Return to our Home page Search
Click here for the hotel and hospitality news from around the globe Hotel, Travel and Hospitality Articles Videos and in-depth Interviews
Read more now
Read more now
Read more now
How to Improve Your Online Reputation in 4 Steps.
By Rochelle Castillejos
Friday, 25th April 2014

Do your feelings get hurt when you read one of these on TripAdvisor?

Nowadays, there are many people writing negative reviews, hiding behind the anonymity of the internet, not even providing constructive criticism, and you might be feeling powerless against all that.
Even more, all these things hurt your reputation immensely. According to the TripBarometer survey by TripAdvisor, “93% of travelers worldwide say their booking decisions are impacted by online reviews”.
I remember an audit that I did for a client. I was surprised to find out that they had not submitted a single response to any of the feedback that guests made on different travel sites. I urgently flagged the general manager about this and I was informed that they were already handling the situation. Unfortunately, soon after that, we had to separate our ways, and they chose to ignore my comments and do nothing about the negative reviews. You need to make sure that you are not making the same mistake.
So what do you need to do to conquer the web and protect your reputation? To find out, read on.
Step 1: Take criticism seriously and take action
Even though you might feel that some of the negative reviews are simply being unjust, there are many comments that can help you improve your hotel. Read them and take action.
These actions can be as simple as having a training on “complaints handling”, reorientation on “telephone etiquette”, tweaking the website to make it more user-friendly, free WiFi in the room, etc.
Step 2: Respond to reviews
Did you fix that issue with hot water not working in room 305? Let the reviewer know. Write a positive response, tell that the issue has been fixed (or underway), thank the person, and apologize for the inconvenience. Maybe even offer a discount for her next booking if you think the situation asks for it.
And if someone writes an extremely positive review, you might also want to thank that person. These will all show that you value your guests’ experience above all else.
Most important thing is, be careful with your tone, always sound positive.
Step 3: Consider using an “online reputation management” tool
There are many online reputation management tools out there. I have personally worked with trustyou, and I was happy with their product. There are many others like ReviewPro, Revinate, HootSuite, and Google Alerts. Make use of them. They will speed up the process, and even if you need to pay for them, you will get more guests thanks to your improved online reputation, and this will subsidize the costs.
Step 4: Make sure your guests leave your hotel happy
This sounds intuitive right? But there is no better way to improve your reputation than making sure people are satisfied with what they are getting and making sure that their problems are solved before they leave your hotel.
Encourage customers to give feedback to you during their stay by sending them texts, leaving out forms for them to fill out, and most importantly by making sure that your staff is properly trained to handle customer complaints. Make it a priority to do your best to deal with the problem immediately.
Responding to negative comments is one thing, and trying to not get negative comments is another. The latter will always be much superior to the former.
To wrap it up, all these come down to being genuinely interested in helping your guests. Make sure your guests are happy and you will surely be a happier hotel.

About the Author

Rochelle Castillejos has over 15 years of industry experience in the fields of Sales and Marketing, Revenue Management, RFPs (Request for Proposals), IBEs (Internet Booking Engines), CRSs (Central Reservations Systems), PMSs (Property Management Systems), RMSs (Revenue Management Systems), OTAs (Online Travel Agencies), and GDSs (Global Distribution System). She oversaw around 55 hotels in the regions of Americas, Europe, Mediterranean, Asia Pacific and Middle East throughout her career.

Advertise with ...[Click for More]

~ Important Notice ~
Articles appearing here contain copyright material. They are meant for your personal use and may not be reproduced or redistributed. While 4Hoteliers makes every effort to ensure accuracy, we can not be held responsible for the content nor the views expressed, which may not necessarily be those of either the original author or 4Hoteliers or its agents.

Learn more about DigiJames - in room technology
 Related Articles  (Click title to read)
The Digital Direction Part 1: Fundamentals of Digital Marketing and Why it is Vital Hotels Understand.
Effective Corporate Communication.
Antisocial Media - Union Not Liable For Threatening Facebook Posts.
Selling Online: OTAs or Hotel Websites?
 Latest News  (Click title to read article)
TripAdvisor adds Uber to app
Friday, 22nd August 2014

Majority of Americans say they would vacation without staying connected
Friday, 22nd August 2014

Most devoted hotel brands revealed
Friday, 22nd August 2014

European tourism - strong growth
Friday, 22nd August 2014

New World Millennium Hong Kong Hotel debuts
Friday, 22nd August 2014
 Latest Articles  (Click title to read)
The Smart Hotelier's Guide to 2015 Digital Marketing Budget Planning
Friday, 22nd August 2014

Whatever Floats Your Boat: Accommodation Alternatives in Paris
Friday, 22nd August 2014

How to Quickly Shift Your Target Markets: Lessons on Crisis Marketing Management
Friday, 22nd August 2014

What in Hell is the USP? And Why Do You Need One? Redux
Thursday, 21st August 2014

A Brief Guide to Managing Your Hotel's Digital Assets
Thursday, 21st August 2014
 Most Read Articles  (Click title to read)
Global Update: Who's Where and Doing What - June 2014
5 Social Media Trends to Embrace this Year
Global Update: Who's Where and Doing What - May 2014
Marriott Offering Rewards Points for Social Media Posts
New HR Study: Candid Recruitment Experiences with LinkedIn
 Useful Links  (Click company to visit)
A-Listings - Exclusive Links Section @ 4Hoteliers

AETHOS Consulting Group ~ Overview and Articles

Book Hotels & Travel

Connect with us at LinkedIn

Customized Hotel & Restaurant Equipment

Digital Innovation Asia

Follow us on Twitter!

Hospitality Consultants ~ Lifestyle Concepts

Hospitality IT & Technology

Hotel Opening Processes: Exploring better ways to open new hotels.

ITB 2015 Marketing

Private, luxurious holiday villa in Valbonne

Sayang - For True Wine Lovers

TravelDaily China Travel Distribution Summit - Live Interviews

Wynamics ~ Working the Dynamics of Wine

ZIXI - Your Asian Partner: Advisory - Sourcing - Project Management - Market Entry

© Copyright 4Hoteliers 2001-2014 ~ unless stated otherwise, all rights reserved.
You can read more about 4Hoteliers and our company here

Use of this web site is subject to our
terms & conditions of service and privacy policy