Customer feedback is important for every business, and hotels are no different. In fact, 81% of people always read reviews before booking a hotel. 51% of individuals would never book a hotel that has zero reviews.
These numbers indicate that feedback is an integral part of the hotel business. Positive reviews make people feel that they can trust you and that you care for your customers.
Another benefit of customer feedback is that it helps improve your hotel operations. But the question is how to collect as much customer feedback as possible?
Here are four ways to get more feedback for your hotel.
1- Provide a Memorable and Amazing Experience
When your customers enjoy your services, they will be more likely to share their feedback. The best way to provide a memorable experience is by offering great customer service. Ensure that your guests get everything they want and always treat them with a smile.
Alongside customer service, make efforts to provide an individualized experience to each guest. Remember, every person has different reasons for their visit, different personalities, and different preferences. Even the simplest gestures like a hand-written note, a welcome drink, or a personalized greeting could wow the customers.
2- Encourage Customers to Leave a Feedback
While it seems obvious, not many hoteliers ask customers for feedback directly. Letting customers know that you have a customer feedback system to collect reviews increases your chances of getting one.
Train your staff to encourage customers to leave feedback at critical touchpoints, such as hotel reception (during checkout) or in the restaurant.
If you have a customer’s email address or phone number, you can even create email or SMS campaigns to encourage customers to leave feedback online.
3- Ask the Right Questions
If you are looking to obtain in-depth feedback from your hotel guests, it is essential to ask the right questions. The questions should be useful and actionable so that you can improve your services.
Here are some questions that you can ask your hotel guests:
- How was your experience with us?
- Will you revisit us when you come to the city the next time?
- How likely are you to recommend us to your friend?
- What did you like the most and least at our hotel?
- Is there anything that you think needs improvement?
At the same time, you would not want to bombard your guests with a list of questions. Therefore, decide on a few questions that reflect your brand value. You could also consider offering multiple choices, so customers can easily tick the option they feel is relevant.
Here is an example of how a guest satisfaction form looks like. It has limited questions with options to choose from. It also allows the guest to rate the services from 1-5 based on their experience.
4- Make It Easy for Customers to Leave Feedback
No customer would want to go through the hassle of searching online and clicking around just to leave feedback. Therefore, make sure to guide users on where they can leave reviews.
Make sure to add links to your hotel profile (where customers can leave a review or feedback), including your social handles. If you have registered your hotel with third-party review sites, such as TripAdvisor, add those links as well.
For the guests in the hotel, you can create a custom QR code, which, when scanned, takes the customer to the review page.
Customer feedback is one of the best ways to find loopholes and opportunities in your services. It is also a great tactic to build trust with potential customers and stay ahead of your competitors. Use the four ways mentioned above to get more feedback from your hotel guests.
Did we miss any great technique to gather feedback from hotel guests? Let us know in the comments.