Tag Archives: TripAdvisor

Do you dread reading your online reviews?

Love them or hate them, online reviews do get read and will influence prospective customers. Sadly statistically people are more likely to be prompted to post a review if they’ve a bad experience than when they’ve had a good one. So aim to redress this balance, by encouraging as many of your guests as possible to post reviews, so you get the good ones as well as (hopefully only occasional) bad ones.

Display your confidence by encouraging your guests and website visitors to link to TripAdvisor. One of the easiest things you could do is to put a link from your website, and on your post stay e-mails, and prompt people who have enjoyed their stay to post a review.

It’s considered unethical to offer incentives, such as room discounts, in exchange for positive reviews. But the least you can do is show people you appreciate the feedback (good or bad) by responding quickly to the feedback you receive. Register with TripAdvisor so that you can monitor your reviews by receiving notification. A quick thank you in acknowledgement might be all you need for a positive review or feedback.

With negative feedback it’s important to show that you have looked into the situation and taken things on board. Feedback that you feel is unjustified can be frustrating, but the way in which you handle this will reflect on your professionalism and reputation, so deal with it in a constructive way. By asking them to phone you provides an opportunity for you to get more detail and having a better chance of resolving the situation.

Don’t be too concerned about the occasional negative comment. This demonstrates authenticity of the content and in some cases can actually help to highlight the type of hotel you are. For example, if you have a comment that the hotel is not child friendly, this may be seen as a positive for some potential guests.

Watch out too for feedback through Facebook, Twitter and other social media sites so you can respond accordingly.

Caroline Cooper

Download the full article on Making the Most of your Feedback and Reviews and other free articles

Talk to your guests

Simply relying on questionnaires or a visitor’s book when your guests leave is not only impersonal, but is  leaving it a bit too late to get feedback if things weren’t perfect.  You need to talk to your guests throughout their stay.

Face-to-face feedback will always be the most effective and ideally we need to get feedback before it’s too late to do something about it. If what you have provided fails to meet expectations you’d rather know about it before the guest leaves so you can resolve it, rather than waiting for them to put their comments on TripAdvisor.

As well is asking at the end of each course, the meal or their stay, be observant and look out for signs that things aren’t right or that someone wants to get your attention. For example if a diner has hardly touched their steak but eaten everything else that might suggest there was a problem with the steak. Or you hear a guest complaining about the temperature of their room to others in their party; this probably suggests something that needs investigating.

Being visible in your hotel or restaurant, and making contact with your guests builds rapport and trust. Once you’ve gained this you’re in a far better position to gain valuable feedback first hand.  The same goes for your staff too, so encourage them to talk to your guests. Give them the appropriate training to ask for feedback in the knowledge that they are confidence to deal with feedback – good or bad – in a positive way.

Bare in mind your guests will tell you things that they wouldn’t feedback to your staff, and vice versa.  So ask your staff what feedback they have received, and listen to their ideas on how to make improvements and how to capitalise on positive feedback and your strengths.

Tomorrow we’ll discuss how to ask for feedback. Or download the full article here (log in or sign up required)