Importance of Guest Feedback for Hotels – Why Does it Matter?

It’s understandable that the thought of more work might give some hoteliers pause, but capturing the opinion of your guests can be essential to helping your hotel improve its service, increase its occupancy rate and attract more returning guests. 

Here’s why guest feedback and reviews are so important for hotels:

• Hotels can learn what guests like and don’t like about the service they receive.
• Hotels can improve the quality of their service based on guest feedback.
• Once you receive feedback from your guest, you can find areas in which you need to improve and make changes accordingly. 
• Guest feedback can be used as a hotel marketing strategy or tool to attract new guests. 
• Guest feedback can help hotels track trends over time and see how they’re affecting the service they provide to guests.
• By understanding which services are being used by guests and why, hotels can identify areas where they can cut costs without compromising quality or service. 
• When receiving guest reviews on listing websites such as Google My Business, TripAdvisor etc., it becomes more significant that you receive more positive feedback from your guests – the more reviews you have, the higher your ranking will be. That means more business! Higher rankings are key to success, which is why guest feedback is important for hotels.

Stay Connected With Guests Using WhatsApp Business

How can Technology make this Task Easier?

The most common way hotels have used to capture guest feedback is through a paper form that guests are asked to fill out at the end of their stay.

The problem with this method is that it’s a quite old-fashioned way to tell your guests - “Hello, sir, we hope you had a great stay with us! Please fill out this feedback form and let us know whether you’re satisfied or not.”

It looks too odd to have such a feedback system in this digital era. So, hotels need to think new and some hotels have even started using technology to capture guests’ feedback.

To automate the guest feedback management for your hotel, you can use a guest feedback management tool to automate the entire process for you and increase guest experience too. After using this tool, hotels have seen 60% improved guest satisfaction.

Want to try it yourself, and see? Start your 14-day FREE trial today!

The main benefit of using such technology for feedback capturing is that you don’t have to keep it in mind all the time because the machine is doing that task on time.

Secondly, guests hesitate to give feedback when it’s being given in front of anyone. When it’s completely online, they can freely submit their genuine review which can then be used by the hotel to improve the service.

Allowing guests to submit feedback online makes it much more convenient for them because all they need is access to the internet, which most people have these days, and a laptop or mobile device.

Ways to encourage Guest to leave a review after their stay

If your guests are not leaving reviews or feedback after their stay, you need to use the following strategies to get the same:

Make it Easy: Make sure that guests can review your hotel by asking them when they check-in and at the end of their stay. As well as you have to make the review capture process easy.

Follow-Up: Send an email after the stay to get a review from those who didn’t make a point to do so during their stay.

Be Social: Connect with guests on social media so you can learn about their experience and ask for feedback.

Give Back: Offer free breakfast, Wi-Fi, or other amenities as an incentive to encourage reviews.

Conclusion

The feedback you get from guests helps you understand how they’re experiencing your hotel.

This further highlights the best performing as well as improvement areas for your hotel.

Any feedback not taken at the right time can reach the internet as a negative emotion and hamper the hotel’s reputation. While feedback taken promptly, at the right guest touchpoints, can help you turn a negative emotion into a positive one by making real-time amends and improvements.

If you want to thrive, always choose the latter!

To make your hotelier life easier, embrace technology, and automate the feedback management process. The results will be dramatic!

Lastly, just follow the above-mentioned tips and trust the process.