Guest reviews are essential for any hotel. They help build trust, influence booking decisions, and improve your online reputation. Encouraging guests to leave reviews doesn’t just boost your visibility—it provides valuable feedback that can enhance your services.
If you’ve been wondering how to inspire guests to share their experiences, this guide will cover proven strategies to encourage guest reviews.
Why Guest Reviews Matter for Hotels
Guest reviews are more than just testimonials—they’re a critical factor in your hotel’s success. Potential guests often rely on reviews to make booking decisions. In fact, a majority of travelers trust online reviews as much as personal recommendations.
Benefits of Guest Reviews
- Increased Bookings: Positive reviews attract new guests, while a high volume of reviews builds trust.
- Improved Reputation: Engaging with reviews shows you value guest feedback, which strengthens your reputation.
- Better SEO Rankings: Active review management can improve your visibility on platforms like Google and TripAdvisor.
- Valuable Insights: Feedback from reviews helps identify areas for improvement and highlights what guests love most.
Making it Easy for Guests to Leave Reviews
One of the best ways to encourage guest reviews is to simplify the process. Many guests are willing to leave feedback but don’t know where to start.
1. Send Post-Stay Emails
A follow-up email after checkout is an effective way to request reviews. Keep it short, friendly, and include direct links to review platforms like Google, TripAdvisor, or Booking.com.
2. Provide QR Codes
Place QR codes in high-traffic areas, such as the lobby or rooms. Scanning the code should take guests directly to your preferred review platform.
3. Use In-Room Collateral
Place cards or signs in guest rooms encouraging reviews. Highlight the importance of their feedback and how it helps improve your services.
Timing is Everything
When you ask for reviews matters. Guests are most likely to leave reviews when their experience is fresh in their minds. Request feedback:
- At Checkout: A simple request at the front desk can make a big impact.
- Via Email Shortly After Departure: Send follow-ups within 24-48 hours of their stay.
- During Their Stay: Yes we mentioned encouraging a review at departure, but most guests are rushed as they are checking out. We highly encourage your leadership team to create a culture of engaging the in-house guests using your public spaces. Remember, your team is the host of the party, so float through the lobby, greet your guests, make sure they are comfortable, and invite a review.
Creating a Memorable Guest Experience
Guests are more likely to leave positive reviews when their experience exceeds expectations. Here’s how to create moments worth reviewing:
1. Personalize Their Stay
Use guest preferences to tailor their experience. For example, offer a special note or treat for guests celebrating milestones like birthdays or anniversaries.
2. Solve Issues Quickly
Addressing problems promptly can turn a negative experience into a positive one. Guests appreciate proactive solutions and often reflect this in their reviews.
3. Exceed Expectations
Add small touches that surprise and delight guests, such as complimentary snacks, welcome drinks, or personalized thank-you notes.
Incentivizing Guest Reviews: Do’s and Don’ts
While it’s tempting to offer incentives, it’s important to follow platform guidelines to avoid penalties.
Do’s
- Encourage feedback and make those efforts all-inclusive.
- Highlight the benefits of leaving feedback, such as contributing to service improvements or helping other travelers.
Don’ts
- Never offer discounts or freebies in exchange for positive reviews. Platforms like TripAdvisor and Google prohibit this practice and may penalize your property.
Responding to Guest Reviews
Responding to reviews is a vital part of the review management process. Whether the feedback is glowing or critical, engaging with reviews demonstrates that you care.
How to Respond
- To Positive Reviews: Thank the guest for their kind words and mention specific aspects of their feedback.
- To Negative Reviews: Apologize sincerely, address the issue, and offer a solution. Always keep responses professional and courteous.
Leveraging Technology for Review Management
Technology can simplify the process of managing and responding to guest reviews. Tools and services like those offered by The Reputation Lab can help your hotel streamline its approach.
Why Choose The Reputation Lab?
- Comprehensive Monitoring: Stay updated on guest reviews from platforms like TripAdvisor, Google, and Booking.com.
- Thoughtful Responses: Ensure every review receives a personalized and professional reply.
- Insights and Analytics: Use guest feedback to identify trends and improve services.
- Reputation Enhancement: Strengthen your hotel’s online presence to attract more bookings.
With expert support, you can focus on delivering exceptional guest experiences while we manage your reviews.
Measuring the Success of Guest Review Strategies
Track your progress by monitoring:
- Review Volume: Are more guests leaving reviews over time?
- Review Sentiment: Is the tone of feedback improving?
- Ratings: Are your average star ratings increasing on key platforms?
- Engagement: Are guests responding positively to your efforts to engage with them?
Use this data to refine your strategies and continuously improve your review process.
Building Stronger Relationships Through Guest Reviews
Encouraging guests to leave reviews is about more than boosting ratings—it’s about building trust and creating meaningful connections with your audience. By making the review process easy, providing excellent service, and engaging with feedback, your hotel can enhance its reputation and attract more bookings.
For expert guidance in managing your guest reviews, partner with The Reputation Lab. Our comprehensive reputation management services ensure your property shines online and leaves guests eager to return. If you are interested in learning how a reputation management strategy can benefit your business, we invite you to email us via our secure contact form to set up a no-pressure consultation or call us at 855-979-6800.
