How do you encourage and incentivize guests to share their feedback and reviews?

1 Offer multiple channels

One of the best ways to collect guest feedback and reviews is to offer multiple channels and platforms for them to express themselves. This can include online surveys, email invitations, social media, review sites, mobile apps, or even in-person conversations. By giving your guests more options and convenience, you can increase the response rate and the diversity of feedback. You can also tailor your questions and messages to different channels and audiences, depending on your goals and objectives.

3 Ask at the right time

Timing is also crucial when it comes to collecting guest feedback and reviews. You want to ask your guests when they are most likely to respond positively and honestly, and when they have fresh memories of their stay. This can vary depending on the channel and the type of feedback or review you are seeking. For example, you can ask for a quick rating or feedback during the check-out process, or send a follow-up email or survey within 24 hours after their departure. You can also invite them to leave a review on a specific site or platform after a few days or weeks, depending on the frequency and duration of their visits.

4 Show appreciation and recognition

One of the most important aspects of collecting guest feedback and reviews is to show appreciation and recognition for their time and effort. You can do this by thanking them personally or via email, social media, or other channels, and by acknowledging their feedback and reviews publicly or privately. You can also show that you value their opinions and suggestions by acting on them and implementing improvements or changes based on their feedback. By doing so, you can build trust and loyalty with your guests, and encourage them to share more feedback and reviews in the future.

5 Monitor and respond

Finally, you need to monitor and respond to your guest feedback and reviews regularly and consistently. This can help you identify trends, patterns, strengths, weaknesses, opportunities, and threats in your service quality and guest satisfaction. You can also use tools and software to analyze and visualize your feedback and reviews data, and to generate reports and insights that can inform your decision making and strategy. Moreover, you need to respond to your guest feedback and reviews promptly and professionally, especially if they are negative or critical. You can use this opportunity to apologize, explain, resolve, or compensate for any issues or complaints, and to demonstrate your commitment to excellence and customer service.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?