How can I ask guests for a review?
In today’s digital age, online reviews are the lifeblood of hospitality businesses.
Gone are the days when recommendations were whispered in private circles. In this era of transparency, customers share feedback on public review platforms, offering a treasure trove of insights for hoteliers.
To truly harness the power of these insights, it is crucial for you to actively request reviews instead of merely hoping that customers will take the initiative. With this approach, you can transform your online reputation and fuel your growth.
We’ve helped businesses collect over 126 million reviews, so we know a thing or two about how to get the feedback you need. Let’s take a look at some of the most effective ways to ask guests to leave a review for your hotel.
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Don’t wait for a review – ask for it!
You might hope that guests will leave a rating on their own, and sometimes they might even choose a platform where you need more reviews. However, some guests may not leave a review at all, either because they’re too busy, forget, or simply feel their experience wasn’t remarkable enough to share.
Actively asking guests for reviews is a more effective approach. Using a review management tool can automate this process, saving you time and offering several benefits. Your review scores will likely increase, resulting in more and higher-quality ratings. Additionally, you’ll have greater control over where and when reviews are published, allowing you to manage guest feedback and analyze it based on your needs.
But how exactly can you ask your guests for a review?
Discovering the most effective ways to ask your guests for a review can be a game-changer for your hotel’s online reputation; let’s explore various methods to seamlessly gather valuable feedback from your guests.
1. Targeted questionnaires
Every hotel attracts different types of guests, each with their own unique needs and expectations.
Customisable questionnaires allow you to design surveys that reflect your business’s branding and focus on specific areas that require improvement. By asking targeted questions, you can gather valuable insights from customers that will help you enhance their experience and strengthen your hotel’s reputation.
Imagine this scenario: You’ve noticed that although your hotel’s restaurant has a talented chef and a diverse menu, the overall guest satisfaction is not as high as you expected. You suspect that the ambience and layout of the restaurant might need improvement, but you’re not sure where to begin. To gather feedback, you decide to create a customized questionnaire focused on the restaurant experience.
Your personalised questionnaire includes questions about the guests’ dining preferences, their impressions of the décor, and the atmosphere of the restaurant. You also ask about their favourite dishes and any suggestions they might have for improvement. The questionnaire is designed to match your hotel’s branding, with an elegant layout, warm colours, and a friendly tone that invites guests to share their thoughts.
A couple, Laura and Mark, who recently stayed at your hotel for a business trip, receive the questionnaire after their visit. They recall their dining experience at your restaurant, where they enjoyed a delicious meal but felt that the lighting was too dim and the background music too loud for a comfortable conversation. Encouraged by the thoughtful and specific questions in the questionnaire, Laura and Mark provide detailed feedback on their experience, highlighting the areas that could be improved.
Armed with the insights gathered from Laura and Mark’s response, along with feedback from other guests, you now have a clear direction for enhancing your restaurant’s ambience. You decide to adjust the lighting to create a cosy yet well-lit atmosphere and lower the volume of the background music. As a result, guests can now enjoy their meals in a more comfortable setting, leading to increased satisfaction and positive reviews for your restaurant and hotel.
By utilizing customizable questionnaires, you can focus on specific aspects of your business and obtain the actionable insights needed to make targeted improvements. This approach not only demonstrates your commitment to meeting your guests’ expectations but also helps you create memorable experiences that will set your hotel apart from the competition.
2. Invite guests to rate your business via email
As a hotelier, you understand the power of personalised communication with your guests. Imagine automating the process of sending review invitations to customers via email, making it seamless and efficient. By integrating your customer management system with a review management tool, you can ensure that review requests are sent to customers automatically, saving you time and effort.
Picture this scenario: A young couple, Sarah and Tom, just spent a wonderful weekend at your hotel celebrating their anniversary. They enjoyed the beautifully decorated room with a stunning view, the candlelit dinner at your on-site restaurant, and the relaxing spa treatments. Throughout their stay, your staff went above and beyond to make their experience memorable. As they check out, Sarah and Tom are beaming with happiness, expressing their gratitude for the exceptional service.
With your automated email review invitation system in place, Sarah and Tom receive a personalized email shortly after their departure, thanking them for choosing your hotel and inviting them to share their experience with others. The email includes a warm message, a photo of the picturesque view from their room, and a link to leave a review.
As Sarah and Tom read the email, they are reminded of the amazing weekend they spent at your hotel. They feel compelled to share their experience and help others discover your hotel’s exceptional service. They write a heartfelt review, describing the attention to detail, the warm hospitality, and the unforgettable moments they shared. Their review is published on a popular travel website, where it’s read by hundreds of potential guests searching for a romantic getaway.
The integration of your customer management system with a review management tool has not only saved you time but has also captured the genuine emotions and appreciation of your guests. This personalized and timely approach increases the likelihood of receiving positive reviews, ultimately attracting more guests and enhancing your hotel’s reputation.
3. In-house feedback via Wi-Fi
Collect the feedback of your guests already during their stay in your house via Wi-Fi. That way, you can tackle problems directly on site. At the same time, you get insightful, real-time feedback on all your in-house services.
Picture your hotel restaurant on a weekday morning. Amidst the aroma of freshly brewed coffee and the sound of clinking cups, a young professional named Emma finds a cosy corner to set up her laptop and enjoy her breakfast. As she connects to your complimentary Wi-Fi, a friendly pop-up appears on her screen, inviting her to share her thoughts and feedback about her experience.
As Emma sips her cappuccino and nibbles on a warm, flaky croissant, she notices that her coffee is slightly cooler than she prefers. Encouraged by your proactive approach to gathering feedback, she takes a moment to provide her input, mentioning her preference for a hotter coffee. Within minutes, a staff member approaches Emma with a steaming hot cappuccino, apologising for the oversight and ensuring her satisfaction.
By offering Wi-Fi access and encouraging customers like Emma to provide feedback during their visit, you’re able to address any issues immediately, turning potential negative reviews into positive experiences. This real-time insight into your services allows you to continuously improve and adapt, creating an atmosphere where guests feel heard and valued, fostering loyalty and boosting your reputation as a welcoming and responsive establishment.
4. Ratings on-site via tablet
Tablets are your choice if you want to ask your guests for an evaluation during their stay. So you can present the questionnaire not only in digital form, but in person, to your guests – for example at the reception desk, while your staff is preparing the check out.
Imagine a charming boutique hotel nestled in the heart of a bustling city. After a long day of exploring the urban landscape, guests return to the hotel’s serene oasis to unwind. At the reception desk, a friendly staff member, Lily, warmly greets them with a tablet in hand, kindly requesting their feedback on their stay so far.
As Mr. and Mrs. Thompson, a couple celebrating their anniversary, approach the reception to extend their gratitude for the surprise chocolate-covered strawberries in their room, they also notice the tablet. Lily, seizing the opportunity, hands them the device and encourages them to share their thoughts about their experience. Delighted by the personal touch, the Thompsons gladly provide a glowing review, praising the exceptional service and attention to detail.
Simultaneously, a solo traveller named Jack shares that his room’s air conditioning seems to be malfunctioning. Lily swiftly takes note of the issue and assures Jack that it will be resolved promptly. By the time Jack returns to his room after dinner, the air conditioning is working perfectly, and he’s left impressed by the hotel’s commitment to guest satisfaction.
Using tablets to collect customer reviews on-site not only encourages face-to-face interaction but also makes it more likely for guests like the Thompsons and Jack to share their feedback and address any concerns. This proactive approach creates a memorable experience, demonstrating the hotel’s dedication to exceptional service and fostering long-lasting connections with its guests.
5. Evaluation invitation by SMS
Are you missing your guests’ e-mail addresses, but have their mobile numbers? Then why not send your review request straight to their phone?
Imagine an idyllic beachfront hotel, where the sound of waves crashing and the scent of salty air creates a relaxing retreat for vacationers. To maintain their stellar reputation and attract more guests, the hotel management recognizes the significance of collecting feedback and online reviews.
One sunny afternoon, a family of four checks out after a memorable week-long stay, filled with building sandcastles, lounging by the pool, and dining at the hotel’s exquisite ocean-view restaurant. Upon check-out, the front desk staff, Mark, kindly asks for their phone number to send them special offers and updates about the hotel. However, the family didn’t provide their email addresses during the reservation process.
A day after their departure, Mark sends a personalized SMS to the family, thanking them for their recent stay and inviting them to share their feedback and experiences. The message arrives as the family is reminiscing about their amazing vacation, and they’re more than happy to leave a glowing review, praising the hotel’s attentive staff, pristine facilities, and breathtaking location.
In a hotel setting, sending review invitations via SMS is an effective way to reach guests who might not have shared their email addresses. This approach allows you to gather valuable feedback, improve your online reputation, and create lasting connections with your guests, all while respecting their communication preferences.
6. Reviews via QR Code
Inviting guests to write a review also works if you do not have their email address, mobile number, or free Wi-Fi. Use QR Codes! Especially for hotel restaurants, this is a great option. You can display the QR code on the menu or drinks menu, on bar displays, stickers or invoices. Your guests scan the code and land directly on the evaluation form.
Envision a cozy, boutique hotel tucked away in a scenic mountain town, where the crisp air and stunning vistas provide the perfect backdrop for relaxation and rejuvenation. The hotel’s on-site restaurant offers a mouthwatering menu that showcases local flavors and ingredients, delighting the guests’ taste buds and further enhancing their stay.
To gather feedback and maintain a strong online presence, the hotel management strategically places QR Codes throughout the restaurant and hotel premises, making it easy for guests to share their experiences.
One evening, a couple celebrating their anniversary enjoys a romantic candlelit dinner at the hotel’s restaurant. As they savor each course, they can’t help but notice the QR Code elegantly displayed on the corner of their menu. Intrigued, they scan the code with their smartphone and are instantly directed to a beautifully designed evaluation form.
As they share their impressions of the delicious cuisine, impeccable service, and enchanting ambience, their review captures the essence of the magical evening they spent together. This feedback not only provides valuable insights for hotel management but also helps to attract future guests seeking a memorable and intimate dining experience.
In conclusion, actively seeking guest reviews is a game-changing strategy for hotels that want to build a strong online reputation and attract more visitors. By implementing creative and convenient methods such as email invitations, customizable questionnaires, in-house feedback via Wi-Fi, on-site reviews using tablets, SMS invitations, QR Codes, and more, hotels can effectively gather valuable insights and showcase their commitment to exceptional service.
Now that you’re equipped with these effective tactics, it’s time to take your hotel’s review management to the next level. Don’t miss out on our wealth of resources designed to help you excel in the world of hotel review management.
Dive into our expert guides, insightful articles, and success stories to learn more about maximizing your online presence and providing unforgettable experiences for your guests. Check out our resources and elevate your hotel’s reputation today, or go ahead and book an introductory call to learn how we can help you manage your feedback and reviews.
Content updated May 2023