Hotel Reputation Management Services
iVersionz has proven that the online reputation your company has is your lifeblood. This is not hyperbole in any way, as the difference between a good reputation and a bad reputation can (and likely at some point will) mean the difference between remaining open for business and closing up shop. Your reputation via the Internet is this powerful, and it is just as important as your offline reputation.
However, if you own a hotel, I would wager to bet that your online reputation is even more important than your offline. While both are important, if you had to pick which type of reputation you want to remain golden at all times, it’s without a doubt your online reputation. Why? The reason is simple.
Why your hotel’s online reputation should mean the world to you
What I’m about to share with you is no mystery to hotel owners. However, with an online spin, you will see the importance of your online reputation. So without further ado, let me begin.
The majority of your business will come from visitors who live all over the world, but you know that. I would have to guess that three-fourths of your guests are not from around the area, and if you own a hotel in a tourist town, that figure is probably still too low. The truth of the matter is your guests are people from far away. Maybe the couple in room 1A is from a state over, while the couple next to them is from an entirely different country; heck, the couple in the first room to your right on the second floor may be from an entirely different continent!
My point is this: how do you think most of these people found you in the first place? Do you think most of them drove around the area until they saw a hotel that looked ideal? Maybe some of them did, but I would wager to bet that nearly 90% of them found you via the Internet. After all, nearly everyone has access to the Web in some way or another, whether it is through their work, their home, their mobile phone, or a family member’s connection. In short, everyone knows someone that has Internet access, and chances are that person is a short drive away.
And what do people do when they are planning their vacations? They search for a hotel on the Internet, and the deciding factor of which hotel they choose 9 times out of 10 will be based on the reviews written about it on the Internet, and if your hotel has bad reviews, you will assuredly see a decrease in business over time.
So how can you combat these negative reviews and put business back on track? Read on to find out!
Solution #1 – Find out what the problem is
While most people will not be honest about how their stay was with you when you ask them in person, they will be upfront and honest with you when writing a review on the Internet. This is because there is no risk for retaliation for posting a bad review for your hotel. Think about it: if a guest was upfront and honest with the management at your hotel, they would be at risk for being on the end of an annoyed glare, an argument of words, and being embarrassed as a whole. On top of that, the management already knows the guest’s name, the guest risks being made to look like a jerk in front of other guests, and more. Really, nobody wins in this situation. Online reviews make things impersonal. In the review, they can state what they liked or disliked about their stay for everyone to read, and they can be as detailed or un-detailed as they would like. And the best part? No one knows their name, and they don’t look like a jerk.
People will tell you what they don’t like about your hotel when given the chance to do so. As a result, you can use this as a road map for fixing the negative attributes that are associated with your hotel. If people complain about the complimentary breakfast served at your hotel, fix it. Do they complain about dirty rooms from time to time? Make it your mission that every room is always spotless, no matter what. Or maybe they complain that the beds are uncomfortable. If so, look into changing the mattresses.
Solution #2 – Talk with your past guests
We don’t mean send them a letter or call them on the telephone; rather, what we are talking about is broader than that. Through the power of the Internet, you can discover exactly what was wrong with your guests’ stay and start a dialogue with them to make it up to them and ultimately, fix the problem.
You can do this a number of ways:
- Social media (Facebook, Twitter, Google+, review sites, etc.)
First off: E-mail.
To get a good idea regarding the guests’ stay, you can ask guests if they want to exchange e-mail addresses with your hotel so they can give their feedback on their stay. While this may seem up front and somewhat intrusive, if you assure the guest that their e-mail address will never be used for anything other than feedback (and it shouldn’t be), then they will likely commit to the exchange.
After your guest has left, send them an e-mail immediately. If there is something they did not like about the stay, they will be more than likely to respond within the first few hours of their departure. If you wait a day or two to send it, your hotel is in the back of their mind and they will not feel obligated to respond.
With this information, you can do many things. You can discover what the problem was with their stay, and if you feel obligated, you can make it up to them by providing them with a complimentary gift card, coupon, or something of this nature. When you do this, assure them that you make every effort to provide a great experience, and their feedback is important.
What this does is two-fold: first, it makes you appear as a hotel that cares about its customers. Secondly, and piggybacking on the first item, if the guest chooses to review your hotel, they will likely be a lot less harsh to you, and will usually state that you at least appeared to care about what the problem was.
Secondly, responding to reviews.
Some review sites will allow you to respond to guests’ complaints. Do this at every opportunity; in fact, you should respond to every review by telling guests that you hope they enjoyed their stay, or that you are sorry their stay was less than ideal. Additionally, if complaints are posted on your social network pages, respond to the guests and begin a dialogue with them. This will show others and potentially future guests alike that you actually do care about the well-being of your guests, and this will likely lower the effect of the negative review that is attached to your hotel.
Solution #3 – “Bump” down the negativity
This is for the cases in which people post negative content about your hotel, and it starts to become clearly visible in search queries in all of the major search engines (Google, Yahoo, Bing). If the search results appear on the first few pages of search queries many people would normally search for, then you have a problem.
You see, when results such as these begin popping up in the first few pages of typical search results, then this can drive people away from your business. So for example, if someone creates and posts a website with the domain, “’Your Hotel’s Name’ Sucks.com,” then this can be very damaging to your business as a whole.
What’s worse is almost anyone can create a webpage, host it for only a few dollars per months, and learn typical SEO tactics that will have their page on the first page of Google in no time. Believe me, when people believe they have a reason for doing something and feel in their heart that they are doing the right thing; they will do whatever it takes to achieve that goal. If it means spreading the “news” that your hotel is a rip-off, then they will do it.
So what can you do? You can hire an online reputation management manager to create web pages and essentially “bump” them up to the first few pages in any search engine, which in turn will “bump” the negative pages downward. What results are negative pages that appear in the latter part of your search engine. By the time that page is on the fourth, fifth, sixth, or more page, its effect is paralyzed, and your business will likely pick up as normal.
This is a great time to transition into who we are, and what we can do for you:
We are iVersionz, and we can protect your business from the negativity that can hurt it online.
If you have seen your hotel’s business drop considerably, it could be because of bad reviews. What we can do for you is we can monitor the chatter that is created in regards to your business, and do our part to ensure that negative content is dealt with, whether it be through any of the methods we discussed or an entirely different method that is unique to your situation. Think of us an online insurance. People will do their part to attack your business’ good name via the Internet. However, with us on your side, we can make sure that their damaging intentions are never fully realized.
Don’t wait another minute: obtain peace of mind by contacting us today for a free one-hour consultation. Your business’ future may depend on it, and once you have spoken with us, you will be glad you did. So what are you waiting for, get started today!