Responding to positive hotel reviews also has a direct impact on your overall hotel rating, which also influences the guest’s final decision.
Responding to positive hotel reviews also has a direct impact on your overall hotel rating, which also influences the guest’s final decision.
As a hotelier, you must be aware that your potential guests are more likely to discover your property, either through referrals or effective online marketing. Hence, maintaining an active online presence for easy accessibility is a must for every hospitality business.
However, with marketing budget constraints, it becomes mandatory for hotels to allocate funds strategically. But what if we told you that you could utilize one key element of your business as an effective marketing tool — without spending a dime?
That key element is a ‘positive hotel review’ — first-hand genuine experiences of what the guests perceive about your hotel.
So, in today’s article, we will cover strategies to implement while responding to positive hotel reviews and a lot more. Read on!
An individual is more likely to trust another individual than the brand’s marketing. Hence, online hotel reviews, whether positive or negative, help potential guests make informed decisions before booking their stay. But most importantly, positive reviews help in affirming the guest’s choice.
Moreover, as per a 2016 study by Cornell University, a direct correlation was found between booking revenue and review response rates. It indicated there was a 2.2x increase in booking revenue of hotels that had a response rate of 40 - 45%. This strengthens the significance of positive hotel reviews even deeper.
To understand it better. We have listed down a few benefits of why positive reviews are important for hotels.
As per a survey by Tripadvisor, 77% of respondents are more likely to book a hotel If the business owners respond to reviews. Moreover, as per another report by TripAdvisor, hotels that respond to reviews are 21% more likely to receive direct bookings.
This implies that responding to positive hotel reviews is one of the most effective ways to attain a thriving hospitality business.
Responding to positive hotel reviews also has a direct impact on your overall hotel rating, which also influences the guest’s final decision. Hotel star ratings are considered to be directly proportional to the standard of services offered by the respective hotel. The higher the rating, the more you can expect from the hotel.
Here is an overview of the response rate in accordance with the Average Review Rating.
As per Review Trackers, 40% of travellers are likely to write a guest review after a positive experience. So it’s evident that there is no other way to secure a positive review, other than offering an exceptional service.
But how would you differentiate the kind of experience the guest had solely based on a review? For that, let’s understand its types.
Just like guest satisfaction, staff services are an intangible aspect of a hospitality business. Right from warm and friendly greetings to prompt responses and on-time service, great staff service plays a huge role in attaining a positive guest experience.
98% of travellers state that important amenities namely comfortable beds, toiletries, wifi connectivity, etc have a huge impact on their decision-making process. Reviews that highlight such facilities assure the potential guest of a well-equipped and relaxed stay.
This type of review highlights the overall features of your hotel, inclusive of staff service, rooms and ancillary service, hotel location, etc. Don’t forget to publish this type of review on your socials and website to optimise your brand positioning.
There is another type of review which only mentions the ratings and not the context. They could be anywhere from the range of 3.5 stars to 5 stars. Don’t just like the rating and leave it at that! Respond to such reviews concisely. How NOT to Respond to Positive Hotel ReviewsBefore knowing how to respond to positive hotel reviews, it’s also better to know how NOT to. Here is a quick overview of what you must avoid.
Understand that the guest has taken time out of their busy schedule to write a review. The least you can do is not respond in a hurry. You must take your time and understand what the guest is trying to convey. This will not only help you craft a better response but at the same time assure the guest that their appreciation is well received.
70% of travellers would read 4 or more reviews before booking a stay at your hotel. They will certainly recognise patterns of cookie-cut and lengthy responses, which could be a huge turn-off. It’s recommended you personalise each response and highlight the aspects mentioned by the guests in the review.
Responding to positive hotel reviews amidst overseeing varied hotel operations is a big NO! The way you respond to a positive hotel review has a significant impact on your online hotel reputation. Make sure you consider responding to reviews a mandatory practice.
Before we understand how to respond to a positive hotel review. Let us understand what is an example of a good review for a hotel.
A good hotel review highlights all the positive aspects of your hotel in the most remarkable way. Here is a good review template for your reference.
Now coming back to review responses. Let’s have a look at the formula displayed in the image below.
Blocking your time offers you a lot more clarity in reviewing and responding to positive hotel reviews. You will be able to evaluate and craft better responses If you focus solely on the given task at hand.
Tip: You must dedicatedly block a few hours, 2-3 times a week to respond to reviews. Consolidate all the reviews into one platform and cater to each recent review one at a time.
The next step is to identify and list what the guest is trying to convey. Whether the guest is talking about cleanliness, staff responsiveness, amenities, or your overall hotel service. Determining the context of the review helps you in crafting a better response.
Tip: List down the service appreciated by the guest. Mention each service and acknowledge stating that you are glad to know they liked the service.
80% of users would prefer a business that personalises their responses. Hence, addressing the guest by their first name is extremely important. In addition to that, guests are more likely to recount and share a negative experience, in comparison to a positive one. Hence, you must appreciate your guests for writing a positive review.
Tip: Start by addressing the guest's name and thank them for writing a review. This shows that you genuinely appreciate their effort.
No matter which review platform the guest has posted a review on, you must maintain uniformity and a professional tone across all channels. This creates consistency and builds trust among your past and potential guests. Tip: Use a warm and pleasant tone that’s unique to your brand voice across different communication channels. Maintain the same brand voice throughout.
Requesting your guest to visit again by assuring continuous improvement is a great way to end your response. This leaves a lasting impression in the guest’s mind and they will likely consider visiting again.
Tip: Mention that you will continuously strive to improve your services. End your response by expressing that you would like to welcome them again to experience your hotel’s enhanced services.
Templates are a quick and effective way for you to respond in a timely manner. But that doesn’t mean you solely rely on templates to write a response. You must identify the context and personalise each review to build brand trust and credibility.
Tip: Create separate template sections for staff service, rooms and amenities, overall service, ratings without context, etc. for easy and quick reference. Following the previous suggestion of creating separate response templates. We have curated a list of positive hotel review response examples in the following section. Read on!
Similar to managing negative hotel reviews, there is no one-size-fits-all when responding to positive hotel reviews either. Few guests tend to write detailed reviews, while others highlight hotel services in bits and pieces. Crafting a well-detailed response for both types of reviews is extremely essential.
Let’s learn how to respond to positive reviews with examples by exploring guest review samples and the hotel’s positive review response.
Guest Review Sample: “The staff at this hotel were extremely helpful throughout our stay. Our requests were promptly addressed and catered to by the staff”.
Positive Review Response: “Dear [Guest Name], thank you so much for sparing your valuable time and writing a review. We are delighted to know that you found our staff to be helpful and that your requests were immediately addressed.
We aim to consistently improve our services every year. Nonetheless, we shall ensure you have an exceptional experience the next time you consider staying with us. We hope to see you soon!”
Guest Review Sample: “The room was spacious and comfortable. The pool and garden area were clean and well-maintained”.
Positive Review Response: “Dear [Guest Name], thank you for your wonderful feedback. We are elated to know that you found our rooms spacious and comfortable during your stay. We also hope you enjoyed and had a great time relaxing at our pool and garden area.
Your positive feedback encourages us to maintain our quality standards and provide exceptional service to every guest. Kindly offer us a visit again, and we will ensure to provide an even better and unforgettable stay”.
Guest Review Sample: “Convenient location. Easy access to the shopping centre and local eateries. The housekeeping staff and front desk were quite attentive”.
Positive Review Response: “Dear [Guest Name], thank you so much for your kind words. We are glad to know you enjoyed your stay with us. We take great pride in our property’s convenient location and accessibility features. Thank you for highlighting the same.
Moreover, we will share the feedback with our team and let them know you appreciate their service. Nonetheless, we strive to continuously enhance our overall services. We can’t wait to welcome you soon!”
Positive Review Response: “Thank you so much for offering such a generous rating. We are thrilled to know that you enjoyed your stay at our property. We strive to consistently improve our services and hope to have the opportunity to welcome you again. We shall leave no stone unturned to offer you another memorable stay”.
Apart from focusing on how to respond to positive reviews. You must also pay close attention to strategising your technique to secure more reviews.
Moreover, as per statistics, 52% of travellers would never consider booking a hotel that has zero reviews. So it becomes even more crucial to collect positive reviews to boost bookings and revenue.
We have listed down a few ways you can secure reviews.
“Customers may forget what you said, but they will never forget how you made them feel”.
Hence, every positive guest interaction has the potential to build a lasting impression in the guest’s minds. Positive reviews are a testament to the fact that you were successfully able to achieve the same.
But that must not stop you from consistently enhancing your services. Good luck!
First and foremost, acknowledge and appreciate them for writing a review. Evaluate aspects of your hotel that the guest has highlighted in their review. Let them know you are glad they had a wonderful stay and you would love to welcome them again.
Every guest has a different set of expectations. Few consider cleanliness to be their priority, few expect prompt responses from the staff. Hence, guest reviews, whether positive or negative, offer valuable insights into your service offerings, which enhances your brand visibility.
Providing exceptional service during the guest’s stay is the first step in improving your hotel reviews. Once you have successfully achieved that, it will be easy for you to secure a review. Moreover, once you have secured a review, highlight the services in your response to improves guest engagement and brand visibility.
Hotel star ratings are an independent and objective form of grading that allows guests to make an informed decision. They highlight the three main aspects: quality, standards and cleanliness. Moreover, star ratings are directly proportional to the standard of services offered by the respective hotel. The higher the rating, the more you can expect from the hotel.
Clearly state how beneficial a review would be to your hotel. Mention that it will help you improve your services. All you have to do is ask the guest to write a review at their convenience. Either during the time of checkout or after their stay via their preferred mode of communication.
Responding to positive hotel reviews also has a direct impact on your overall hotel rating, which also influences the guest’s final decision.
As a hotelier, you must be aware that your potential guests are more likely to discover your property, either through referrals or effective online marketing. Hence, maintaining an active online presence for easy accessibility is a must for every hospitality business.
However, with marketing budget constraints, it becomes mandatory for hotels to allocate funds strategically. But what if we told you that you could utilize one key element of your business as an effective marketing tool — without spending a dime?
That key element is a ‘positive hotel review’ — first-hand genuine experiences of what the guests perceive about your hotel.
So, in today’s article, we will cover strategies to implement while responding to positive hotel reviews and a lot more. Read on!
An individual is more likely to trust another individual than the brand’s marketing. Hence, online hotel reviews, whether positive or negative, help potential guests make informed decisions before booking their stay. But most importantly, positive reviews help in affirming the guest’s choice.
Moreover, as per a 2016 study by Cornell University, a direct correlation was found between booking revenue and review response rates. It indicated there was a 2.2x increase in booking revenue of hotels that had a response rate of 40 - 45%. This strengthens the significance of positive hotel reviews even deeper.
To understand it better. We have listed down a few benefits of why positive reviews are important for hotels.
As per a survey by Tripadvisor, 77% of respondents are more likely to book a hotel If the business owners respond to reviews. Moreover, as per another report by TripAdvisor, hotels that respond to reviews are 21% more likely to receive direct bookings.
This implies that responding to positive hotel reviews is one of the most effective ways to attain a thriving hospitality business.
Responding to positive hotel reviews also has a direct impact on your overall hotel rating, which also influences the guest’s final decision. Hotel star ratings are considered to be directly proportional to the standard of services offered by the respective hotel. The higher the rating, the more you can expect from the hotel.
Here is an overview of the response rate in accordance with the Average Review Rating.
As per Review Trackers, 40% of travellers are likely to write a guest review after a positive experience. So it’s evident that there is no other way to secure a positive review, other than offering an exceptional service.
But how would you differentiate the kind of experience the guest had solely based on a review? For that, let’s understand its types.
Just like guest satisfaction, staff services are an intangible aspect of a hospitality business. Right from warm and friendly greetings to prompt responses and on-time service, great staff service plays a huge role in attaining a positive guest experience.
98% of travellers state that important amenities namely comfortable beds, toiletries, wifi connectivity, etc have a huge impact on their decision-making process. Reviews that highlight such facilities assure the potential guest of a well-equipped and relaxed stay.
This type of review highlights the overall features of your hotel, inclusive of staff service, rooms and ancillary service, hotel location, etc. Don’t forget to publish this type of review on your socials and website to optimise your brand positioning.
There is another type of review which only mentions the ratings and not the context. They could be anywhere from the range of 3.5 stars to 5 stars. Don’t just like the rating and leave it at that! Respond to such reviews concisely. How NOT to Respond to Positive Hotel ReviewsBefore knowing how to respond to positive hotel reviews, it’s also better to know how NOT to. Here is a quick overview of what you must avoid.
Understand that the guest has taken time out of their busy schedule to write a review. The least you can do is not respond in a hurry. You must take your time and understand what the guest is trying to convey. This will not only help you craft a better response but at the same time assure the guest that their appreciation is well received.
70% of travellers would read 4 or more reviews before booking a stay at your hotel. They will certainly recognise patterns of cookie-cut and lengthy responses, which could be a huge turn-off. It’s recommended you personalise each response and highlight the aspects mentioned by the guests in the review.
Responding to positive hotel reviews amidst overseeing varied hotel operations is a big NO! The way you respond to a positive hotel review has a significant impact on your online hotel reputation. Make sure you consider responding to reviews a mandatory practice.
Before we understand how to respond to a positive hotel review. Let us understand what is an example of a good review for a hotel.
A good hotel review highlights all the positive aspects of your hotel in the most remarkable way. Here is a good review template for your reference.
Now coming back to review responses. Let’s have a look at the formula displayed in the image below.
Blocking your time offers you a lot more clarity in reviewing and responding to positive hotel reviews. You will be able to evaluate and craft better responses If you focus solely on the given task at hand.
Tip: You must dedicatedly block a few hours, 2-3 times a week to respond to reviews. Consolidate all the reviews into one platform and cater to each recent review one at a time.
The next step is to identify and list what the guest is trying to convey. Whether the guest is talking about cleanliness, staff responsiveness, amenities, or your overall hotel service. Determining the context of the review helps you in crafting a better response.
Tip: List down the service appreciated by the guest. Mention each service and acknowledge stating that you are glad to know they liked the service.
80% of users would prefer a business that personalises their responses. Hence, addressing the guest by their first name is extremely important. In addition to that, guests are more likely to recount and share a negative experience, in comparison to a positive one. Hence, you must appreciate your guests for writing a positive review.
Tip: Start by addressing the guest's name and thank them for writing a review. This shows that you genuinely appreciate their effort.
No matter which review platform the guest has posted a review on, you must maintain uniformity and a professional tone across all channels. This creates consistency and builds trust among your past and potential guests. Tip: Use a warm and pleasant tone that’s unique to your brand voice across different communication channels. Maintain the same brand voice throughout.
Requesting your guest to visit again by assuring continuous improvement is a great way to end your response. This leaves a lasting impression in the guest’s mind and they will likely consider visiting again.
Tip: Mention that you will continuously strive to improve your services. End your response by expressing that you would like to welcome them again to experience your hotel’s enhanced services.
Templates are a quick and effective way for you to respond in a timely manner. But that doesn’t mean you solely rely on templates to write a response. You must identify the context and personalise each review to build brand trust and credibility.
Tip: Create separate template sections for staff service, rooms and amenities, overall service, ratings without context, etc. for easy and quick reference. Following the previous suggestion of creating separate response templates. We have curated a list of positive hotel review response examples in the following section. Read on!
Similar to managing negative hotel reviews, there is no one-size-fits-all when responding to positive hotel reviews either. Few guests tend to write detailed reviews, while others highlight hotel services in bits and pieces. Crafting a well-detailed response for both types of reviews is extremely essential.
Let’s learn how to respond to positive reviews with examples by exploring guest review samples and the hotel’s positive review response.
Guest Review Sample: “The staff at this hotel were extremely helpful throughout our stay. Our requests were promptly addressed and catered to by the staff”.
Positive Review Response: “Dear [Guest Name], thank you so much for sparing your valuable time and writing a review. We are delighted to know that you found our staff to be helpful and that your requests were immediately addressed.
We aim to consistently improve our services every year. Nonetheless, we shall ensure you have an exceptional experience the next time you consider staying with us. We hope to see you soon!”
Guest Review Sample: “The room was spacious and comfortable. The pool and garden area were clean and well-maintained”.
Positive Review Response: “Dear [Guest Name], thank you for your wonderful feedback. We are elated to know that you found our rooms spacious and comfortable during your stay. We also hope you enjoyed and had a great time relaxing at our pool and garden area.
Your positive feedback encourages us to maintain our quality standards and provide exceptional service to every guest. Kindly offer us a visit again, and we will ensure to provide an even better and unforgettable stay”.
Guest Review Sample: “Convenient location. Easy access to the shopping centre and local eateries. The housekeeping staff and front desk were quite attentive”.
Positive Review Response: “Dear [Guest Name], thank you so much for your kind words. We are glad to know you enjoyed your stay with us. We take great pride in our property’s convenient location and accessibility features. Thank you for highlighting the same.
Moreover, we will share the feedback with our team and let them know you appreciate their service. Nonetheless, we strive to continuously enhance our overall services. We can’t wait to welcome you soon!”
Positive Review Response: “Thank you so much for offering such a generous rating. We are thrilled to know that you enjoyed your stay at our property. We strive to consistently improve our services and hope to have the opportunity to welcome you again. We shall leave no stone unturned to offer you another memorable stay”.
Apart from focusing on how to respond to positive reviews. You must also pay close attention to strategising your technique to secure more reviews.
Moreover, as per statistics, 52% of travellers would never consider booking a hotel that has zero reviews. So it becomes even more crucial to collect positive reviews to boost bookings and revenue.
We have listed down a few ways you can secure reviews.
“Customers may forget what you said, but they will never forget how you made them feel”.
Hence, every positive guest interaction has the potential to build a lasting impression in the guest’s minds. Positive reviews are a testament to the fact that you were successfully able to achieve the same.
But that must not stop you from consistently enhancing your services. Good luck!
First and foremost, acknowledge and appreciate them for writing a review. Evaluate aspects of your hotel that the guest has highlighted in their review. Let them know you are glad they had a wonderful stay and you would love to welcome them again.
Every guest has a different set of expectations. Few consider cleanliness to be their priority, few expect prompt responses from the staff. Hence, guest reviews, whether positive or negative, offer valuable insights into your service offerings, which enhances your brand visibility.
Providing exceptional service during the guest’s stay is the first step in improving your hotel reviews. Once you have successfully achieved that, it will be easy for you to secure a review. Moreover, once you have secured a review, highlight the services in your response to improves guest engagement and brand visibility.
Hotel star ratings are an independent and objective form of grading that allows guests to make an informed decision. They highlight the three main aspects: quality, standards and cleanliness. Moreover, star ratings are directly proportional to the standard of services offered by the respective hotel. The higher the rating, the more you can expect from the hotel.
Clearly state how beneficial a review would be to your hotel. Mention that it will help you improve your services. All you have to do is ask the guest to write a review at their convenience. Either during the time of checkout or after their stay via their preferred mode of communication.
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