Effective Online Reputation Management for Small Hotels

Written on 06/15/2023

If you manage a small hotel, effective online reputation management is important as it can significantly impact success and profitability. Here are some strategies to help small hotels manage their online reputation more effectively.

Monitor Online Reviews

Regularly check online reviews to stay updated on what guests say about your small hotel. You can set up alerts or use reputation management tools to receive notifications whenever a new review is posted about your hotel and a guest’s experience.

Respond Professionally and Promptly

Respond to all negative and positive reviews in a timely manner and remain professional at all times. Thank guests for offering their positive feedback, and address any concerns or complaints you receive politely. If you prefer to take the conversation offline, you can address and resolve issues privately.

Encourage Positive Reviews

Actively encourage satisfied guests to leave positive reviews about their stay at your small hotel. To help with this, make sure you have clear instructions on leaving a review on the more popular platforms. It also helps to include a request for reviews in post-stay emails, on your website, or at the front desk.

Engage With Social Media

Maintaining a more active presence on social media like Facebook, Instagram, and Twitter is also good. Make sure to respond to comments, messages, and mentions in a timely manner. You can share engaging content and photos highlighting your small hotel’s best features, services, and amenities. Show how your hotel can provide each guest with a unique experience.

Guest Feedback Surveys

Regularly collect guest feedback through surveys or feedback forms. Doing so allows you to identify areas where improvement is needed and helps you address concerns before they turn into negative reviews. You can use the feedback to make meaningful changes to enhance the guest experience.

Manage Online Listings

If you have online listings, ensure all the information is up-to-date, accurate, and consistent across all platforms. This includes review sites, travel booking sites, and online directories. Doing so helps with your online credibility and avoids confusion among potential guests.

Cultivate Positive Relationships

Finally, for effective online reputation management for your small hotel, foster positive relationships with guests, influencers, and local businesses. Engage with past guests through loyalty programs and newsletters and offer special promotions and discounts.

It takes time to build and maintain a positive online reputation. It also requires effort on your part. Consistency, transparency, and genuine guest engagement are all key to establishing a strong reputation to drive bookings and improve guest satisfaction at your small hotel.