Web-Based Tool Manages Negative Guest Reviews

Lodging Interactive has developed an easy-to-use and extremely affordable Guest Review System that enables guests to post reviews directly on the hotel's website, making managing the response process far easier and much quicker for management.

 

Lodging Interactive’s Guest Review System is a web-based tool that is successfully helping hotels verify, review and display customer comments directly on their websites. By allowing management to respond to comments in real time, hotels are improving hotel-to-guest communications and boosting guest retention and loyalty.

 

A study conducted online by Harris Interactive found that 68% of consumers who posted a complaint or negative review on a social networking or ratings/review site after a negative experience got a response from the business. Of those, 18% turned into loyal customers. By listening and proactively responding on the review site to the customer, businesses were able to turn disgruntled consumers into social advocates. The survey also found that, of those who received a reply in response to their negative review, 33% turned around and posted a positive review and 34% deleted their original negative review.

The Guest Review System alerts management in real time when reviews are posted to their web site. This ensures that there are no delays in communication, and the appropriate staff can immediately fix any pending problems before the customer leaves the property. Additionally, consumers can share their guest reviews on their Facebook wall and to their network of friends. Hotels are notified in real-time of new guest reviews and have the ability to validate guest stay information before reviews are posted on their website.

 

Lodging Interactive offers the following 5 Tips for responding to negative reviews:

1. Thank the guest for his or her comment

2. Acknowledge that there was a problem and offer an explanation

3. Tell how the situation is being corrected to improve the guest's experience

4. Invite ongoing communication and provide direct management contact information

5. Encourage the guest to return

 

With Lodging Interactive's low-cost, turn-key Guest Review System, hotels can be up and running in 10 minutes. If finding the time to respond is an issue, Lodging Interactive is staffed to reply on the hotel's behalf.