Because hotels depend so heavily on that insightful, positive review, it makes sense that management teams would want to encourage guests to submit their review of the property to popular hotel booking sites, like TripAdvisor.com, Booking.com and Hotels.com. The challenge is, how do hotel managers ask for that review without crossing the line of being overbearing and giving a down right sales pitch for a few nice words? Step number one – offer exceptional service.
“Great Duty Manager solved my problem!”
We were going to the Barry Manilow concert (Not my idea!!) and chose the Crowne Plaza because of its close proximity to the Manchester Arena.
There was an issue with my booking and it could not be resolved by the receptionist.
After checking into our very pleasant and comfortable room, I spoke to the Duty Manager, a charming lady, who went above and beyond to help me to remedy things.
I have to say that everyone we spoke to at the Hotel was very pleasant and clearly customer service rates highly in their list of priorities!
But for me, the duty manager convinced me that it was a good place to stay and return to.
Do you notice something about this review? The hotel guest doesn’t even mention specifically what the room challenge was because he’s so impressed with the way the challenge was handled by the hotel staff. This guest gave the Crowne Plaza Manchester City Centre hotel a 4 out of 5 rating on TripAdvisor.
After delivering genuine, quality service to your hotel guests, here are a few ways to creatively and tactfully ask for that property review.
Card placement in hotel room – place a postcard style memo on the night side table in each hotel room. List the top hotel review websites and invite the guest to visit the website to write about their experience.
Email the guest during their stay – It’s customary for hotels to email guests with 24-48 hours of checkout, but why not touch base during a guest’s stay? A couple hours after check-in, email the guest to welcome them to the hotel and let them know about some of the features – times for breakfast, events within the area, top rated restaurants within close proximity of the hotel – and invite them to tell others about their experience through a review. Be sure to include a link to your top review website.
Create a custom online landing page for guests using free WIFI - The homepage should be a uniquely designed landing page encouraging guests to leave your hotel a review, plus a list of the review sites.
Actively manage the hotel’s social media pages – Many of your hotel guests will find you on Facebook or Twitter to see what other guests are saying, to view photos and maybe even ask a question. Stay on top of it. Respond to guests, even if they’re making a complaint. Social media has created a new form of guest – one that speaks their mind and is educated on your company. Show that the guest experience matters to you by engaging with your social media followers.