We know that the world of tourist accommodation owners is not an easy one, that the work they do to satisfy guests is often not rewarded and that a single negative comment can destroy the reputation of a tourist accommodation.
The travel industry has changed, and the internet has changed the way travellers plan their holidays. There are thousands of accommodations just a click away and the comments in the cloud are very important when choosing one or another. So, it is very important to invite guests to write a review about our property to ensure safety for other guests.
So, if you are a tourist accommodation owner and you care about the negative opinions that your guests may leave, we have some keys that will help you to avoid them.
But first we are going to identify the reasons why guests may position themselves as negative and once you know them, you will be able to avoid them.
Most common causes of bad reviews
Noise at night and/or uncomfortable beds:
The most important areas of your holiday rental will undoubtedly be the bedrooms, so it is very important to invest in good quality furniture (especially the mattress) that can last for years in good condition.
Most guests travel to de-stress, relax and explore new places. So, for this reason it is very important that the beds are of good quality so that they can rest after a long day of sightseeing.
In addition, the comfort of the beds should be related to avoiding noise from neighbours, that is, the tourist accommodation should be fully insulated and double glazed to avoid noise and have a pleasant temperature depending on the time of the year.
Lack of cleanliness:
To get the best review of your holiday accommodation it is essential to treat it as if it were luxury when it comes to cleanliness.
We are sure that no one could clean it as well as you, but if you don’t have enough time, we recommend hiring an external cleaning company to help you keep your accommodation spotless.
Keep in mind that any kind of dampness, stain or dirt (no matter how small) can make your guests feel uncomfortable in your property and therefore increase the number of negative reviews.
Low WIFI signal:
Although there are many guests who are looking for a holiday disconnected from technology, we are at a time in life when the internet has become an essential tool to carry out everyday tasks. For this reason, it is essential to have a great WIFI signal in all areas of your accommodation. This way your guests will be much happier.
Lack of privacy:
It often happens in tourist accommodation that there are several guests on the same premises. It is very important that the limits of each group of guests are well defined. Properly defining the common areas and setting timetables is essential for your guests to feel comfortable, relaxed and able to sleep after a long day.
Confusing descriptions:
It often happens that some descriptions are confusing, that is, they give an inaccurate picture of your home and that will lead to negative reviews.
That is why it is very important to make the descriptions realistic and accurate, as honesty is the best card when it comes to welcoming guests.
Keys to avoiding the most common negative opinions
Have an efficient and well-organised team:
It is key to improving guest feedback. Politeness, friendliness and proactivity determine whether a service is first class or not.
And it’s not just about keeping guests happy, but also the whole team, as unsatisfactory service is a determining factor for negative reviews.
Control the situation before the damage is done:
On many occasions you can “predict” when the customer will make a negative comment about the tourist accommodation, for example when the customer complains about the cleanliness, the quality of the areas, the noise,… so you have to be alert at all times.
This can be stopped with a timely remedy that changes the guests’ thinking. Sometimes with discounts on the bill or with parting gifts. This will show that you care about the well-being and the quality of the guests’ stay.
A big plus point is to give welcome packs or extra items to guests without expecting it, this will help to increase the positive feedback on your accommodation.
