In a recent post on hotelsmag.com, hospitality consultant, Carla Caccavale cautions hoteliers on the dangers of ignoring positive online reviews. If a guest stood at your front desk and gave you a compliment, you would never think of ignoring them. Instead, you’d thank them profusely. It’s good business to do the same for positive online reviews. Innkeeper responses to positive reviews accomplish two things:
- It closes the hospitality loop, letting guests know that you care about them not only while they’re on your property, but after they return home as well. It reminds your guests all over again why they love you and establishes an even stronger connection with them. That translates to repeat bookings and referrals.
- Prospective guests are looking reasons to pick one venue over another. When they check review sites and see your responses, it puts you ahead of all the other properties who don’t respond to reviews. It demonstrates your commitment to going the extra mile. [/green_tick_2_list]
By Linda Griffin
[features_box_light_green width=”75%” + border=”2px”]Read more about the good, the bad and the ugly of guest reviews in my new book, Maximum Occupancy: How Smart Innkeepers put Heads in Beds in Every Season.[/features_box_light_green]