Reviews and Social Proof have become an integral part of your customer’s decision-making process when it comes to booking hotels. This is especially important if you are an independent hotel that doesn’t have a large brand awareness footprint. You need to work extra hard to build up the trust that is required for a visitor to book directly with you and not the OTA.
In this blog piece, we’ll explain the following:
- Authentic reviews from trusted platforms
- Keeping customers on your website and off the review platforms
- Getting positive reviews and dealing with negative ones
- Encouraging social sharing
How can a hotel manage their guest’s feedback and generate more positive reviews?
In today’s world of instant communication and social media, online reviews and feedback can make or break a business. This is particularly true for hotels, where guest reviews and feedback can significantly influence potential guests’ decisions to book a stay.
As a result, hotels must take guest feedback seriously and actively manage it. This includes addressing negative feedback and encouraging guests to leave positive reviews.
One tool that can help hotels manage guest feedback is ReviewFilter. Here’s how hotels can use this tool to generate more positive reviews and manage their online reputation:
ReviewFilter allows hotels to request feedback from guests via email or SMS after their stay. This feedback is then analysed and categorised based on keywords, sentiment, and topics. This allows hotels to gain valuable insights into what guests liked and disliked about their stay.
Address Negative Feedback
Negative feedback can be particularly damaging to a hotel’s reputation. ReviewFilter alerts hotels to negative feedback in real-time, allowing them to address the issue quickly and appropriately. This can help prevent negative feedback from being posted online, or at the very least, show that the hotel takes guest complaints seriously.
Encourage Positive Reviews
Positive reviews can be a powerful marketing tool for hotels. ReviewFilter allows hotels to easily and automatically request positive reviews from guests. This can significantly increase the number of positive reviews a hotel receives, and in turn, improve its online reputation.
Monitor Online Reputation
ReviewFilter also allows hotels to monitor their online reputation across various review sites, including Google, TripAdvisor, and Booking.com. This allows hotels to quickly respond to any negative reviews and ensure their online reputation remains positive.
Overall, ReviewFilter is an excellent tool for hotels looking to manage guest feedback and generate more positive reviews. By actively managing their online reputation, hotels can attract more guests, increase revenue, and improve their overall guest experience.
How can Hotels increase their customer’s engagement with their social media channels?
Social media has become an integral part of our daily lives, and for hotels, it’s an excellent platform to engage with their guests and promote their brand. Social media can be a powerful tool to create a loyal customer base, increase brand awareness and generate direct bookings. However, it is not always easy to engage with guests on social media. Here are some strategies that hotels can use to increase their guest engagement on social media channels.
Share Interesting and Relevant Content:
Hotels can share interesting and relevant content that will keep their guests engaged. This can include beautiful images of their property, local attractions, behind the scenes glimpses, hotel promotions, and special events. Content should be visually appealing, informative and easy to share.
Interact with Guests:
- Social media is an excellent platform for hotels to interact with their guests. Hotels can use social media channels to respond to comments, answer questions, and provide excellent customer service. It’s also important to acknowledge and appreciate guests who share their experiences and tag the hotel in their posts.
Create Contests and Giveaways:
- Contests and giveaways are an excellent way to increase engagement on social media. Hotels can create contests that encourage guests to share their experiences and tag the hotel in their posts. For example, a photo contest that encourages guests to share photos of their stay at the hotel. The prize can be a free stay or a discount on their next booking.
- Hotels can use relevant hashtags to increase their visibility on social media channels. For example, using hashtags like #luxurytravel, #boutiquehotel, or #travelinspiration can help hotels reach potential guests who are interested in luxury travel or boutique hotels.
Collaborate with Influencers:
- Influencers have a significant impact on social media. Hotels can collaborate with influencers in their niche to increase their reach and brand awareness. Influencers can help create content, share posts and promote the hotel to their followers.
In conclusion, social media is a powerful tool for hotels to engage with their guests, promote their brand and increase direct bookings. Hotels can use a combination of these strategies to create a comprehensive social media strategy that engages their guests and builds a loyal customer base. By increasing guest engagement on social media channels, hotels can generate more direct bookings and create a positive brand image.
How can a hotel be smarter about how much content they produce for social media without becoming overwhelmed?
Social media has become an essential part of a hotel’s marketing strategy, and many hotels are producing an abundance of content to stay relevant and connected with their guests. However, producing too much content can become overwhelming and cause burnout for the social media team. Here are some tips to help hotels be smarter about how much content they produce for social media without becoming overwhelmed.
Define Your Goals and Target Audience:
- Before creating content, it’s important to define your goals and target audience. What do you want to achieve with your social media presence? Who is your target audience, and what kind of content do they like? Defining your goals and target audience will help you create relevant and effective content.
Develop a Content Calendar:
- A content calendar can help you plan and organise your content in advance. It can be a simple spreadsheet or a more advanced tool like Hootsuite or Buffer. A content calendar can help you visualise your content strategy and ensure that you have a balance of different types of content.
- Repurposing content is an effective way to maximise your content output without creating new content from scratch. For example, you can turn a blog post into a social media post, or use images from your website to create social media graphics.
Focus on Quality Over Quantity:
- Producing high-quality content is more important than producing a lot of content. Quality content is more likely to be shared and engage your audience. Focus on creating content that is visually appealing, informative, and relevant to your audience.
Outsource to Experts:
- If you don’t have the time or resources to create content in-house, consider outsourcing to experts. There are many social media agencies and freelancers who specialise in creating content for hotels. This can be a cost-effective way to ensure that you have a steady stream of high-quality content without overwhelming your in-house team.
Producing content for social media is essential for hotels to stay relevant and connected with their guests. However, producing too much content can become overwhelming. By defining your goals and target audience, developing a content calendar, repurposing content, focusing on quality over quantity, and outsourcing to experts, hotels can be smarter about how much content they produce for social media without becoming overwhelmed.