"This place is the worst" is not the kind of review that hospitality professionals want to see. Negative reviews, unfortunately, have a tendency to spread far more quickly than positive. Providing a memorable experience is, of course, foundational to ensuring positive reviews. But what else can hoteliers do to boost the odds that shining reviews will surface after guests' and planners' visits? You may be surprised by how simple the process can be.
He doesn't ask. He invites. He doesn't call it a review on Yelp. He terms it online feedback.
Seeking InputThe best way to manage customer expectations is through communication. That communication can take place before, during, and after a guest's stay. In fact, the simple act of seeking input sends a very positive message to your audience. Sam Olmsted, a consultant for La Galerie Hotel, a boutique hotel in New Orleans, recommends three ways to gather guest feedback:
- Ask guests questions both before they check in and after they check out is key. Up-front questions can help staff manage and understand guest expectations. After the fact, input can be used to determine how well the facility did in meeting those expectations.
- Make suggestion cards readily available in guest rooms and common areas.
- Add guests to your email distribution lists to make them “part of your sphere."