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Whether through glowing reviews or pointed complaints, hotel guest feedback shapes your property’s reputation, influences future bookings and, ultimately, impacts revenue. Yet, traditional feedback collection methods—paper forms, post-stay emails or comment cards—often fail to capture timely insights that are translated into actionable next steps.
Enter guest feedback management software for hotels. Delivered via mobile app to consumers, it's easy to use, features real-time capabilities, and delivers personalised feedback journeys that increase both the quality and quantity of guest feedback for hotels.
The challenges of traditional guest feedback for hotels
Traditional methods of collecting guest feedback, such as paper forms or post-stay email surveys, often fall short in today’s fast-paced environment, resulting in:
These limitations not only hinder the ability to resolve issues but also increase the likelihood of guests airing their grievances publicly on platforms like TripAdvisor or Instagram. And those negative reviews carry weight:
81% of travellers always or frequently read reviews before booking a place to stay, but just one bad review on the first page of a site can reduce purchase intent by around 42%.
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Mobile apps provide a seamless way for guests to share their thoughts, addressing the shortcomings of traditional hotel guest surveys while increasing participation and the likelihood of capturing actionable insights.
With an intuitive interface, mobile apps make it effortless for guests to leave feedback during their stay. Whether it’s a quick rating of room cleanliness or detailed feedback on dining experiences, guest feedback management software for hotels simplifies the process and reduces barriers to participation.
Mobile apps can prompt guests for feedback at the right moments—such as immediately after a spa visit or directly after check-out. These timely, context-aware prompts encourage more guests to engage, boosting response rates significantly compared to email hotel guest surveys sent days later.
Unlike static surveys, mobile apps tailor feedback forms to specific aspects of a guest’s stay. For instance, a guest who orders room service might be prompted to rate their meal, while another who uses the fitness centre could provide feedback on gym facilities. This targeted approach ensures you gather relevant insights without overwhelming guests with too many, or irrelevant questions.
One of the most transformative aspects of guest feedback management software for hotels is its ability to facilitate real-time responses, turning potential complaints into opportunities to delight guests.
Mobile apps with real-time notifications ensure that hotel staff are instantly aware of negative hotel guest feedback. Whether it’s a complaint about a noisy room or a delay in housekeeping, these alerts empower you to act immediately.
Addressing issues during a guest’s stay can turn a negative experience into a positive one. For example, a guest unhappy with their meal could receive a push notification offering a complimentary dessert or a discount on their next visit, enhancing the guest’s perception of your property. And, if your feedback system is integrated into your app, you can receive, analyse and address feedback all on a single platform.
When you act quickly on guest feedback, you demonstrate your commitment to exceptional service. This proactive approach not only improves the current stay but also increases the likelihood of repeat visits and positive word-of-mouth. According to one study, 42 per cent of guests would return to a hotel if it could turn a poor experience into a positive one by solving a problem during the stay.
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Resolving complaints in real-time not only enhances guest satisfaction but also prevents dissatisfaction from escalating to online reviews. A single negative review on a platform like TripAdvisor can tarnish a hotel’s reputation and deter potential guests. Guest feedback management software for hotels helps prevent such reviews by proactively addressing complaints head on.
Mobile apps create a direct channel for guests to voice their concerns before turning to public forums. By addressing issues promptly, you can prevent dissatisfaction from snowballing into negative online feedback. A proactive approach to hotel guest feedback management ensures that the majority of guest concerns are resolved internally. This not only improves your overall ratings but also helps build a reputation for exceptional guest care.
Mobile apps equipped with guest feedback management software centralise hotel guest feedback collection and streamline the process for hotel operators. With all feedback housed on one platform, it becomes easier to track trends, identify recurring issues, and monitor performance metrics.
This data-driven approach enables you to make informed decisions and implement meaningful improvements. By analysing hotel guest feedback data, hotels can identify patterns, such as common complaints about room cleanliness or consistent praise for the spa. These insights, in turn, can guide resource allocation and operational enhancements. By leveraging feedback data to enhance the guest experience, hotels can foster loyalty and increase repeat bookings.
Why choose Attractions.io’s mobile app for hotel guest feedback?
Attractions.io offers a robust mobile app that centralizes guest feedback and then allows you to analyse and respond to that feedback on a single platform.
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With Attractions.io, you can transform guest feedback into actionable insights, elevating the guest experience and safeguarding your hotel’s online reputation. Discover how.
