How to manage user reviews continues to be an issue that puzzles many hoteliers across the world. Should you reply to each review to show you are listening? Should you leave conversations about your hotel to continue uninterrupted? Should you encourage guests to post user reviews following their stay?
Although the answers to these questions may seem obvious to some, in my opinion hotels are still not getting it right.
I’ve recently been on holiday to Italy and stayed in a wide variety of places ranging from small B&Bs in the middle of the countryside to bustling beach resorts. I enjoyed each and every place I stayed and whilst some have since asked me to leave my comments online, most properties have not asked.
I feel that this is a missed opportunity. If asked, I would not only share my enjoyable experience of their property but would also provide constructive feedback. I'm a busy person and to be honest unless I’m prompted it’s far too easy to forget to go online and write anything.