Turn Happy Guests into Online Cheerleaders

Posted on Sep 23rd 2010

It always feels good to have a happy guest.  It means that you have lived up to, or even exceeded, their expectations.

As a resort manager, you can turn these happy guests into your resort’s very own online cheerleaders.  All you have to do is follow these 3 easy steps.

Go get your feedback and reviews – Your call to action led them to book at your resort so it shouldn’t be a problem to email the guest on check out for a review. Like a call-to-action to get them to convert on your site, be direct and to the point.

Make it easy for people to get to your profile on the review sites - Provide short and easy to type URLs with your message asking for their review. Every URL shortening service lets you create custom tags, or you could send them to a page on your site which links off to all the profiles you have. This page could be www.yourdomain.com/customer-reviews for example.  But if your guests book through a third party site like www.etourismholidays.com.au, their feedback and reviews will be obtained by the third party site itself.

Brace yourself for any and all feedback – If there are happy guests who will give you their two thumbs-up, there might be unsatisfied ones who will also give their review. If you’re afraid that people will post something nasty, get in front of it.  If their review says they were unhappy with your resort, reply with an apology and offer to help them further with their concern.  Put contact details of your resort’s point person who is responsible in handling such incidents.  If something nasty is posted, try to follow up with the poster by using the customer records you have available, and see if there’s any way that you could make up for the bad experience.
To get you started, here are some common online review sites where customers are able to leave feedback about local businesses:

    * eTourism Holidays
    * Google Places
    * Foursquare tips
    * Hotels.com
    * Expedia


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