Google reviews are “social” proof of the reliability and credibility of the establishment and its services. When they are controlled and monitored, customer reviews become a real asset for hotels and contribute to strengthening their visibility and online reputation by comparing themselves to the competition, for example.
Faced with a wide choice, your potential customers having already selected several establishments that meet their criteria, all they have to do is make their final choice taking into account the hotel's e-reputation and online reviews.
Customer reviews can also give a fairly accurate idea of the quality of service at your hotel, both positive and negative. As a result, you can identify recurring comments and put in place solutions to address the issues raised by these reviews in order to anticipate other problems.
Personalize the guest's hotel experience so they feel unique and cared for. You are not only selling him a room, but a full-fledged experience with quality services (WiFi, restaurant options, digital application, streaming services, etc.). Offering a personalized concierge service or local recommendations for the customer can turn a simple visit into an unforgettable experience.
Whether it is positive or negative, it must be answered! Thank customers for their positive reviews and respond with empathy and professionalism by offering concrete solutions to negative reviews to work on your e-reputation. If a customer complains about cleanliness, you should acknowledge the problem, apologize, and explain the steps taken to address it. With a bit of luck, the customer may even remove their review if they are happy with your response.
Set up QR codes, or links on the site, in emails and in person in order to facilitate access to your hotel satisfaction questionnaire. This makes it possible to gather as many online opinions as possible and to deduce trends that highlight areas for improvement for your hotel. It is essential to actively seek the opinions of your satisfied customers who often don't think about leaving a review.
A digital room directory makes it possible to highlight the possibility of leaving a review. This encourages the customer to give feedback on their experience. This is crucial when you know that most of your happy customers often don't think about leaving a review while unhappy customers will.
Sunver is revolutionizing the management of customer reviews and the hotel experience thanks to its very complete digital room directory, an easy to set up and ultra-intuitive solution! To improve its e-reputation and maximize positive reviews, the functionalities of Sunver proposed are:
⏱️ Quick and easy setup: Each hotel can easily create and share its digital room directory by simply scanning a QR code. No need for bulky and expensive paper media. Everything is digitized for a smooth and modern customer experience.
🖥️ Centralization of information: All essential information for customers (service schedules, restaurant menus, local activities, etc.) is centralized and accessible instantly. This improves customer satisfaction, but also reduces the reception burden.
⭐️ Active promotion of positive reviews: Sunver integrates an intelligent system for soliciting opinions. An incentive banner on the front page encourages customers to leave a review. Positive reviews (4 to 5 stars) are redirected to Google for publication, while negative reviews (1 to 3 stars) are handled internally, allowing you to resolve issues before they affect your online reputation.
📈 Continuous improvement: The feedback collected via Sunver offers you a clear vision of the strengths and areas for improvement of your establishment. This allows you to respond quickly to customer expectations and adjust your services accordingly.
🆓 Free trial: Try Sunver for one month for free and discover how our digital room directory can transform the customer experience in your hotel. Increase efficiency, build customer loyalty, and significantly improve your online visibility through positive customer reviews.
Don't leave customer review management to chance. Adopt Sunver and see for yourself the impact of a complete and innovative digital solution on the reputation of your hotel. Try Sunver today and get ready for great reviews!
Source:
- https://www.guest-suite.com/blog/statistiques-avis-clients-2023
- https://www.fiducial.fr/Hotellerie-Restauration/FIDUCIAL-Hotel-Restaurant/Comment-gerer-efficacement-les-avis-clients-en-hotellerie
- https://www.booking.com/reviews.fr.html
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Article written by:
Nathan Assouline
Co-founder of Sunver
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