Online reviews – they’re everywhere today. From e-commerce stores to hotels, people love to share their thoughts about their experiences. It’s about more than just venting when you have a bad customer service experience, though. Online reviews are a form of social proof. They tell others what to expect from a product, service, or company.
In the case of your hotel, online reviews tell prospective guests what their stay might be like. And, if the review is negative, it can convince many would-be guests to look elsewhere. With enough negative reviews, you may find that your reputation is damaged and your ability to attract new guests is curtailed.
How do you avoid this fate? It’s called online reputation management and it’s a process that too many hotel owners and decision-makers get wrong. In this post, we’ll explore online reputation and what you can do to protect it.
Negative reviews are the result of a less than stellar experience at your property. It could be that the guest had unrealistic expectations. It could also be that your staff somehow dropped the ball. No matter the underlying reason, though, guest conflict is a sign of something being wrong that needs to be addressed.
It’s critical that you do so because your online reputation can define your property for any potential guests. It takes very few negative reviews to “poison the well” so to speak, and once your online reputation is tarnished,…