Hotels struggle to reach and captivate their audience with the hospitality industry becoming more competitive. Knowing how to market your hotel is crucial if you want to capture more market share and attract new guests. If you take the correct actions, you will successfully separate your hotel from the competition and become a leader in your respective region. The primary tool to focus on to properly market your hotel is online guest reviews. The advantage they give hoteliers is the ability to assess the review and take action in real-time. 

Be Available

Regarding guest reviews, you want to be a hotel with which the public can communicate and easily contact. If you never see it, there is no point in a guest leaving your hotel a review online. Guests frequently write reviews after their stay at a hotel, so you want to ensure you are listening and responding to each review. The benefit of responding will present itself through customer loyalty.

Read Each Review

Guests take valuable time out of their day to write a review and give you meaningful feedback. As a hotelier, make sure you do your due diligence and appropriately take time to read the reviews. Additionally, if it is a negative review, put yourself in their situation and try to see things from the guest’s perspective. Understanding and relating to the reviewer allows you to connect with them. With this authentic relationship, you can leverage it and differentiate your brand from competitors. 

Respond Promptly

Time is of the essence when responding to guest reviews, positive or negative. To effectively market your hotel with online reviews, you must show future guests that you can reply in a timely manner. No guest cares about a response that arrived late. The quicker the response, the better. By immediately answering a guest, you will leave a lasting impression on them and create a repeat customer.

Resolve Objections

Many guests write reviews with concerns or complaints. The review could mention how your hotel did not meet their expectations, like having insufficient housekeeping, poor breakfast, unsanitary amenities, or various other reasons. Resolving their objections is the main way to market your hotel in these circumstances. Provide actionable resolutions to these criticisms and thank the reviewer for their feedback if possible. Potential guests who research your hotel or come across these reviews will have reassurance and confidence that you are an eligible hotel. 

A Hassel Free Alternative

Setting aside time and manually replying to every review directed at your hotel is no simple task. At Travel Media Group, we take your hotel to the next level. By implementing our Respond & Resolve™ solution, we refine and optimize your review response process. Put your best effort into managing your hotel property while we oversee your guest review profile. Contact us today and start marketing your hotel the right way.