Did you know that one negative online review of your hotel could cost you revenue loss to the tune of 30 customers?
In general, per a 2009 Convergys Corp. study, just one negative online review could cause a business to lose 30 customers.
According to Hospitality.net, roughly 97.7% of consumers will read travel reviews about hotel accommodations, amenities, and previous guest experiences. Another staggering 83% of consumers will usually reference those reviews to decide on which hotels they should book a room, according to TripAdvisor.
The most common hotel guest complaints are : poor cleanliness, too much noise, rude or unhelpful staff, faulty equipment, and bad décor. Attending to these areas are key to keeping that five-star rating on Google and TripAdvisor.
It’s crystal-clear, as a hotel manager you need to improve your guest reviews. You want to take every possible measure to ensure that you’re getting the best rate possible and bring more bookings. Writing a guest a personalised letter detailing your first-class services isn’t the only way you can do that. There are new tools like Kper available to help automate the process and make your task much easier.