Review portals: improving your online image

How hoteliers and restaurateurs can protect themselves against bad reviews

Gerd Altmann/Pixabay

1. September 2023 |

Alexandra Gorsche

1. September 2023

Alexandra Gorsche

In the digital era, review portals have become important sources of information for potential guests. Unfortunately, bad reviews can damage the image of a hotel or restaurant. The question is: how can restaurateurs and hoteliers protect themselves against negative reviews and improve their online image? In this article, we give hoteliers and restaurateurs practical tips on how they can protect themselves against bad reviews and improve their online image.

1. excellent service as the best tool:

According to a 2021 study by BrightLocal, 87% of consumers write reviews online when asked. However, 70% only write a review if they were satisfied with the experience. First-class guest service is the best way to prevent bad reviews. Satisfied guests are more likely to write positive reviews.

2. monitor the reviews:

It is important to regularly monitor reviews on the multitude of platforms. Set up notifications to respond quickly to new reviews. According to a 2021 survey by Podium, 57% of consumers expect a response to their reviews from businesses. Show that you take feedback seriously and take care of your guests by responding to all reviews, both positive and negative.

3. ensure the authenticity of reviews:

Fake reviews can affect guest trust. Look out for suspicious patterns or reviews without comments. According to a 2020 study by the market watchdog team of the North Rhine-Westphalia consumer advice center, 37% of the reviews investigated were fake.

4. use the power of online marketing:

In addition to reviews, image can be improved through targeted online marketing. An appealing website, the presentation of offers and services on various platforms and the use of social media can have a decisive impact on the desired target group. According to a 2016 study by Yelp, reviews with photos are 200% more trusted than reviews without photos.

5. ask for reviews appropriately:

It's important to get reviews from satisfied guests, but avoid over-soliciting. A 2020 survey by Trustpilot found that 89% of consumers read reviews before making a purchase decision. Avoid intrusive solicitation and make sure it's easy for guests to leave reviews.

Bad reviews can tarnish the image of a hotel or restaurant, but there are measures you can take to protect yourself. Excellent service, monitoring reviews, authenticity of reviews, utilizing online marketing and appropriately soliciting reviews are crucial to improving online image. By following these tips, hoteliers and restaurateurs can strengthen their online image and gain the trust of potential guests.

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