Managing your hotel’s online reputation management is no easy task. With so many factors such as OTAs, social media channels, and third-party review sites contributing to how guests view you, staying on top of them all can be a challenge.
But it’s a challenge all hoteliers face. As TripAdvisor notes, 79% of their users will read at least 6-12 reviews before choosing their hotel, so you need to ensure you are crafting and cultivating your online reputation management to capture guests as they search and book their travel.
In order to help make the task a bit more manageable, we at Sojern have highlighted six steps you can take today to manage your hotel’s online reputation management.
Responding to negative reviews can have a huge impact on your hotel’s online reputation management.
In our blog on managing negative guest reviews, we outline a three-pronged approach for doing just that:
Time is of the essence—respond within 48 hours of a review.
Remember, they’re still a valued guest—be respectful and do your best to listen in an open and positive manner.
Reach out—if possible, take action and address the guest's complaint or concern.
Keep in mind; that not all reviews need a response.
According to one Cornell University study, responding to 40% of reviews is effective in helping your guests and your bottom line. Anything more has diminishing returns.
With 67% of consumers admitting they use a company’s social media channel for customer service, you need to have a strong social presence.
Want help getting social media savvy?
Check out our Blog on A complete Social Media Strategy for Hotels
Set up Google Alerts for your property’s name, area, or keywords you know guests use to describe you.
Then you get new comments about your property delivered straight to your email.
This will save you loads of research time and lets you get straight to work resharing the good news or responding to anything negative.
What’s better, INNsight’s tool elicits feedback and reviews for your website, so that you can proactively build out your online reputation management.
Nowhere, but on your own website, is your reputation set the clearest and strongest.
Getting guests to book directly on your website is one of the best ways to manage your online reputation management, as well as your bottom line.
We ensure that your business is represented online and every guest review is heard.
It is highly important to assess and address feedback from each of your guests, so our professional US Based/English Proficient Content Writers Reply to Every Online Review (Good or Bad) Within 48 Hours.
INNsight will actively manage and improve your online reputation and respond to reviews on popular reputation platforms.