Ideas that Help you Succeed
Blog (noun) blawg
: a collection of experiences, observations and opinions to help the vacation rental industry
: a collection of experiences, observations and opinions to help the vacation rental industry
By Joel Inman, CEO and Founder of Lexicon Travel Technologies Love them or hate them, guests reviews are a fact of life these days. They are one of the most viewed pieces of content regarding your property, so you need to pay close attention to them. And while a majority are positive, making them easy to respond to, there will inevitably be bad reviews also. In some industries, the guiding belief is to not engage. But not responding to the negative reviews can actually cause more damage than engaging with the dissatisfied guest. Your reputation is on the line, and your reputation is what helps bolster your bottom line. According to Reputation Defender, there are many compelling reasons to engage with online reviews:
While all of these are compelling reasons to care about reviews, we’re going to focus on the last two today. Reputation management is something the hotel industry has a firm grasp on, and the vacation rental industry can learn from this. There is a plethora of data supporting the impact reviews have on rates. Cornell University did a study that correlates increased rates with high review scores. TripAdvisor did the same sort of study, supporting the same message. We could not agree more. This is why we include responding to guest reviews as one of the core elements in our Client Advantage Program. Bad reviews, if handled correctly, should be treated as an opportunity. Your company can learn from that review, correct mistakes, and anyone reading them will know you care enough to address individual concerns. Believe it or not, simply reading reviews will help them improve over time. This is because property managers who see bad reviews start to learn why guests are unhappy. Once that information is shared with operations, they make changes in how they do business. This, in turn, is how you eventually change negative reviews into more favorable reviews. Best Practices for Replying to a Review Because reviews are read by prospective guests, this is a prime opportunity to leave a positive impression. We suggest considering the following as you write your response:
With Lexicon, managing and improving your property’s online reviews is more straightforward and simple than ever before. We have added into our product the ability to respond to reviews right within our Lextranet.
We believe responding to reviews is so important that we also include it in our Quarterly Insight Review and Client Advantage Program. 44% of Lexicon clients are now earning monthly rebates based on their high scores through our Client Advantage Program. That’s more revenue from bookings, and channel management that pays for itself. In the hospitality industry, your reputation directly influences your bottom line and Lexicon is here to help manage both. Want to find out how Lexicon can help you drive more bookings and revenue, let’s set up a demo so you can see for yourself! Comments are closed.
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12/17/2019