Review Response Best Practices: Pool

As the temperature rises, hotel pools quickly become a priority for guests seeking relaxation and a place to cool down. In the hot summer months, a well-maintained pool can be the centerpiece of your hotel's amenities and serve as a key differentiator from competitors.?

For hoteliers and management teams, maintaining a pristine pool is essential for guest satisfaction and enhancing the property's reputation and revenue. Keep reading for expert strategies for responding to negative reviews and practical tips for improving pool facilities.

The Allure of a Hotel Pool

A hotel's pool is often its most important feature, providing guests with a place to unwind from the bustle of everyday life. Whether they prefer to relax by the water, go for a swim, or participate in poolside activities, guests appreciate a clean, safe, and well-equipped pool area. Beyond the immediate enjoyment, a well-maintained pool reflects the hotel's overall commitment to guest satisfaction and attention to detail.?

While the physical presentation of the pool and its features matters, being transparent about it online is equally important. Set the guests' expectations through images, descriptions, and social media posts online to ensure there is no let-down when they arrive. Whether your pool is small or extravagant, being honest with your guests can relieve some of the negative reviews that come through.

Examples of Pool Complaints

Negative reviews can impact a hotel's reputation and deter potential guests from booking with you. Responding effectively to bad reviews about your pool can mitigate damage and demonstrate a commitment to improvement. Here are some best practices for handling such feedback:

1. “The property looked different than I expected, more like condos. I was disappointed that the pool area closed at 8. I like to go to the jacuzzi at night. The jacuzzi was barely lukewarm though so that would be disappointing anyway. Overall, I enjoyed the property.”
2. “Our second day we went to the pool closest to our room. We laid down and were hanging out when we were told it was reserved for a private party. There were no signs posted and they didn’t tell us until after an hour. Because of this pool closure, everyone had to go to the other pool … which we were now at least an hour late to get to. Once there … there was no place to lay down let alone a place to sit. Too many people.. we should have been warned. The only redeeming quality was the pool staff .. they were great.”
3. “My friends and I received poor service from the pool, even though we paid $500 to reserve a dirty cabana. the cabana was dingy at best. The pool attendants constantly ignored us, resulting in having to wait in extremely long lines at the bar (which is what you want to avoid by getting a cabana). I ended up wishing I had booked at a different pool with slightly cleaner water.”

How to Respond to Those Reviews

1. Start by acknowledging the guest's concerns. Thank them for bringing the matter to your attention and apologize for any inconvenience they experienced.
2. Look into the issue raised. Whether it's water quality, cleanliness, or inadequate amenities, ensure the problem is identified and rectified promptly.
3. Inform the guest about the steps you have taken to address their concerns. This could include increasing cleaning frequency, upgrading facilities, or providing additional staff training.
4. Consider offering compensation such as a discount on their next stay, a complimentary service, or a free meal. This gesture can help regain the guest's goodwill.
5. Encourage the guest to contact you directly for further discussion. This shows that you value their feedback and are committed to resolving any issues.

By responding thoughtfully and proactively to negative reviews, hotels can turn dissatisfied guests into ones who might appreciate the hotel's dedication to continuous improvement.

Let’s Respond

1. “Thank you for sharing your experience. We're glad you enjoyed the property despite the differences from your expectations. We appreciate your feedback about the pool area hours and the jacuzzi temperature, and we'll look into these concerns. We hope to provide a more satisfying experience on your next visit.”
2. “Thank you for your detailed feedback. We're glad you found our pool staff great despite the challenges you faced. Your comments about the pool reservations are important, and we are addressing these matters to improve guest experiences. We sincerely hope to have another opportunity to provide you with a more enjoyable stay in the future.”
3. “Hello, We appreciate the opportunity to have you stay with us, and we thank you for taking a moment to share your comments. Providing exceptional hospitality is our top priority, so we're disappointed your experience was not what it should have been. We'll discuss your remarks with our staff to ensure our high standards are being upheld. We are better than this and hope to have another opportunity to welcome you back and impress you with the top-notch service and spotless amenities we are known for.”

Time to Improve!

The key to avoiding any negative reviews about your pool is to do everything you can to maintain your pool area and set clear guidelines for usage. To ensure your pool remains a highlight of your property, consider implementing the following enhancements:

• Increase Seating and Towel Availability: Ensure there are enough lounge chairs and towels for all guests. Nothing is more frustrating than not finding a place to sit or a dry towel.
• Maintain Water Quality: Regularly test and treat the pool water to ensure it meets health and safety standards. Clear, clean water is a must for any inviting pool.
• Enhance Cleanliness: Regularly clean the pool and surrounding areas. This includes skimming debris, vacuuming the pool floor, and ensuring the deck is free of dirt and trash.
• Add Entertainment Options: Offer engaging experiences like poolside music, local DJ events, or themed parties. Activities such as movie nights, trivia, or local vendor pop-ups can also draw guests to the pool area.
• Improve Safety Measures: Train staff on pool safety and emergency procedures. Make sure lifeguards, pool attendants, and maintenance staff are well-prepared to handle any situation.
• Educate Guests: Clearly communicate pool rules and etiquette to guests. Use signage, brochures, and staff reminders to ensure everyone understands how to enjoy the pool safely and respectfully.

Beat the Competition

In the competitive hospitality industry, a well-maintained and inviting pool can set your hotel apart. By addressing negative reviews constructively and continuously improving pool facilities, hotels can enhance guest satisfaction and build a strong reputation. A dynamic pool area not only attracts more guests but also encourages them to return, ultimately boosting your hotel's revenue and success.