Hotels overlook 2 things when responding to online hotel reviews.
- Reviews are conversions with your future guests.
- Reviews with responses can attract up to 100,000 potential guest views.*
But how do you craft responses that convert?
There are two points to bring your reviews to expert-level marketing.
1. Treat Reviews Like a Two-Way Street: Remember, reviews aren't just for you; they're messages to future guests. So, respond as if you're having a friendly chat, addressing their concerns and highlighting the good stuff.
2. Empathy is Your Superpower: Whether it's glowing praise or a constructive critique, put yourself in the guest's shoes. Acknowledge their experience, apologize for any shortcomings, and show them you're listening.
3. Tease Future Fun - Expert Level: Reviews are prime real estate to mention upcoming events like pool parties or local festivals. This subtly sparks interest and encourages future bookings.
4. Cross-Promote Like a Boss - Expert Level: Did a guest rave about your restaurant? In your response, gently nudge them towards your spa or unique local experiences. It's subtle marketing magic!
5. Shine a Light on Your Uniqueness: Every hotel is special. Use reviews to showcase your one-of-a-kind features, whether it's a breathtaking view, a quirky art collection, or a pet-friendly policy.
6. Empower Your Staff (with a Cheat Sheet): Train your team to respond with empathy, professionalism, and personality. Create a handy guide with response templates, key messages, and examples to set them up for success.
7. Leave your contact details: You put the effort into describing an upcoming festival near your hotel. Your contact details will mean new guests can make an enquiry directly with your hotels.
8. Want this done for you and your staff? Let Tech Be Your Standard Operating Procedure: Techie Stays AI puts hotel expertise at your fingertips. We craft unique responses to every review, highlighting your special features, upcoming events, and relevant outlets.
Personalize by adding your unique features, outlet information, and upcoming events into our Prompt.
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*Data is based on Rohan Watt's personal Google Maps profile.