6 Must-Know Tips and Examples of Online Reputation Management for Hotels
If you’re a hotel owner or manager, then online reputation management is something you need to be paying attention to. In fact, it’s no longer enough to just have a website and social media pages – you also need to actively manage your online presence to make sure that any negative reviews or comments don’t impact your business. Here are six tips and examples of how to do online reputation management for hotels the right way. Image source: pexels.com 1. Pay attention to online reviews The first step in online reputation management for hotels is to pay attention to online reviews. These days, prospective guests will often research a hotel online before making a booking, and one of the things they’ll look at is reviews. If your hotel has a lot of negative reviews, it’s likely that potential guests will go elsewhere. To avoid this, you need to be proactive about monitoring online reviews and addressing any negative ones. One way to do this is to set up Google Alerts for your hotel so that you’re notified anytime someone mentions it online. You can also regularly check popular review sites like TripAdvisor and Yelp. According to a leading online reputation management company, if you do find negative reviews, don’t try to ignore them or delete them – that will only make things worse. Instead, reach out to the guests who left them and see if there’s anything you can do to make their stay better. In some cases, you may even be able to offer a refund or discount on a future stay. 2. Respond to all online reviews It’s not enough to just monitor online reviews – you also need to respond to them, both positive and negative. When someone leaves a positive review, take the time to thank them for their feedback. This will show other potential guests that you’re attentive and care about providing good customer service. Pittsburgh SEO company suggested that if someone leaves a negative review, don’t get defensive or try to argue with them. Instead, apologize for any issues they had and see if there’s anything you can do to make it right. You can also use negative reviews as an opportunity to improve your hotel’s policies or procedures. 3. Monitor social media Another important aspect of online reputation management for hotels is monitoring social media. These days, many people use social media to share their experiences, both good and bad. If someone has a negative experience at your hotel and posts about it on social media, it could damage your reputation. To avoid this, you need to be proactive about monitoring social media for mentions of your hotel. You can set up Google Alerts for your hotel’s name, as well as for key personnel such as the general manager. You should also regularly check popular social media sites like Twitter and Facebook. As a way to repair online reputation – if you do find negative mentions on social media, reach out to the guests who left them and see if there’s anything you can do to make their stay better. In some cases, you may even be able to offer a refund or discount on a future stay. 4. Encourage positive reviews In addition to monitoring and responding to online reviews, you also need to encourage positive ones. One way to do this is by sending follow-up emails or surveys to guests after they’ve stayed at your hotel. You can also include links to review sites in your email signature. Another way to encourage positive reviews is by offering incentives. For example, you could offer a discount on a future stay to guests who leave a positive review. Just be sure not to offer anything that could be considered a bribe, as this could backfire and damage your reputation. 5. Manage your online presence In addition to monitoring and responding to online reviews, you also need to actively manage your online presence. This includes making sure that your hotel’s website and social media pages are up-to-date and accurate. It also means regularly creating new content, such as blog posts or videos, that potential guests will find useful. 6. Hire a reputable company If you don’t have the time or resources to manage your online reputation yourself, you may want to consider hiring a reputable digital marketing company to do it for you. There are many online reputation management companies that specialize in the hospitality industry. Conclusion Choosing the right online reputation management company can be a challenge. Be sure to do your research and read online reviews before making your decision. Once you’ve found a company you’re happy with, make sure to sign a contract that spells out their responsibilities and what you can expect from them. Monitoring online reviews and addressing any negative ones is an important part of online reputation management for hotels. By following these tips, you can help ensure that your hotel has a positive online reputation.