Hotel reputation management software

Hotel reputation management is the practice of monitoring and influencing what is being said about a hotel or resort online. This involves managing online reviews and feedback across various platforms, responding to comments, and ensuring that the positive experiences outweigh the negative ones. The goal is to create a positive brand image to attract new guests and retain existing ones.

Reputation is crucial in hotels because it directly influences guests' booking decisions. In the hospitality industry, where competition is fierce, a good reputation can set a hotel apart, leading to increased occupancy rates and allowing for premium pricing. Positive reviews and ratings improve a hotel's visibility online, attract more customers, and build loyalty by reinforcing guests perceptions of quality and reliability.

Hotel reputation management software automates the collection, monitoring, and management of reviews across multiple online platforms. Tools like Reviewshake provide dashboards where hoteliers can see real-time feedback, respond to reviews, and generate reports to analyze customer satisfaction trends. The software also includes features for sending out review requests to guests post-stay to ensure a continuous stream of feedback.

Using hotel reputation management software offers numerous benefits, including improved online visibility, which attract more guests. It provides insights into guest satisfaction and areas for improvement that help hoteliers drive service quality. Managing and responding to reviews timely builds a positive public perception, strengthens trust, and significantly increases the chances of repeat bookings and referrals.

Encouraging guests to leave positive reviews can be achieved by ensuring exceptional guest experiences followed by making the review process straightforward and accessible. Using Reviewshake to send timely follow-up emails or SMS messages thanking guests for their stay and inviting them to review their experience often garners positive results. Providing incentives, like a discount on future stays or entry into a contest, can also motivate guests to share their feedback. Training your staff to remind guests at checkout to leave a review can further increase review volume.