What are the top guest feedback and review platforms for the hospitality industry?

Understanding the importance of guest feedback is crucial in the hospitality industry. Your ability to listen and respond to your guests' experiences can make or break your reputation. In today's digital age, various platforms allow customers to share their reviews and feedback, which can significantly impact potential guests' booking decisions. These platforms not only serve as a barometer for guest satisfaction but also provide valuable insights that can help you improve your services and offerings. By leveraging these tools effectively, you can enhance your guest experience and ensure a steady stream of satisfied customers.

1 Online Reviews

Online reviews have become a cornerstone of customer feedback in the hospitality industry. When guests share their experiences on the internet, it provides a wealth of information for both prospective customers and management. You can use these reviews to gauge the quality of your service, identify areas for improvement, and even highlight your strengths. Responding to reviews, whether positive or negative, shows that you value guest feedback and are committed to maintaining high standards. By actively engaging with online reviews, you can build trust and encourage more guests to choose your establishment.

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Christelle Van Ende

Luxury Hospitality I Housekeeping Expert I Private Estate I UHNWI I Certified TEFL/TESOL Teacher
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Online Travel Agencies (OTAs): Booking.com TripAdvisor Expedia Hotels.com Agoda Meta-review aggregators: TrustYou: Aggregates reviews and guest feedback from various sources like OTAs, social media, and guest surveys. Provides sentiment analysis and actionable insights for hoteliers. SiteMinder: Another meta-review aggregator that gathers reviews from multiple platforms and offers reputation management tools. Independent Review Platforms, such as Google Reviews. Social Media, such as Facebook and/or Instagram.

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Mohamed Abd Elaziz

Front Office Manager Gulf Hotels Groups
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I agreed but some hotel now the close the old account in OTA and open new account to get more review and better position online

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2 In-House Surveys

In-house surveys are a direct method of collecting guest feedback while they're still under your roof. These surveys can be delivered in various formats, such as comment cards in rooms or digital surveys accessed via QR codes or on tablets. This immediate feedback is incredibly valuable as it allows you to address any issues before the guest leaves, potentially turning a negative experience into a positive one. Additionally, in-house surveys can capture the guest's experience in real time, providing you with actionable insights to enhance service quality continuously.

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Afonso Magalhães

DIRECTOR OF SALES | MAMA SHELTER
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🌟📝 These surveys offer direct insights from guests about their experiences, allowing hospitality businesses to gather valuable feedback and make necessary improvements. By leveraging in-house surveys effectively, establishments can enhance guest satisfaction, reputation, and ultimately, their bottom line. 🛎️💼

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Edmar Joaquim dos Santos

Travel Agent | Customer Service Specialist | Concierge | Creative Writer
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In my experience The In-house Surveys send for the Guest by e-mail is the best way to measure their satisfaction with the Hospitality Services.

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3 Social Media

Social media platforms are not just for marketing; they're also vital for gathering guest feedback. Guests often share their experiences on social media, tagging your establishment or using relevant hashtags. Monitoring these posts gives you real-time insights into your guests' experiences and allows you to engage with them directly. By responding to feedback on social media, you demonstrate your commitment to guest satisfaction and can quickly resolve any concerns that arise, often in full view of your potential future guests.

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4 Feedback Apps

Dedicated feedback apps provide a structured way for guests to rate their experience and offer specific comments about their stay. These apps often use intuitive interfaces that make it easy for guests to quickly provide their thoughts. You can customize questions to focus on different aspects of your service, from room cleanliness to the quality of the dining experience. Analyzing the data from these apps can help you identify trends and make informed decisions to improve your services.

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5 Email Follow-ups

Sending a follow-up email after a guest's stay is a personal way to solicit feedback. This approach allows guests to reflect on their experience and provide detailed comments at their convenience. You can use these emails to thank guests for their stay, encourage them to return, and link to surveys or review platforms where they can share their thoughts. By maintaining this line of communication, you foster a relationship with your guests that can lead to valuable repeat business and referrals.

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Anirudh Ganesh

Building Hotelzify, the ultimate direct booking platform for hotels with website development and AI Marketing automation. Ex-Perpule (Acquired by Amazon)
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To get reviews, the most basic and must do is to ensure you send email and messages requesting for a review. An incentive for the next time they book is a nice add-on which costs nothing but has a 3%-7% (in our hotel set, this will be higher if you are a chain) chance for your guest to come back. Apart from this,a smiling receptionist requesting for a feedback along with smartly placed QR codes which a guest can scan and review is the most effective way, email more than email and message follow ups. As for tools, a big fan of Rannkly which helps see your reviews across all platforms and reply to them with the help of AI.

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6 Loyalty Programs

Loyalty programs are not only a tool for encouraging repeat business but also a platform for collecting guest feedback. Members of these programs are often your most frequent guests and can provide ongoing insights into their experiences with your brand. By incentivizing feedback through loyalty points or other rewards, you can gather detailed information from a group that is already invested in your success. This continuous stream of feedback from loyal guests can be instrumental in fine-tuning your offerings to meet their expectations.

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Pamala Baldwin

C-Suite, 5* hospitality, Longevity & Wellness EXECUTIVE SEARCH, FUTURIST & Founder of YinYang Reserves & Residences, Int'l
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Certainly, you have staff or have outsourced data for your loyalty programs. Study results, month by month to learn if there is a pattern. Thus you are already armed with the Program's effectiveness.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Pamala Baldwin

C-Suite, 5* hospitality, Longevity & Wellness EXECUTIVE SEARCH, FUTURIST & Founder of YinYang Reserves & Residences, Int'l
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This may or may not surprise you. As a restaurant critic, and worked for NBC, if I wrote the truth, the newspapers or network killed the negative reviews out of fear of losing advertising revenues. Trust no one.

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What are the top guest feedback and review platforms for the hospitality industry?

1

2

3

4

5

6

7

1 Online Reviews

2 In-House Surveys

3 Social Media

4 Feedback Apps

5 Email Follow-ups

6 Loyalty Programs

7 Here’s what else to consider

Hospitality Management

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What are the top guest feedback and review platforms for the hospitality industry?

1

2

3

4

5

6

7

1 Online Reviews

2 In-House Surveys

3 Social Media

4 Feedback Apps

5 Email Follow-ups

6 Loyalty Programs

7 Here’s what else to consider

Hospitality Management

Rate this article

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