A feedback from your hotel guests, whether good or bad, is the key to managing a flourishing hotel. Hotel reservation is largely impacted by guest reviews, particularly online. Customer feedback – positive or negative – is crucial for every hotel, as it gives a definite indication on where you are wrong and how to improve the business to make your customers’ experience a positive one. Knowing the likes and dislikes of your guests is the first step in improving your hotel, and in turn getting more reservations.
Every guest arriving at your property is unique varying in age, gender, profession, perspective, etc. Hence, one feedback method would not work with all. There are various channels through which one can try to cover maximum guests to provide feedback.
The easiest and most effective method to get feedback from your guests is while they are still at your property. The best part about this feedback method is it allows you to transform a negative experience into a positive one by handling the issue real time. If a guest is unhappy about something, you can provide them better service for the same.
While at the hotel, hotel manager and staff in general can approach customers for their feedback through:
Another platform, and rather growing, where you get maximum guest feedback is social media network. According to a survey, 93% of global travelers make their bookings based on online reviews. It is also seen that increase in online reviews is directly proportional to increase in reservations. Thence, social media is both critical as well as a useful tool for hotel business and a right channel for customer feedback.
Ultimately, send out the emails or snail mails to your outgoing guests for final feedback and review. This is why having the email and postal address of your customers is essential. You can also send Customer feedback Survey along with the email to be filled by the guests.
Strive to gather feedback from your guests through as many communication means as possible. Gradually focus more on channels that works best with your hotel guests. Assess the feedback received from the various channels employed to develop a better understanding of your guests in terms on their expectations and what more you can do to help them enjoy a pleasurable stay.
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