An important skill in the hospitality industry is reputation management and we’ve all seen the reputation management rock stars’ responses and then we’ve seen the horror stories and are often left wondering why these people are still in this industry. Did you know that travelers are 3.9 times more likely to choose a hotel with better reviews and ratings even if the prices are the same and that 76% of guests are willing to pay more for hotels higher scores? A Cornell Hospitality Report also found that a 1-star increase for your property’s online score allows you to raise your rates 11% without losing guests or seeing a decline in conversions.
Now that you know why reviews are important, take a look at our simple and handy infographic and review roadmap to help construct the perfect response to a review, whether it’s positive or negative.
To sum up, be this:
And don’t be this:
Have other tips when it comes to replying to online reviews? Share them with us below in the comments section!