guest feedback
Expert Tips on Creating Long-Term Value From Hotel Guest Surveys
Adam and Larry Mogelonsky | December 6, 2023
By Adam and Larry Mogelonsky Hotel reviews and guest feedback are critical for determining what’s meaningful for the guest. We all understand this, because oftentimes the fixes that will generate the most ROI are not necessarily the most expensive. Call it ‘value engineering’ whereby the more guest feedback you get the more you have to go on to improve operations which then translates into more guest satisfaction, the ability to command higher rates and, ultimately, healthier NOI or property valuations. In this sense, there’s a positive feedback loop between guest feedback and long-term asset value, making the former an instruct...
Google Hotel Reviews: Everything You Need to Know
Eva Lacalle | September 11, 2023
By Eva Lacalle In today's digital age, online reviews have become an integral part of the decision-making process for travelers. As a hotelier, it’s crucial to understand the impact of guest feedback on your business. This is where Google hotel reviews come into play. In this guide, we’ll explore everything you need to know about Google hotel reviews and provide valuable insights on leveraging them to enhance your hotel's reputation and attract more guests. Why Google hotel reviews matter Travelers rely on Google in their research, planning and booking process. Reviews are one of the first things potential guests see when they sear...
How to Stay on Top of Your Guest Feedback
Cendyn | July 21, 2023
When it comes to running a successful hotel, keeping a finger on the pulse of guest feedback is an absolute must. We know the sheer volume of feedback pouring in can feel overwhelming, but trust us, the benefits are well worth the effort. In today’s customer-centric world, guests are no longer satisfied with just a place to lay their heads; they crave a personalized experience that leaves a lasting impression. To deliver that level of service, you need to truly understand your guests – and the best way to do that is by asking them directly. Guest feedback holds the key to unlocking invaluable insights that can drive operation...
Maestro All-In-One PMS to Showcase Two Way Engagement Tool GuestXMS’s Newest Features at HITEC Toronto
Maestro | June 20, 2023
Independent hoteliers say the new check-in/-out via SMS feature is a big hit and messaging over SMS is enabling them to compete more effectively with the big brands; Visit Maestro PMS in Booth 1225 at HITEC Toronto June 27 to 29 MARKHAM, Ontario, June 20, 2023 — Next week at HITEC® Toronto, Maestro PMS will showcase a NEW suite of features to its innovative mobile engagement and feedback tool, GuestXMS. The enhancements are enabling operators to gain enhanced insight into guests’ needs and expectations. Powered in collaboration with Fetch, GuestXMS gives independent hoteliers access to two-way SMS, case-management capabilities, an...
Stop Sending Me Surveys Unless You Care What I Have to Say!
Shep Hyken | January 26, 2022
By Shep Hyken I’m getting survey fatigue. But it’s different than it used to be. In the past, companies have sent me surveys that were so long I became tired – or fatigued – at some point during the survey, and as a result, I wouldn’t complete it and therefore the company never received my feedback. We’ve covered survey length before, and that’s not what this is about. This time I’m talking about being fatigued, as in sick and tired of getting so many surveys. It seems that almost every time I get my car worked on, call my internet provider, stay at a hotel, fly on an airline, order almost anything online, etc., etc....
Feedback Bribery
Shep Hyken | November 24, 2021
By Shep Hyken To what extent will a company go to try to get customer feedback? Is it a simple email request? Is it an incentive to fill out a survey? And, if there is an incentive, can that skew the results? One of our faithful subscribers sent in a question. At the end of a project with a customer, she sends an email requesting the customer take a short survey. She said that she gets a very low response rate. So, she sends another. Then another. On the fourth try, she writes, “Do you like coffee? My treat!” She says that she gets a response to that almost every time. Her question to me was, “Is this a form of bribery, ...
Would You Please Leave a Review About Your Experience?
Shep Hyken | July 8, 2020
By Shep Hyken Getting customers to review their experience with you is powerful. Before they make a purchase, go to a restaurant, stay at a hotel and more, many customers do online research, which leads them to reviews that help form their opinion of products or services they want to buy—or even the company they want to buy it from. Nothing new there. How do you get reviews? Well, the easy way is to ask for them. By the way, I recently interviewed Rupesh Patel on Amazing Business Radio, and he shared the “secret sauce” on how he gets amazing guest reviews for his hotels—and his recipe can work for any business. I suggest gi...
4 Steps to Take When You Get Negative Feedback
Pipeline Social Media | September 23, 2019
By: Maiya Wall / Pipeline Social Media Though we all strive for positive feedback, receiving a negative review on your hotel’s social media is inevitable. In our hyper-connected world, opportunities to offer an opinion are prevalent and growing. Not to mention, the open line of communication empowers guests to serve up their opinion whenever and from wherever. We’re here to give you some practical advice on how to deal with negative feedback. First, begin to think of your hotel’s negative reviews as a path to improve guest experience and your online image rather than something to avoid. Keep reading to learn how you can respond to...
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