Guest reviews are an important factor for travelers choosing hotels. This document provides tips for hotels to effectively monitor and respond to guest feedback online. It recommends that hotels (1) be present on all review channels to be visible, (2) respond to all reviews from 1-5 star ratings to stay competitive, and (3) be proactive by asking guests to review and subtly suggesting it to improve their ratings over time. Monitoring reviews across platforms and responding is important for a hotel's online reputation and conversion rates.

1. How to Monitor &
Amplify Guest
Feedback
A reputation management guide by GuestFlip

2. 83% OF
TRAVELERS
make their travel bookings online
without any human interaction

3. Travelling to Chania*
1
Searching for hotels
2
Finding properties that match
the traveler’s critera
3
Reading reviews and
examining further
Tip
The 2nd most important factor for
deciding which hotel to book (after
price) are the reviews of a hotel.
*example made for illustration purposes, the same
applies to any destination

4. How visible is your hotel
in the online space?
Channels Rankings
Competitor #1
Competitor #2
Your Hotel
Competitor #3
9
8
7.5
7.1
Guest Sentiment
We thoroughly
enjoyed the swimming
pool
Finding parking space
was really hard

5. Competition is growing
In 2019, 3,159 new hotels with 446,911
rooms opened around the world.
Important Fact

6. Important Stats
● In 2019, hotels received 750 reviews
on average.
● Large hotels, received 1000s of
reviews, some even over 10.000
● The average hotel only responds to 1
out of 3 reviews. 2 out of 3 clients
never receive a response from the
hotel!
Statistics From

7. Be Present
You need to be present on all the
channels where people are leaving
reviews and comments.
Your customers are global, so your
marketing efforts should be as well.

8. Respond to all reviews
Responding to reviews affects your
rankings and conversions in all
sources.
To stay competitive, you have to
respond to all reviews ranging from 1
stars to 5 stars on all platforms.
TIP: Using a reputation management platform
you can keep track of your response rates.

9. Be proactive
Get more guests to post their opinions
online by being proactive.
You can send questionnaires or subtly
ask for a review during check-out.
Always be proactive and try to
improve your property by listening to
guest feedback.

10. The best way to get
top ratings online,
is to deserve them. Tip
Start by actively listening
to your guests and
making improvements.
Hotels that actively
monitor their reputation
see an improvement in
their scores in a matter
of months.

11. ● Monitor reviews from 45
different platforms
● Respond to reviews using
AI-generated suggestions
● Follow your competition
● See advanced insights based
on what people are saying
● Send targeted and
customizable surveys

12. Connect with GuestFlip
Website: guestflip.io
Inquiries: info@guestflip.io