Rani Croshal

Online reviews are influenced by a phenomenon called social influence bias. Here's how you can use social bias to increase the amount of positive reviews you receive.

We find that most guests are happy to leave you feedback. They just need a reminder to do so. Sending an email to each guest a few days after they have checked out is a great way to remind them. But in addition to optimizing the hotel survey itself and collecting as many guest emails as possible, you need to think carefully about your post-stay emails. By understanding your performance metrics, you can identify where [...]

Guest feedback surveys can help hoteliers gain insight into the guest experience. But, a hotel survey is only helpful when you can get guests to take the time to complete it. Here are a few ways you can improve the performance of your guest feedback survey.

It's important to respond to mixed hotel reviews, because potential customers can learn unflattering things about your property. Here's how to address mixed feedback.

There is much being said about how to respond to negative or positive reviews. However the reality is that many reviews are mixed. When hotel or restaurant guests write reviews, they often have both something good and bad to say about their experience. I have noticed that mixed reviews either have a management response that glosses over the less-glowing feedback, or no response at all. When review responses ignore challenging feedback in mixed reviews it is easy to see which hotels and restaurants are closely reading and absorbing feedback, and which are posting canned responses. Customers want to know that they have been heard, so if you don’t address constructive feedback in a mixed review, it may seem that management isn’t really listening to customers.