How to Give Thanks for Guest Feedback

“People will forget what you said, people will forget
what you did, but people will never forget how you made them
feel.” – Maya Angelou

Guest sentiment is especially important to keep in mind with
regard to your guests during the holiday season that is quickly
approaching. The holidays can be a very stressful time for
hoteliers and day-to-day tasks, such as responding to reviews, can
be easy to throw on the back burner when more pressing matters
arise. Yet, it is in these times that it is most important to stop
and appreciate the guests who take the time to rave about your

Show Your Gratitude by Responding to Reviews

Responding to reviews is one of the easiest things you can do to
improve your online reputation. You may feel that it isn’t as
important to respond to the good reviews since bad reviews get the
most attention, but ignoring positive reviews could be hurting your
occupancy! Travelers are
62% more likely
to book a hotel that responds to reviews.
Potential guests want to feel that the hotel they chose will take
care of them and appreciate them, even after they check out.
Nothing will reassure someone more than seeing how the hoteliers
interact with guests online, especially the ones who loved staying
with them. Here are a few tips that will help you give thanks to
your happy guests and keep them coming back every year.

Respond as soon as possible!

Man Typing on Computer with Watch Face Visible

The sooner you are able to respond to a review, especially a
good one, the faster you will see a positive impact from it. A
quick reply will not only show the guest that you were attentive to
their feelings, but it will also show that you were just as excited
to let them know that you appreciate them. 78% of guests say
managers who respond to reviews care more about guests. These are
your brand advocates, take care of them and they will be more
likely to leave positive reviews in the future and refer people to
your property.

Don’t be repetitive or robotic.

Woman Typing at Computer
Creating a unique and personalized response is extremely important
in expressing gratitude. Copying and pasting the same response to a
review may be easy at the moment, however, it could reflect
negatively in the long run to potential guests who are reading
reviews. Using the same response can come off as insincere and
could actually offend a guest that took the time to leave a
heartfelt review. By coming up with a genuine response for each
review, you can build value for your property and show travelers
that you truly care about what your guests have to say. Acknowledge
that they took the time to leave their review and tell them what it
means to you. This alone can build brand loyalty and solid guest
relationships. Sincerity is key!

Give handwritten cards to special guests.

Handwritten Thank You Note

A review response can go a long way, however, nothing expresses
thanks better than receiving a card or note that someone took the
time to handwrite. If a guest mentions one of your team members in
a positive review, a great way to show thanks would be to have that
employee personally write them a thank you letter. This again, will
build brand loyalty and show the guest how much their words meant
to you. Having handwritten cards ready at the property to hand out
to your return guests is also a great way to express your
appreciation. These guests are the heart of your business and
leaving a note in their room could make a lasting impression.

Shout them out on social media!

Couple Taking Selfie on Vacation
If a guest tags your hotel in a post or photo expressing what an
awesome experience they had at your property, use that to your
advantage! Thank them for their feedback by sharing their post
(with permission) and publicly inviting them to stay with you
again. This is not only a great way to make your guests feel
special, but it’s also a free way to market good reviews to your
followers on social media!

Offer a discount or an incentive to book with you again.

Hands Holding Out a Gift
Nothing says ‘thank you’ like a gift! To make your guests feel
more valued, give them something of value. Offer them a discounted
booking rate or another incentive for the next time they stay with
you! This will build excitement for their next stay and almost
guarantee you will be the first property they think of when they
are ready to travel.

It may be difficult to make time to personally thank guests
during the holiday season. If you’d like help providing sincere,
unique responses to your guest reviews, Respond
& Resolve™
may be a great fit for your hotel.

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How to Give Thanks for Guest Feedback
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Source: FS – All-Hotels-Blogs
How to Give Thanks for Guest Feedback