How can you choose the right guest feedback and review platform to enhance your hotel's online reputation?

Identificar las necesidades específicas de tu hotel en cuanto a un sistema de comentarios y rese?as de huéspedes es fundamental antes de sumergirse en la selección de plataformas. Considera el tama?o de tu propiedad, el volumen de huéspedes y el nivel de análisis que necesitas para comprender las opiniones de manera efectiva. Además, asegúrate de buscar opciones que se integren bien con tu sistema de gestión de propiedades actual. Al tener claro qué es lo que necesitas, podrás enfocarte en las plataformas que ofrecen exactamente lo que tu hotel requiere, optimizando así tu elección.

Según mi experiencia es de vital importancia identificar las necesidades de la propiedad, así como la facilidad para que los huéspedes la puedan usar en simples pasos, es también muy importante la selección de preguntas, algunas veces son demasiadas preguntas o rubros por calificar que lo único que hacen es hacer que el huésped desista a responder.

To enhance your hotel's online reputation, choose the right guest feedback and review platform by researching options like TripAdvisor, Google Reviews, and Booking.com. Prioritize platforms with a broad user base relevant to your target audience and robust review management tools. Look for integration with existing systems, customization options for your hotel profile, and access to analytics for informed decision-making.

A hotel's reputation is crucial for gaining the trust of undecided clients within their budget and our offerings. For chains with a set budget, it's important to choose a platform that meets most of our needs. Smaller chains can create their own rating systems to measure satisfaction and improve positioning. Before implementing any platform, analyzing comments and complaints, providing appropriate responses, and following up is essential. Staff must understand the importance of resolving any issue, no matter how small, to build loyalty. Having the best feedback platform is useless if we don't ensure all customers leave satisfied with their stay.

To gather more specific feedback, the platform should offer customizable survey options. This enables you to ask targeted questions that align with your hotel's goals and unique needs. Personalized surveys can also enhance guest engagement and response rates. Medallia is a leader in this space, providing robust survey customization features along with comprehensive analytics. These robust analytics help you capture detailed and actionable guest insights, driving strategic improvements in guest experience.

Unless your hotel is in some very remote destination, the choice is very simple: you choose either ReviewPro or TrustYou. Both are the global leaders in Online Reputation Management (ORM)

Verificar la capacidad de integración es esencial al elegir una plataforma de comentarios y rese?as para tu hotel. Asegúrate de que se integre sin problemas con tu sistema de administración de propiedades, permitiendo a los huéspedes dejar comentarios de manera automática después de su estadía. Esta sincronización facilitará la recopilación de comentarios oportunos y auténticos. Además, verifica si la plataforma se puede vincular con tu sitio web y redes sociales, para mostrar las críticas positivas en diferentes puntos de contacto en línea, maximizando así su impacto.

Your Online Reputation Management (ORM) platform should interface with your property’s PMS, CRM and RMS platforms. Sentiment data from the ORM feeds your RMS and revenue management decisions , and enriches your CRM data and personalization capabilities. By enhancing your CRM with ORM data, you can turn guests into repeat guests and brand ambassadors.

Online Reputation Management isn't just about your rooms, but also about all the experiences your hotel offers. This may be internal experiences (spa, wellness, dining) but also experiences provided by your external partners (tours, activities, transfers) that are sold through your hotel. Make sure you capture your guest feedback about these experiences, and make sure you act on it! Getting live, actionable reviews of in-house and partner activities is a must.

Opt for the highest accuracy data available. Utilize technology capable of analyzing millions of properties and reviews daily. Ensure they use AI trained on massive datasets for the most comprehensive overview and granular insights.

There are many factors to be considered when selecting a vendor for your guest experience platform (from security, scalability of the platform, how it integrates with your PMS and RMS - the list goes on and on). However, after working in this field for 10+ years with hoteliers around the world, from budget to luxury, the main criterion for success is selecting a vendor who truly acts as a partner. It′s important to choose a partner who ensures Guest Experience sits at the heart of everything you do, engaging everyone from owners to F&B to maintenance teams. Relevant data to relevant team members is key and a partner should be able to create guest experience strategies tailored to your brand to ensure you gain the competitive edge.

Choosing the right guest feedback and review platform is pivotal in the era of AI and human collaboration. Start by selecting a platform that integrates seamlessly with AI tools to analyze trends and sentiment in real time, providing actionable insights. Ensure it allows for personalized responses, enabling staff to address feedback authentically while AI suggests customized solutions based on guest preferences and past interactions. This synergy not only enhances guest satisfaction but also boosts your hotel's online reputation through a demonstrated commitment to personalized guest experiences. With reputation management creative response is key.