The Benefits of Review Analysis For Your Hotel
It is not an understatement to say that customers are the lifeblood of any business. When they take the time to share their thoughts about your hotel, booking experience, price, and service, you should take every opportunity to see what they said and learn from it. Analyzing your reviews can benefit your hotel, staff, and bottom line, and the hotel review management team at Positive Sentiment is here to tell you how.
What Is Review Analysis?
Review analysis consists of reading your reviews objectively and digging into what the guests say about your hotel. Not just what each customer says but what trends you can find across multiple reviews. You can also learn valuable information based on the channel on which the review was written, as different review sites ask your guests different questions and ways to rate their stay.
Review Analysis Helps Improve the Customer Experience
Analyzing your reviews can reveal much information about how guests see your hotel and how happy they are with your service, accommodations, and amenities. Guest feedback can identify the strengths and weaknesses of your property, new sales opportunities, and more. The insights you gain can help you better understand what your customers want and allow you to provide it for them.
Guest feedback can help you determine everything from whether the staff is friendly enough to how your housekeeping standards are perceived. All comments are an opportunity to coach your team on meeting your guests’ expectations. Effective review analysis is a key component of a successful approach to digital marketing for hotels. Knowing what your customers want puts you in a position to be able to provide it to them.
Review Analysis Helps You Prepare to Deal With Issues
While five-star reviews are fantastic to receive, there will always be customers who have a poor experience for one reason or another. When unhappy sentiments occur, take that opportunity to dig into their problems and formulate a way to prevent them from happening again.
For instance, you receive several poor reviews over dates when a youth sports group was in-house. While you can’t just say no to future sports teams and the revenue they bring, there are always ways to minimize those bad reviews from happening again. Keep the group’s rooms together and away from other guest rooms. Offer the team a meeting room free of charge to enjoy meals away from your public areas. Stay informed of any issues during the group’s time at the hotel, and be ready to extend an olive branch to inconvenienced patrons. These practices make for happier guests, typically leading to better reviews.
Compare Your Reviews to Your Competitors’
When positioning yourself against other hotels going for the same business, paying attention to competitor reviews is extremely valuable. Knowing their weaknesses and being able to suggest that your hotel doesn’t have the same issues, both in speaking to potential customers and how you respond in your reviews, can be the difference between getting the business or not.
Review Analysis Helps You Manage Your Reputation
Offering quality review responses can help others understand what kind of hotel you have and how you treat your guests. Sometimes all you can do is apologize when a guest has a bad experience, but there are subtle ways to inform readers that you did all you could to make the guest happy. Responding and letting others know you care can go a long way toward a traveler deciding to stay with you.
A Better Hotel Review Management & Analysis Service
We can’t stress enough how important reviews are to your business. Not only can they help you get an honest picture of how your customers perceive you, but they also give you a chance to let anyone reading your response know that you care about your guests and their stay.
If you would like to speak with a professional online review management team to learn more about review analysis, we can help. Contact us today to learn more about the transformative benefits of competitive review analysis.