Guest reviews play a vital and highly influential role in hospitality. A potential guest is more likely to base their decision on another guest’s experience than they would on any other information supplied by the business itself. The logic is simple – a customer can easily relate to another customer and sees no vested interest in a review.
But doesn’t it seem unfair that guest reviews hold so much power in deciding the fate of your business? Well, it’s not totally beyond your control. While you cannot write your own reviews (duh), you can still influence the narrative of the reviews that your customers write for you. How, you ask? The answer is simple – exceptional service from check-in until the check-out.
Amping up your customer service is the only way that guests would organically want to leave you a good review. And while good customer service begins with booking, it’s the check-in experience that makes a world of a difference. 90% of positive reviews stem from a fast and easy check-in, and here are the top 3 reasons why that is the case:
Check-in is the first impression (and trust us, it lasts)
A guest will first go through a lot of different steps before getting the check-in part. Watching can give you a pretty good idea of all the steps and not all have been easy for him till he gets to check-in.
As an accommodation, you are also the last chain of events before relaxing in your room. If the previous steps have been challenging for the guest, you will be the one paying for the others.
Since without a check-in they cannot get access to the accommodation, unless you are offering Remote Access, this is also the only guaranteed time you have to connect with your guest.
So put your best customer-service foot forward and make an impression on your guest that lasts not just for the duration of their stay but long enough after for them to write that top notch review. Any idea on how to do it? Keep reading!
Prospect of Time-Savings
Travelers these days are always on the lookout to maximize their time. A long draw out check-in process can be a complete turn-off as it takes away precious time from their trip – and that too when their trip has just begun.
On the other hand, an online check-in with a pleasant welcome and quick access to accommodation allows guests more time to make the most out of their stay at your property. Delivering greater convenience to your guests before and during check-in is an instant satisfaction score booster that is bound to result in a glowing review post-check-out! Ideally, you can help customers save time in the different moments:
Better Connection with the guest
A good check-in is one which makes a fab first impression, delivers greater convenience and one that makes a better connection with the guest.
You have automated tools at your disposal to really empower your communication in a closer way with your guest (Before, during and after check-in). An automated email, from the team, is a great way to personalise the experience and prompt them for a review.
Knowing your guest is also the key to meeting and exceeding their expectations. When you have designed a flawless check-in experience. It allows you an opportunity to invest a portion of the time saved into putting more value to the business or services you offer – which in turn incentivises them to leave you a positive review.
The power to influence potential customers may be held by guest reviews. However, the power to influence those reviews is 100% held by the hospitality provider – and nailing the check-in process is guaranteed to go a long way!
