent online reputation and getting both repeat and new business that brings in money.

Since online reviews have such a significant effect on both the customer and the hotel, it's clear that hotels need to do an excellent job of managing their online reputation and that this will positively affect their revenue.

By reading reviews, potential customers can get helpful information about the property and improve the experience for the guests. They highlight the best features of the hotel and help potential guests decide whether or not to stay there.

Online guest reviews give hotels a unique chance to talk to visitors directly, manage their online presence, and reach their booking or revenue goals by talking to customers. In this blog, we talk about how important feedback from guests is and how to respond to online reviews of hotels.

What are guest reviews?

Guest reviews or Guest feedbacks are the response from guests, which can come in the form of online reviews, guest survey responses, or messages from guests. It can provide information about the customer and guide them to fix any problems they're having.

All guest visits are unique to their expectations and experiences. As valuable as reviews are for travelers, hoteliers and managers find them to be a fantastic resource.

The evaluations that the hotel receives, as well as the reactions to them, are an integral part of its internet visibility. Reviews of hotels and the answers to them can change how desirable the property is, lead people to make assumptions about the quality of the service, and directly bring in new customers.

Discover how to increase hotel reviews to generate more hotel bookings. 

Online reviews are becoming increasingly important for hotels to get more bookings in the digital age we live in now. This is where Quoality comes into the picture. Our customers gets an advantage of knowing what a guest is experience during their stay at the hotel by analyzing their guest sentiments and based on the analysis hotels can make improvements in their services. 

This gives an opportunity to hotels for gaining maximum positive guest reviews which is then posted on their listings for potential customers to view. 

Positive reviews not only make a hotel more visible online, but they also help potential guests trust and believe in the hotel. In this blog, we'll discuss some good ways to get more people to review hotels and book more rooms. 

Encourage guests to leave reviews.

The simplest way to increase hotel reviews is to ask guests to leave a review after their stay. This can be done through email campaigns, in-room signage, or by providing a link to the business's review hotel page on the hotel’s website. Encourage guests to leave honest reviews and let them know their feedback is valued.

Provide excellent customer service.

Providing excellent customer service can go a long way in generating positive reviews. Guests are more likely to leave a review if they feel that their stay was memorable and that the staff went above and beyond to ensure their satisfaction.

Respond to reviews promptly and professionally.

Responding to guest reviews promptly and professionally shows that hotels care about their feedback and are willing to address any concerns they may have had. It's important to respond professionally to good and bad reviews and thank guests for their input.

Monitor reviews regularly

It's essential to watch reviews regularly on TripAdvisor, Google, and social media, among other places. This can help to identify trends and patterns in guest feedback and to respond to reviews promptly. Consider using tools like Google Alerts or social media listening tools to help stay on top of reviews.

Leverage social media

Social media can be a powerful tool for generating reviews and bookings. Think about running campaigns on social media that encourage guests to talk about their stays and leave reviews of hotels. Hotels could also offer discounts or special deals to people who book through social media.

Provide exceptional experiences

Providing exceptional experiences for guests can lead to positive reviews and repeat bookings. Consider offering unique amenities or experiences that set the hotel apart, such as a rooftop bar or guided tours.

Use email marketing to follow up with guests.

After a guest has checked out, consider sending them a follow-up email thanking them for their stay and encouraging them to leave a review. Hotels could also include a direct link to the review hotel page to make it easy for guests to leave a review. Quoality can help in generating easy and real-time links for fast and hassle-free reviews of hotels from guests. 

Use surveys to gather feedback.

In addition to online reviews for hotels, consider using surveys to gather guest feedback. Surveys can be sent to guests after their stay and used to gather more detailed feedback about their experience. This feedback can be used to identify areas for improvement and make changes that will result in more positive reviews for hotels.

Use guest feedback to improve the hotel.

Finally, use the feedback from reviews and surveys to improve the hotel. Make changes based on guest feedback to address any issues or concerns that guests have raised. This will not only help to increase positive reviews for hotels but also improve the overall guest experience and lead to more bookings in the long run.

QR codes

QR codes can be a good way to get more hotel reviews because they make it easy for guests to give feedback quickly. By using QR codes to encourage guest reviews and making the process as easy and quick as possible, you can get more reviews and improve your hotel's online reputation.

What is the importance of hotel reviews for hotels? 

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96% of TripAdvisor users find reading reviews while planning trips and booking accommodations useful.

Guest reviews can be used in many ways to learn more about and improve the guest experience. Most of the time, guests can text hotels or fill out short surveys while they are at the hotel. This kind of feedback lets hoteliers fix problems and make up for lousy service before a guest leaves, which makes clients much happier. There are numerous importance of hotel reviews, which increase ranking and bookings. 

Here are some of the importance of hotel reviews:

• Guest reviews can provide valuable insights into what guests like and don't like about a hotel's amenities, services, and overall experience. This can help hoteliers make informed decisions about where to invest their resources to improve guest satisfaction.
• Reviews on third-party travel websites (such as TripAdvisor or Booking.com) can have a significant impact on a hotel's reputation and booking volume. Many travelers rely heavily on online reviews when choosing where to stay, so it's important for hotels to monitor and respond to these reviews.
• Negative reviews can be especially valuable because they highlight areas where a hotel needs to improve. By addressing these issues, hotels can demonstrate to guests that they take feedback seriously and are committed to providing the best possible experience.
• Guest reviews can also provide insights into trends in the travel industry, such as changes in guest preferences or expectations. By staying up-to-date on these trends, hotels can adapt their offerings to better meet the needs of their guests.
• In addition to traditional surveys and online reviews, hotels can also gather feedback from guests through social media, email, or in-person interactions. By collecting feedback from multiple sources, hotels can get a more complete picture of the guest experience and identify areas for improvement.

10 tips for dealing with guest reviews of hotels

As a business owner, dealing with customer feedback is one of the most critical aspects of the job. This is especially true when it comes to guest reviews, as these can significantly impact the reputation of the business. In this blog, we will explore some tips on how to effectively deal with guest reviews and how hotels can put these tips into practice.

Respond promptly and professionally.

Responding to guest reviews as quickly as possible, preferably within 24 to 48 hours, is essential. This shows that hotels take their guests' feedback seriously and value their input. The hotel’s response should also be professional and polite, regardless of the review's tone. 

For example, if a guest leaves a negative review, the hotel manager could respond with something like, "Thank you for taking the time to leave your feedback. We're sorry your experience wasn't up to our usual standards.  "We want to address your concerns and make things right."

Hotel reviews response templates

• We are sorry to hear that your experience at our hotel did not meet your expectations. We take all feedback seriously and will use your comments to improve our services and amenities. Thank you for sharing your concerns with us, and we hope to have the opportunity to serve you again in the future.

• It's always great to hear positive feedback from our guests, and we're so grateful that you took the time to share your experience with us. We're thrilled that you enjoyed your stay and that our hotel met your expectations. Thank you for staying with us, and we hope to have the pleasure of serving you again in the future.

• Thank you for taking the time to share your experience with us. We appreciate all feedback, whether positive or negative, as it helps us to improve our services and amenities. We hope to have the opportunity to serve you again in the future.

Address specific concerns

When responding to guest reviews, it's essential to address specific concerns that they have raised. This shows that hotels have taken the time to read their reviews and understand their perspective. 

For example, if a guest leaves a review saying that their room was dirty, you could respond with something like: "Thank you for letting us know about the issue with the cleanliness of your room. "We take this very seriously and have addressed the matter with our housekeeping staff to ensure it doesn't happen again."

Apologize and offer solutions.

If a guest has had a negative experience, it's important to apologize and offer solutions to make things right. This could include showing a refund or a complimentary stay. 

Here is a negative review response template: For example, if a guest leaves a review saying that they had a terrible experience due to noise from other guests, this is how to respond to negative feedback with something like, "We're sorry to hear about your experience with noise from other guests." We understand how frustrating this can be and apologize for any inconvenience caused. Please get in touch with us to discuss a possible refund or a complimentary stay.

Thank guests for positive reviews

When guests leave positive reviews, it's essential to thank them for their kind words. This shows that hotels appreciate their customers' business and encourage them to return in the future. 

For example, if a guest leaves a review saying they had a great stay at the hotel, they could respond with something like, "Thank you for taking the time to leave such a positive review." "We're thrilled to hear that you had a great stay with us, and we hope to welcome you back again soon."

Use feedback to improve.

Finally, it's essential to use guest feedback to improve the hotel's business. Please take note of any recurring issues that guests have raised and address them to ensure that future guests have a better experience. 

Personalize the responses

Personalizing the responses is one way to show guests that hotels value their feedback. Use their name in the response and reference details from their review to show that the review was read and understood. 

For example, if a guest mentions in their review that they are celebrating a special occasion, the hotel could respond with something like: "Dear Sir or Madam, thank you for choosing to celebrate your special occasion with us."  "We're thrilled to hear that you had a great stay, and we hope to welcome you back for your next celebration!"

Keep the tone consistent.

It's essential to keep the same tone throughout the responses to guest reviews. This can help establish the brand's voice and personality and make the answers more recognizable to guests. 

For example, if the brand has a playful and friendly tone, it could respond to reviews in a lighthearted style and use emojis to convey the message.

Learn from positive reviews too.

While negative reviews may highlight areas for improvement, positive reviews can be just as valuable in helping understand what hotel guests appreciate about the business. Please note what guests praise in their studies and use this feedback to reinforce these positive aspects of  business.

How to respond to positive and negative hotel reviews? 

Here are some of the points hotels should consider when deciding how to respond to a negative review of hotel, as well as a positive one: 

How to respond to a positive reviews of hotel?

Modern clients appreciate personalized responses. Positive reviews should be unique, honest, and accurate to the guest's experience. Hotels don't have to respond to every positive review, though. To tailor the response, address the reviewer by their name or screen name.

Add a signature line to the response. The signature could name a specific manager or "guest service personnel," depending on the preference.

Using "we" in favorable reviews suggests a sense of camaraderie within the hotel. When responding to lousy feedback, comments that start with "I" may be better because they show personal ownership and a desire to improve. Here are some of the ways on what to say in a good review - Greet the customer, be polite and humble, and offer some discount or benefit. 

Template for responding to positive hotel reviews

• Thank you so much for taking the time to leave us such a kind review! We're thrilled to hear that you enjoyed your stay with us and that our hotel exceeded your expectations. It was a pleasure having you as our guest, and we hope to have the opportunity to welcome you back in the future.

• We are so glad to hear that you had a wonderful stay with us! Our team works hard to provide exceptional service and amenities, and we're thrilled to see that reflected in your review. Thank you for choosing our hotel, and we hope to see you again soon.

• It's always great to hear positive feedback from our guests, and we're so grateful that you took the time to share your experience with us. We're thrilled that you enjoyed your stay and that our hotel met your expectations. Thank you for staying with us, and we hope to have the pleasure of serving you again in the future.

• Your glowing review means the world to us! We're so pleased that you had a fantastic stay with us and that our team was able to make your visit memorable. Thank you for your kind words, and we hope to have the opportunity to welcome you back soon.

• We are delighted that you enjoyed your stay at our hotel! We strive to provide a comfortable and welcoming experience for all of our guests, and we're thrilled to see that reflected in your review. Thank you for choosing our property, and we look forward to seeing you again in the future.

How to respond to a negative review of hotel?

Be respectful, professional, and empathetic. If a guest spends time writing a bad review of their stay, it is because they want to be heard. Being patient and considerate is one of the best ways on how to respond to a negative review of hotel. 

Appreciate their experience, accept responsibility for any problems that emerge, and urge them to contact the property for a more in-depth discussion of their stay. This helps build a personal relationship with the guest, shows that the hotel is not afraid of being held accountable, and sets the stage for better interactions in the future. A follow-up phone call or face-to-face interaction with an unsatisfied guest might transform them overnight into the "best guest."

Template for responding to negative hotel reviews

• Dear [guest name],

Thank you for sharing your experience with us. We are very sorry to hear that we did not meet your expectations during your stay. We take all feedback seriously and are constantly striving to improve our guest experience. Please know that we will be taking steps to address the issues you have raised, and we hope that you will give us another chance to exceed your expectations in the future.

Sincerely, [Your name and title]

• Dear [guest name],

We are sorry to hear that your recent stay with us did not meet your expectations. At [hotel name], we pride ourselves on providing exceptional service and a memorable experience for our guests, and it appears that we fell short during your visit. Please know that we take all feedback seriously, and we will be working to improve in the areas you have highlighted. We hope to have the opportunity to welcome you back and show you the improvements we have made.

Best regards, [Your name and title]

• Dear [guest name],

Thank you for taking the time to provide feedback about your stay with us. We are sorry to hear that you did not have a positive experience. We take all guest feedback seriously, and we will be taking steps to address the issues you have raised. We appreciate your comments and hope that you will give us the chance to exceed your expectations in the future.

Sincerely, [Your name and title]

• Dear [guest name],

We are disappointed to hear that your stay with us did not meet your expectations. At [hotel name], we strive to provide excellent service and a memorable experience for all of our guests, and we apologize that we fell short during your visit. We take all feedback seriously and will be using your comments to improve our guest experience. We hope that you will consider staying with us again in the future so that we may have the chance to provide the service you deserve.

Best regards, [Your name and title]

• Dear [guest name],

We apologize for the inconvenience you experienced during your stay with us. We take all guest feedback seriously and will be addressing the issues you have raised to ensure that we continue to provide the high level of service our guests have come to expect from us. We appreciate your feedback and hope that you will give us another opportunity to exceed your expectations in the future.

Sincerely, [Your name and title]

Common online platforms where guests can leave hotel reviews  

Today's travelers may explore hotels online and share their experiences on various social media channels. To get as many reviews as possible, make a profile for hotel property on the most popular review sites and keep it current. There are several well-known websites where visitors can post hotel reviews. Some popular platforms are: 

1. Trip Advisor - One of the biggest and most well-known travel review websites in the world is TripAdvisor.
2. Booking.com - Popular booking website Booking.com allows visitors to post reviews following their stay.
3. Expedia - Expedia is a well-known booking website that enables post-stay visitor evaluations.
4. Google - Google Hotel Reviews is a website where customers may rate companies, including hotels. Google Hotel Reviews is one of the best platforms to post hotel reviews. 
5. Yelp - Yelp is a website where customers may post reviews for various establishments, including hotels.
6. Hotels.com is a well-known booking website where visitors can post reviews after their stay.
7. Agoda - It is a booking website that enables visitors to provide evaluations following their visit.
8. Facebook - On hotel company pages on Facebook, users can post reviews.
9. Trivago is a website for finding and reserving hotels that also enables guest reviews.
10. Orbitz - It is a website for bookings that enables customers to provide reviews after their visit.
11. Hotwire.com is a booking website where visitors can provide reviews following their stay.

Conclusion

Online guest reviews play a crucial role in the success of any hotel. People initially see it when they do a Google search for hotels. They'll boost the hotel business's popularity, resulting in more reservations and happier guests. Getting more five-star ratings online should be a top priority to increase the hotel's revenue.

Dealing with guest reviews of hotels can be challenging, but it's essential to running a successful business. Make sure the business has a good reputation and keeps getting new customers by responding quickly and professionally, addressing specific concerns, apologizing and offering solutions, thanking guests for positive reviews of the hotel, and using feedback to improve.