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Responding to Online Reviews: The Positive Sandwich Method
Your guests are talking about their experience with your property on review sites and OTAs. Prospective guests look for these reviews at a critical stage in the booking process. It is essential for hoteliers to respond and interact with these guests for three reasons. By responding, you can:Minimize the damage negative comments can do to your hotel’s reputationRecover service with unhappy guestsDiscover brand enthusiasts and turn them into promotersBut when it comes to online reviews, [...]
Hotel Email Marketing: How to Avoid Four Common Subject Line Mistakes
Subject lines are not easy to write. But, they're one of the factors that has the highest effect on the success of an email campaign. In fact, 33% of email recipients open messages based purely on subject lines alone.Unfortunately, far too many email marketers are still making amateur mistakes that drag down their open rates. To help you identify your hotel's areas for improvement, here are four common subject line mistakes, and how to fix [...]
For Hoteliers: SEO Best Practices
SEO stands for "search engine optimization." It is the process of affecting the visibility of your website in a search engine's unpaid results, with the goal of gaining free, organic search traffic. All major search engines like Google, Bing, and Yahoo have primary search results, where web pages and other content like videos and local listings are shown and ranked based on what the search engine considers most relevant to users.To garner the greatest SEO [...]
Personalize the Guest Experience in 5 Steps
The average guest is bombarded with thousands of marketing messages each day. To break through the noise, hoteliers need to personalize their marketing and guest experience. Guests these days expect personalization. Seventy Eight percent of consumers say they prefer personalization, and 61% say they're even willing to give up a degree of privacy to enable personalization on a continuous basis. Additionally, hoteliers who are not yet personalizing their guest experience and communications are leaving money [...]
Don’t Run from Online Reviews: Three Tips for Hoteliers
"Opinion has caused more trouble on this little earth than plagues or earthquakes," Age of Enlightenment philosopher Voltaire famously said. If your hotel has received unfavorable online reviews, you know exactly what he meant: Years of reputation-building can be toppled by negative comments online. But, the reality today is you can't run a business without customers providing online ratings or comments. And, as a hotelier, you know that hiding from troubling commentary won't do much [...]
Dos and Don’ts for Hotels on Instagram
Over the last four years, Instagram has become one of the most powerful and most under-utilized community engagement platforms for hoteliers. As consumers gravitate toward images over text, Instagram's visual platform is a way for hoteliers to use content marketing to reach their guests.Hoteliers often ask about how they can leverage Instagram to connect with a digital community of potential guests. Here are some dos and don'ts for hoteliers, according to a recent L2 study [...]