If a hotel has a bad online reputation (orm)Online Reputation (ORM), there are several steps it can take to improve it:
- Monitor online reviews: It’s essential to know what guests are saying about the hotel online, so it’s important to monitor reviews on sites such as TripAdvisor, Google, and Expedia. This will give the hotel an understanding of what guests are complaining about so that it can take steps to address those issues.
- Respond to negative reviews: It’s important to respond to negative reviews in a timely and professional manner. Acknowledge the guest’s concerns, apologize for any problems they experienced, and offer a resolution if possible. This can show potential guests that the hotel takes guest feedback seriously and is willing to make things right.
- Encourage positive reviews: Encourage satisfied guests to leave positive reviews online. This can help balance out the negative reviews and give potential guests a more balanced view of the hotel. Consider sending a follow-up email or survey after a guest’s stay and including a link to review sites.
- Improve the guest experience: The best way to improve a hotel’s online reputation is to improve the guest experience. This can include improving customer service, upgrading amenities, addressing maintenance issues, and providing a high level of cleanliness. By providing an exceptional guest experience, the hotel can increase the likelihood that guests will leave positive reviews.
- Engage with guests on social media: Social media can be a powerful tool for engaging with guests and improving a hotel’s online reputation. Respond to guest comments and questions on social media in a timely and professional manner. Share photos and information about the hotel to build excitement and encourage bookings.
- Partner with influencers: Partnering with influencers can help raise awareness of the hotel and improve its reputation. Identify influencers who align with the hotel’s brand and values and work with them to promote the hotel on social media and other platforms.
- Make your hotel guest and pet friendly.
By taking these steps, a hotel can improve its online reputation and attract more guests.