Last updated on 2024年5月25日

What are the best guest feedback and review platforms for luxury resorts?

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In the world of luxury resorts, guest feedback is gold. It's the compass that guides improvements, the mirror that reflects service quality, and often the magnet that attracts new guests. You know that managing guest feedback effectively is crucial for maintaining the high standards expected at luxury resorts. But with so many platforms available, it's essential to choose the best ones that align with your esteemed guests' preferences and your resort's unique brand.

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Michael Hellge

High end guest communication|90% efficency gains|double on-site revenue|analyze guest behavior

1 Online Platforms

Online platforms are the front-runners when it comes to collecting guest feedback. They offer a convenient way for your guests to share their experiences, whether it's during their stay or after they've returned home. These platforms typically include features for survey creation, distribution, and data analysis, making it easier for you to gather insights and act on them. You'll want to select a platform that provides a seamless experience for users, ensuring high response rates and accurate feedback.

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2 Mobile Surveys

Mobile surveys are increasingly becoming the go-to method for guest feedback collection at luxury resorts. They cater to the modern guest who prefers to communicate via smartphone or tablet. The best platforms for mobile surveys are those that offer an intuitive interface and can send surveys directly to guests' devices, often through a resort's app or via SMS. They provide real-time feedback that can be quickly analyzed and addressed, enhancing the overall guest experience.

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Michael Hellge

High end guest communication|90% efficency gains|double on-site revenue|analyze guest behavior
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Ideally, hotels will try to gather ON SITE feedback during the stay to be able to react and turn negatives into positives. Some ways are using your digital guest communication tools like the hotel app to push feedback requests. Guests can be turned into fans when the staff reacts correctly after this.

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3 Social Media Monitoring

Social media platforms are where many guests go to share their experiences and opinions. Monitoring these platforms is crucial for luxury resorts to understand how their brand is perceived. The best feedback platforms integrate social media monitoring tools that allow you to track mentions of your resort, engage with guests, and manage your online reputation. This proactive approach to guest feedback can help you address concerns promptly and show potential guests that you value their opinions.

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4 In-Person Feedback

Despite the rise of digital platforms, in-person feedback remains a valuable source of insight for luxury resorts. The best platforms in this category facilitate face-to-face interactions between staff and guests, encouraging honest and immediate feedback. These platforms may include kiosks or tablets placed strategically around the resort or tools that assist staff in soliciting feedback during guest interactions. This method helps capture the sentiments of guests who may not engage with online or mobile surveys.

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5 Post-Stay Communication

After guests check out, the opportunity to gather feedback doesn't end. Post-stay communication platforms are essential for continuing the conversation and ensuring that guests' final impressions are positive. The best platforms allow you to send personalized follow-up messages and surveys, which can lead to valuable insights about the guest experience and foster loyalty. It's important to choose a platform that integrates with your customer relationship management system for a streamlined process.

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Michael Hellge

High end guest communication|90% efficency gains|double on-site revenue|analyze guest behavior
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With native hotel apps, we found that more than 50% of guests still use the app after the stay. This is a great way to receive honest feedback and being able to individually react to it.

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6 Analytics and Reporting

Finally, the ability to analyze and report on the feedback you collect is what turns raw data into actionable insights. The best platforms for luxury resorts offer robust analytics and reporting tools that allow you to identify trends, measure performance against benchmarks, and make informed decisions. You'll want a platform that presents data in an easy-to-understand format, with the ability to drill down into specifics when needed.

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7 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?

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Michael Hellge

High end guest communication|90% efficency gains|double on-site revenue|analyze guest behavior
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When analyzing our digital guest communication tools and how guests use them to communicate with the hotels, we found that most guests and fans appreciate the opportunity to directly give 1:1 feedback, either anonymous or personal. Use the tools correctly to create a huge fan base and repetitive guests.

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What are the best guest feedback and review platforms for luxury resorts?

1

2

3

4

5

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1 Online Platforms

2 Mobile Surveys

3 Social Media Monitoring

4 In-Person Feedback

5 Post-Stay Communication

6 Analytics and Reporting

7 Here’s what else to consider

Business Management

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What are the best guest feedback and review platforms for luxury resorts?

1

2

3

4

5

6

7

1 Online Platforms

2 Mobile Surveys

3 Social Media Monitoring

4 In-Person Feedback

5 Post-Stay Communication

6 Analytics and Reporting

7 Here’s what else to consider

Business Management

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