What are the top guest feedback and review platforms for hospitality professionals?

Medallia and Revinate are few of the popular online surveys tools used by hotels these days. An automated survey form is automatically sent to guest’s registered email address the moment the guest is checked in into the hotel reservation system.

Online surveys offer a flexible method of gathering specific and thorough input from customers. These surveys can be tailored to focus on particular aspects of your services, such as the check-in process or the dining options. Guests can easily access these surveys through email after their stay or via links in digital receipts, allowing them to provide feedback at their convenience. The anonymity often associated with online surveys also tends to elicit more truthful responses, providing valuable and sincere perspectives on your guests' experiences.

Online surveys are customised against the services you are giving to a guest and it’s based on the brand reputation you have in a company. The guest can choose to mark whether all services promised by you are actually provided on ground or just a promise online and no action in real life.

Through actual stay by booking &trip advisor as example Social media are more controls nowdays so he can’t control shouldnt be in the place and also will be based on individual accident

Review sites play a pivotal role in the hospitality industry by influencing potential guests’ perceptions and decision-making processes. Here are some prominent review sites that are highly valued by hospitality professionals: TripAdvisor Yelp Google Reviews Booking.com Expedia and Hotels.com Zomato OpenTable Facebook Trustpilot Foursquare Each of these platforms has its unique strengths and can provide valuable insights into customer satisfaction and areas for improvement. They also offer an avenue for businesses to engage with their customers by responding to reviews, addressing concerns, and improving their service offerings based on direct guest feedback.

Some reputable review sites for example; TripAdvisor, Expedia, Booking.com etc can be very useful for both consumers and business owners/operators. For the consumers it provides a quick research before deciding on where to stay or dine. For business operators/owners the review verbatim as well as data can be extremely useful. After having these reviews, did we do anything about it? Review sites info can help churn out factual SWOT analysis. It has rich information on its Strengths, Weaknesses, Opportunities, and Threats. You can use review platforms aggregators eg; ReviewPro to gather your combined review data from various platforms and compare them with your competitors. This will help you churn out a strategic part of your Marketing Plan.

Definitely social medias. The best platform which determines make or break of service level. It has become the top platform for guests to respond their satisfactory level and it's even more satisfying when they can also post with photos or videos to make it evident. This is where hotels could grab the advantage on gathering market sentiment, increase followers, maximise database and be interactive towards comments.

One thing that I found useful is that the social media are valuable platforms for guests to share their impressions and their experiences. Apart from that is an advertisement for business and owners without cost

Another perspective to consider is the importance of design in influencing guest perceptions on social media. A well-designed space can become a key feature, an “instagrammable” element, enhancing the appeal of the hotel . For example, a hotel with a visually striking area is more likely to be photographed and shared by guests, creating free marketing. Design elements do elevate the guest experience and serve as powerful visual endorsements when shared on social media, attracting potential guests who are influenced by aesthetics. It is important to invest in thoughtful design as part of a overall guest satisfaction strategy.

Nowadays, most of the guests are sharing their experience on social media. It's now one of the most powerful platforms for sharing their thoughts.

Social media is a smoother & convenient platform to share Guest feedback in today's world. The feedback will reach to end no of people before choosing the property. Also it will add additional value to the property with the positive feedback & with the guest valuable suggestion. Guests suggestion can be implemented with offering new services towards the guest satisfaction .

Other than kiosk, hotels also use multidimensional mobile applications which provides guest with opportunity to scan a QR code, located in their room, or upon check-in that allows them to request multiple services,share feedback or contact a Hotel representative through the comfort of their own mobile, without installing any applications. This type of platforms has been on the rise in the recent years Offering constant improvements to meet the rising hotels and Guest expectations,

Feedback kiosks in the lobby or other busy areas let guests quickly leave feedback during their stay. These devices capture fresh impressions, helping you make immediate improvements. Their interactive nature boosts engagement, offering a convenient way for guests to share their thoughts.

Feedback kiosks are a valuable tool for hospitality businesses, enabling real-time, on-site customer feedback collection. How Feedback Kiosks Work: Location Interface Customization Real-time Data Collection Benefits of Feedback Kiosks: Immediate Feedback High Response Rates Customer Engagement Data Analysis Issue Resolution "Integration with Other Technologies" Feedback kiosks can be integrated with other customer management systems to streamline operations and enhance data utilization: CRM Systems Digital Signage Mobile Alerts Best Practices for Using Feedback Kiosks: Clear Prompts Quick Interaction Privacy Considerations Visible Placement

Feedback kiosks placed in high-traffic areas such as the lobby are an excellent tool for capturing immediate guest impressions. As a professional chef, I recognize the value of these devices in collecting real-time feedback during guests' stays. The instant nature of this feedback allows us to address any concerns swiftly and make immediate improvements, enhancing the guest experience. Additionally, the interactive and convenient design of kiosks tends to increase engagement rates, as guests find them easy and quick to use. This immediate and tangible feedback is invaluable in our continuous effort to refine and elevate our service quality.

Definitivamente son muy valiosos, aunque no siempre en las áreas de alto tráfico es donde los huéspedes y usuarios se sentirían abiertos a utilizarlos.

Mobile Apps get the most authentic reviews The feedback is relevant and instant And the solution can be offered without delays

Mobile apps are increasingly crucial in the hospitality industry, providing a direct channel for businesses to engage with guests, streamline services, and enhance the overall customer experience. "Key Uses of Mobile Apps in Hospitality" Booking and Reservations Check-In/Out Mobile Key Service Requests Loyalty Programs In-App Messaging Local Information and Services

One issue plaguing the hospitality industry is a lack of real-time insight into the guest experience. A Guest facing mobile app , allows the hotel to capture this critical feedback by implementing real-time mechanisms upon the completion of service requests. Capturing feedback from guests before they leave your property provides opportunities for real-time customer satisfaction monitoring as well as instant service recovery by proactively resolving any potential issues. #iNPLASS #Guestmanagement #Serviceexcellence

Mobile apps let guests give feedback during and after their stay. In-app notifications prompt them to rate their experience or report issues to management. This quick communication resolves problems fast, making guests happier. Also, apps collect lots of data to help with long-term decisions.

Mobile apps provide an excellent direct channel for guests to leave feedback both during and after their stay. As a professional chef, I appreciate how in-app notifications can prompt guests to rate their dining experience or report issues directly to management. This real-time communication enables us to swiftly resolve any problems, significantly enhancing the guest experience. Moreover, the data collected over time through these apps is invaluable, offering analytics that can inform long-term strategic decisions. By leveraging mobile apps, we can continuously improve our service and better meet our guests' needs.

Management software in the hospitality industry plays a crucial role in streamlining operations, enhancing guest experiences, and improving overall efficiency. There are several types of management software solutions tailored to different aspects of hospitality operations, including property management systems (PMS), customer relationship management (CRM) systems, revenue management systems, and more.

Computer software?is programming code executed on a computer processor. The code can be machine-level code, or code written for an operating system. An?operating system?is software intended to provide a predictable and dependable layer for other programmers to build other software on, which are known as?applications. Operating systems can be found on all smartphones, tablets, and desktop computers. These systems give the device the functionality it needs. For example, Apple's iOS and Android's OS were developed specifically for portable devices Computer software provides a dependable layer for hardware manufacturers. This standardization creates an efficient environment for programmers to create smaller programs, which can be run

As a Hotelier this is what my analysis be: Integrated Modules: Hospitality management software often includes dedicated modules for handling guest feedback. These integrated systems are designed to streamline the process of collecting and managing feedback. -Data Aggregation:The ability to aggregate data from various sources, such as surveys, social media, and review sites, allows for a comprehensive view of guest sentiment. - Holistic Analysis: By aggregating feedback data, the software provides a complete picture of guest experiences and perceptions. -Trend and Pattern Tracking:Tracking trends and patterns over time is invaluable for understanding how guest sentiment evolves.

Like the rise of meta searches for consumers the developing technology has introduced multiple technological solutions to allow hotels to effectively manage and monitor multiple guest feedback platforms at once. One such software is “Medallia” and “Trust you” systems which collect information from all guest feedback platforms including social media channels, providing a complete overview of the hotel performance from consumer prospective. The online channels where guests like to share their experiences might vary based on the regional preferences however platforms which consolidate information, provide the hotels invaluable insights and a broader prospective of their online reputation.

Best time to collect feedback is when the client has been offered a solution to a problem he / she was facing. That is the moment of truth when he / she will share their experience and ideas.

Feedback and reviews are invaluable tools for growth and improvement and hoteliers should embrace reviews, both positive and negative, and not take them personally but view them as opportunities to enhance the service. By addressing concerns professionally and implementing constructive feedback, hoteliers can demonstrate their commitment to guest satisfaction. A proactive and open approach can turn dissatisfied guests into loyal customers, who appreciate the attention and care given.

According to a late 2023 study by Tripadvisor, 99.9% of consumers consult reviews during the online selection and purchase process. Reviews, as well as photos and the brand of a hotel, are crucial when choosing and booking. Many platforms provide hotel reviews, but the most important ones are: TRIPADVISOR: an evergreen! It remains the favorite of Baby Boomers and Gen X GOOGLE PROFILE: preferred by the younger generations: Millennials and Gen Z BOOKING: One of the most consulted sites, allowing users to understand the strengths and weaknesses of a hotel by checking the scores given to various important aspects and services such as breakfast, comfort, staff, and WiFi connection Not to forget AIRBNB for alternative accommodations.

Feedback and Review in Hospitality Industry- - Feedback and Review has seen considerable growth in the recent past and the Industry itself has witnessed its unavoidable importance to stay out of the curve. - Feedback is as important to the Industry as it is for the Guests itself. The Guests can take informed decisions based on the reviews that appear on for related venues. - Multiple available channels where the Guests can impart their valuable insights also the management can procure the same for improvising the food and service standards. - Online Review platforms come with pros and cons, where any positive feedback can end up attaining and retaining the Guests whereas any negative feedback tarnishes the online reputation of venues.

Direct Online Travel Agencies (OTAs) like Booking.com and Expedia often provide the most comprehensive feedback options, as guests can leave reviews directly after booking and staying. This ensures relevance and credibility in the reviews, aiding in decision-making for potential guests. Additionally, direct OTAs often provide tools for hotels to respond to reviews, manage their reputation, and address any concerns promptly.