If you’ve come across this article, it’s because you’re still asking yourself this question! Are guest reviews really that important?
In the hospitality industry, guest reviews will help you differentiate yourself and most importantly attract new guests. Indeed, according to a recent study, “90% of internet users read online reviews of a hotel establishment and 70% say they are influenced by establishment ratings.”
As you can see, it is essential to gather guest reviews to boost your sales and the reputation of your establishment.
How to Ask Your Guests to Leave an Online Review?
Asking for guest reviews in the hospitality industry is essential! Because guest satisfaction is at the heart of our concerns, we must respond to our guests’ expectations. First, these reviews will let you know if their stay went well, and second, they allow you to constantly improve.
Moreover, if you offer your guests an exceptional experience, they can recommend you to their friends and family.
To request reviews from your guests, several options are available:
- Ask them directly to leave a review at the end of their stay
- Use your social media to ask guests to express their satisfaction about their stays
- Send them an email or SMS during and after their stay. By the way, Utelys can help you by automating this message sending. This way, you always maintain contact with your guest and build a bond of trust.
How to Collect Positive Reviews?
Online reviews are important, but positive reviews are even more so.
Indeed, “an unhappy guest will talk about their experience 4 times more than a satisfied guest.” Internet users pay more attention to negative reviews, and this will influence their purchasing journey. Therefore, convert dissatisfied guests into satisfied ones during their stay and encourage them to leave you a positive review.
The Right Moment to Send a Request
You should know that the timing of when you ask your guest to leave a review is really important. You can send them an email directly asking for their feedback.
The best approach is to reach out when they are most satisfied with your service. This could be at the end of their stay, for example. But for this, you need to have provided impeccable service and met their expectations.
A High-Performing Guest Service
It is your duty to offer your guests a quality guest service.
It is even a prerequisite for collecting guest reviews and is essential for ensuring guest satisfaction. When your guests stay at your establishment, they expect to live a unique experience. Stand out by creating a scent ambiance in your establishment, for example! Your guests will identify you with that scent and remember you for a long time.
How to Request a Google Review?
You can request guest reviews directly through your Google My Business listing. If you don’t have one yet, we strongly recommend creating one!
These reviews will appear on your listing alongside your Maps listing and in Google search results. They will therefore be much more visible than on your website.
From your Google My Business account, you can directly send a share link to your guests. This link will make it easy for your guests to leave an online review of your establishment. Encourage your guests to open this link to maximize your reach and positive reviews.
Internet users will see a preview of guest reviews when they search for your establishment on the search engine. This will encourage them to book with you!
What If I Don’t Have a Google Account?
If your guests don’t have a Google account, they won’t be able to leave a review on your listing. However, you can encourage them to create one. The link you send for leaving a review will invite them to create an account.
There are other alternatives to Google My Business. Indeed, you can ask your guests to leave a review on your Facebook page if you have one, or to send you an email with a review that you will share on your website.
Why Respond to Positive Feedback?
It is important to respond to a review even if it is positive. Your guest took the time to write a review about you — in turn, you should take the time to respond.
First, they will feel valued, but it will also help strengthen the relationship with them, and you can then build their loyalty.
When you respond to a positive review, you increase the exposure and reach of these comments. It is advisable to prioritize reviews from Google. The search engine will highlight them and always give priority to reviews from its platform, especially if you respond to them!
But that’s not all! By responding, you greatly increase your chances of building guest loyalty.
How to Respond to These Reviews?
Thank Your Guest
Your guest takes time to write a review. It is essential to thank them in the first part of your response. Show them that their reviews matter enormously to you. They allow you to improve and always maintain an optimal guest experience.
Personalize Your Response
Every response to reviews should be personalized. Don’t copy and paste a pre-made response. Take the time to craft each response yourself. Show them that you are not robots and that the guest is indeed communicating with a real person.
Always keep in mind that guest reviews will help you attract new clientele. Ensure the quality of your welcome and offer your guests a unique experience. At the end of their stay, encourage them to leave an online review to boost your online reputation.
