Online Reputation Management for Hotels - BOTSHOT

Research studies suggest that 9 out of 10 customers consider reading online reviews before committing financially. The same concept applies to hotels where customers like to book a stay at a hotel by reading those reviews. It is where the online reputation management concept comes into existence.

To assess the performance of hotels, hoteliers use online reputation management for hotels to manage the reputation of hotels in relation to reviews, ratings, and comments of customers.

Let's dive right into the blog to learn what a hotel's online reputation management software is, how hotels manage their reputation and the associated benefits that the hotel management software provides. 

What is Online Reputation Management for Hotels? 

Online Hotel reputation management is related to managing the online presence of hotels. ORM applies to all properties, including independent hotels, motels, and B&BS.  

With online reputation management, hoteliers can get to know how their brand is perceived in customers' eyes and then develop strategies to optimize their hotel's reputation.

You can think of this way that ORM for hotels is related to creating a positive reputation for your hotel among the customers.

ORM for hotels strives to maintain the hotel's digital reputation by monitoring the brand's mentions and formulating marketing campaigns accordingly.  

Under online reputation management for hotels, hoteliers try to monitor and manage what their guests say about their hotel using online reviews on OTA and review websites.  

Thus, ORM for hotels is helping hoteliers protect their hotel businesses from negative reviews or handling complaints of customers; otherwise, it could damage the hotel's reputation.  

How Hotels Can Manage Their Reputation Effectively?

Here are the 4 ways that hoteliers can manage their hotel’s reputation: 

• A hotelier can effectively manage the reputation of hotels by responding to all the reviews on multiple platforms.  
• You need to be active on 2-3 platforms to observe what people are talking about your hotel and what kind of reviews they leave on OTA and other channels such as Expedia, Booking.com, Airbnb, etc.  
• Make sure to promptly reply to all those customers who leave a negative review; otherwise, you lose existing and potential customers.  
• Invest in hotel ORM software to manage your online reputation effortlessly, enhance your guest experience, and monitor their feedback in a single place. 

What is the use of Online Reputation Management for Hotels?

If you want to strengthen your online presence, then choosing hotel ORM software is the go-to partner for you. As you already know, hotels' reputation matters the most in today's online space. An online reputation of hotels acts as the foundational pillar for hotels.  

Consider that the online reputation of a hotel business can either make or break your hotel business and can positively or negatively affect sales.  

Hence, to stand out from competitors, you need to use the hotel review management software to manage your online presence with a few clicks in one place.  

As you know, positive reviews strengthen your online presence, and it has a direct impact on hotel bookings. So, there comes the need for online reputation management software, which will help hoteliers simplify the operations of managing reviews all in one place.  

In a nutshell, hotel guest experience software enhances a hotel’s reputation by managing guests' feedback and reviews from a single place.

Hotel ORM software performs various tasks for hoteliers, such as: 

It brings all customer reviews to one place, from OTA to meta-search engine to trip advisor to your website. Hence, it makes the process of reviewing and managing hotel reviews in an easy manner.

It allows the hoteliers to go through past reviews. Additionally, it categorizes the reviews based on different platforms and lets hoteliers know which reviews should be emphasized more. Thus, none of the reviews will go unnoticed.  

Lastly, hotel review management software breaks down guests' responses by conducting sentimental analysis so that hoteliers can understand the behavior and attitude of guests and serve them accordingly in the future. 

Advantages of Online Reputation Management Software for Hotels 

Here are 4 advantages of online hotel reputation management software -

Get you more bookings  

With hotel ORM, hoteliers can expand their business line by collecting and managing the reviews of high-value customers all in one place.  

When more positive reviews are placed on travel sites, and customers are sharing their positive experiences about their stay with others, it would encourage other customers to trust you over others and ultimately make up their minds about booking a stay at your hotel.  

Thus, hotels can build a solid reputation for specific types of customer service.  

Protect your hotel brand image by making improvements

No hotelier is interested in hearing the negative word of mouth that customers spread. Customer reviews are an important area that must be taken care of with care, and they should receive the utmost attention from the hoteliers' side, as one negative review could tarnish a hotel's reputation.  

But, going through a plethora of reviews on multiple platforms is a time-consuming task. Hotel reputation management software allows hoteliers to collect and manage feedback from multiple platforms allowing you to delve deeper into negative reviews and handle them diligently.  

Increases your employee morale  

Your hotel's online reputation matters a lot not only for the guests but also for the hotel's staff. 

If the hotel has a positive reputation in the market, customers praise it for the best customer service and spread positive reviews about the hotel. It would naturally affect your employees and make them feel that the hotel has a good brand image and that they are working in a good environment.

Hence, such positivity encourages them to give their 100% while working and thus boosts employee morale.  

Establish real trust  

Hotel review management software is considered a valuable resource for hoteliers because it makes the hotel look more trustworthy. For instance- Hotel ORM can help hoteliers get more customers and win customers' hearts by displaying positive reviews. 

Additionally, hotel guest experience software allows you to respond to all feedback. Displaying the best star ratings on your booking engine and hotel website intrigues the guests to book a stay with you, not others

Features of hotel reputation management software

Here are 5 important features of Hotel ORM Software that you should take into consideration- 

All the reviews are gathered in one place  

Hotels generate feedback from multiple platforms such as Google, TripAdvisor, booking.com, Expedia, and other channels such as Airbnb.  

Hotel ORM makes it possible to collect all reviews and feedback from guests in one place, allowing hoteliers to learn what people think about their services and how they can improve them in the future.  

Hence, you can manage your guest feedback using automated software and capture guest insights.  

Access to notifications in real time  

Hotel review management software makes the job of hoteliers easy by looking at reviews and sending prompt notifications to the hoteliers about what is being said and by whom.  

Hotel ORM keeps track of positive and negative reviews. If the customer reviews positively, hotels can display them on their website to acquire more customers, eventually leading to more bookings.  

If a customer leaves a bad review, the software alerts the hoteliers to investigate that case, resolve it, and promptly reply to the customer. Having too many negative reviews can damage the hotel's reputation. 

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Acts as the feedback management software  

Receiving feedback from guests is one thing, but if you want to maintain a hotel reputation, you need to analyze the feedback and dig deeper to understand what makes a guest share negative feedback about you.  

You can find plenty of hotel reputation management software with various features that allow the hotelier to respond to customer feedback. 

For instance – There could be an array of features in a hotel ORM wherein a hotelier can offer discount codes to customers who feel dissatisfied with the hotel's services or appreciate the guests for taking out their precious time to share positive experiences with others.  

Competitor comparison  

Before choosing a hotel, customers love to read online reviews of other customers and compare Hotel A with Hotel B and C. This is how they know whether your hotel has a good reputation or not. 

Similarly, Hotel review management software gives unique insights to the hoteliers to compare their hotel performance with their competitors.  

Understanding your reputation can give you a deeper insight into how you stand out from others. Hence, the hotel feedback system provides a comprehensive view of comparing your feedback with competitor reviews.  

Hence, by understanding the score of hotels' competitive set, you can track how your hotels are performing compared to competitors and figure out ways to drive more bookings.  

Creates detailed performance reports  

Hotel review management software creates detailed performance reports by giving you various insights into the services by displaying everything in the form of graphs and reports.  

So, you must invest in a reliable hotel reputation management tool so that you get a chance to improve those services that are less preferred by your guests.  

Best Practices for Hotel Review Management Software  

Now, you get a deeper understanding that online reviews play a dominant role in making or breaking the reputation of any hotel. This guide has shed light on an important element: the importance of online reviews within the hospitality industry. 

Hence, just observing those reviews will not help you in the future because you need to manage those reviews and deal with positive and negative feedback. You need hotel review management software to help hoteliers manage all their reviews from one place.  

At BOTSHOT, you can automate your guest journey by collecting valuable feedback to improve the guest experience and better serve your guests.  

Heda, a hotel guest feedback system, records guest feedback through multiple touchpoints. Additionally, Heda manages the online reputation of hotels on Trip Advisor and major OTAs.  

So, it’s the right time for you to begin your journey with us and delight your guests by managing online reviews effectively.