When you are a small hotel operator, your job is more than just a job to you — it’s a way of life, and it’s something you are passionate about.
You care about your property and you value the experience that your guests have during their stay, which is just one reason why TripAdvisor reviews can be intimidating.
Of course, you also know that these reviews are powerful, and that negative feedback can change a potential guest’s opinion about your hotel before they ever arrive.
But here’s why you shouldn’t feel stressed or nervous about TripAdvisor reviews:
According to a recent survey conducted by Revinate and Colliers International, approximately 63% of all hotel reviews on TripAdvisor are positive.
And the number of positive reviews increases based on the star-level of the hotel, with five-star hotels earning positive reviews about 80 percent of the time and four-star hotels earning positive reviews about 70% of the time.
TripAdvisor has grown enormously during the last decade, and now there are more than 200 contributions being added to the popular review site every minute.
Given the amount of activity that occurs on TripAdvisor at all hours of the day, the company decided to create an algorithm that gives travelers the most accurate information about hotel rankings.
The Popularity Ranking algorithm is designed to provide travelers with an overall ranking of the individual hotel over a period of time.
This means that if you consistently earn positive reviews from your guests, you will be able to climb in the rankings and maintain your spot — a fast-rising hotel with a few good reviews won’t outrank your property, which may have hundreds of positive reviews.
Ultimately, the service that you provide to your guests during their stay as well as your online presence are going to have the biggest impact on your TripAdvisor reviews.
You need to make these factors a top priority in order to increase and maintain positive reviews on TripAdvisor.
Responding to the reviews that you receive promptly and professionally.
When responding to a review, the first thing you should do is thank the guest for staying at your hotel — even if the review is negative.
Regardless of the content of the review, you should be polite and professional. Offer to help if there was an issue during their stay, as this shows future guests that you value customer service.
Requesting feedback from your guests.
As your guests are checking out, ask them to leave feedback about their stay. Giving your guests a reminder may be just the encouragement they need to rave about your property online.
Of course, don’t forget to use technology in order to tie it all together. Send automated e-mails to your guests in the days following their stay, and ask them to leave feedback on TripAdvisor and other popular review sites.
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