How to eliminate bad reviews on booking.com or tripadvisor?
Finally, it’s winter vacation time and the first
thing you do is type one of the available booking portals and search for a nice
place to go and nice hotel to stay in. How do you usually choose the hotel
where you plan to bring your family and spend excellent time together? Do
you care about a number of the stars? Are you looking for an all-inclusive resort
with plenty of facilities, or a smaller chalet-style hotel is a better fit for
you? You scroll down through the whole description and photos and it feels like
you found “THE” accommodation, but then you throw an eye on the reviews, and
that makes you change your mind. One would never imagine how simple guest
reviews can be powerful. It erases all the luxurious pictures, all the hotel
amenities, and anything that you were fascinated by at the top of the page is
forgotten in a second.
Bad things happen, technical problems can
occur, people make mistakes, “c’est la vie”. The important thing is how the
hotel reacts. But you cannot react if you are not notified about what’s
happening in your hotel. You have no idea that the toilet in the lobby is out
of toilet paper, or the light in the bathroom burnt out, the guest in a room
no.36 was supposed to have a welcome drink and unfortunately, he has been
overlooked. If you don’t fix all of this immediately people will surely let you
know about it when they will be filling in the satisfaction form after
returning home. And this is too late for them as they retain their unpleasant
experience and too late for you as they may share their dissatisfaction on one
of the portals. This is definitely not what you are looking for.
I am sure hotels care about guest reviews and
for sure they fix the inconveniences as soon as possible. So when the new
guests check-in they will spend a great time because the waiters will be more
polite, the room will be ready according to the special requests, the music in
the bar will not be that loud as the last time, etc....But how does this help
me with my post-vacation blues? I am not there anymore and after my experience, I certainly don’t plan to go back. This means the hotel didn’t manage to turn
me, as the first time guest into the back-to-back guest and that means is
losing his revenues.
And here we come with our solution. We can’t
fix the things for you but we can notify you and give you the chance to react
immediately when the problem arises. We integrated a new functionality into our
“I am MAX” application that allows you to make a complaint in a real-time. The
guests have a possibility to report any problem any dissatisfaction right away
when it happens. How does it work? It’s simple. There are stickers with QR code
at the hotel with a direct link to “I am MAX” which allow guests to report any
complaint in a few clicks. The information will be sent directly to the hotel
via email that gives the hotel enough time and opportunity to solve the issue
during the stay. If the guest wishes he can be informed about the progress
made.
“I am MAX” allows you to capture
the negative guest experience during the stay and try to resolve it before it's
out there on the portals discouraging potential customers. If you manage to
deal with the issue during the stay, the guest leaves satisfied. Yes, positive
reviews, seems to be the key decision-maker. It’s not the criteria No.1, it’s
rather the last thing you check, but it’s the one that counts.
We
believe that all these simple opportunities to be closer to your guests,
listening to their needs or complaints help you develop positive vibes about
your hotel that is truly appreciated by guests. This, in the end, brings you
the happy customers and the revenue that you set up as a goal for your KPI.
If you agree with us, just try I am MAX at your hotel as well and let's grow up together.Visit www.getmaxapp.com/register to try free demo.