Did you know: approximately 90% of travelers read online reviews before making a booking decision? Responding to guest reviews is crucial for hotels because 95% of travelers consider hotel responses when determining where to stay. It directly impacts a hotel's reputation, influencing potential guests' perception of the property, and their likelihood of booking a stay.
With hotel occupancy at an all time peak this summer season, the BCHA has prepared the below article, outlining best practices in guest review management to ensure you have systems in place to capture current and future guests on their digital booking journey.
In the months ahead, your property will be a focal point in every one of you potential guests' digital booking journey and you can be certain they will be looking at past reviews and responses from your property. Are you confident that you have the right steps in place? By embracing a guest-centric mindset, monitoring online platforms, responding promptly, implementing an internal feedback system, analyzing feedback trends, and empowering staff, hoteliers can enhance guest satisfaction and foster positive guest experiences. Together, let us strive to deliver exceptional hospitality and create lasting memories for our guests.