Author: Bettina Johnson
3 ways concierge apps can benefit your small property
6 features of hotel online check-in systems that benefit your property and guests
15 tips on creating a hotel SEO strategy
How hoteliers can balance guest needs and business goals with hotel tech
Pricing strategy basics to make the most of every hotel booking
6 hotel challenges for smaller properties (and technology that can help)
How to handle negative guest reviews
One thing’s for sure in life: you can’t please everyone. No matter how good your service is, there’ll always be someone who isn’t completely satisfied.
Negative guest reviews are inevitable in hospitality – but what kind of impact they have is up to you. They may seem like a blow to your image, but they can actually be an opportunity to show that you listen to your guests’ feedback – and take appropriate action.
In this six-step guide, we’ll explain how a few negative guest reviews can actually increase trust in your property. You’ll also read our main tips for managing reviews and how to reply to them, both on your property page and through private messages.
When potential guests see that you’re the kind of property that takes feedback seriously, and that you work hard to fix issues, it’ll play in your favour. In the long run, that means more bookings.
Infographic: 2019’s top 5 travel and hospitality trends
Travel statistics are only helpful if you can apply them to your business. That’s why our exclusive infographic illustrating the top five travel trends for 2019 includes practical tips on how you can make them work for your property, whether you have two rooms or 200.
The more you know about how guests think about travel and technology, the more you can meet (or exceed) their changing expectations. Travel technology can help, but it’s not about keeping up with the latest gadgets and apps for their own sake. It’s about keeping up with your guests and what they want when they stay with you.
To make it easy to scan, we have broken down the numbers behind the trends in this exclusive infographic, so you can keep it handy to refer to as you develop your 2019 strategy.
Hear from tech-enabled travellers and what role technology plays in their travel
For our exclusive report Understanding the tech-enabled traveller we talked with a group of 30 tech-enabled travellers to learn about the role of technology in their trips.
In this video, the travellers share their experiences, thoughts, and preferences – including what they expect from properties they stay at. You’ll meet some of the travellers we talked with, and hear them discuss the balancing act between the efficiency of tech and the authenticity of travel.
The travellers we spoke to told us they aim to use their smartphones and other technology to help take the friction out of travelling – without removing the human touch. Having access to technology as they explore lets them be more spontaneous. They’ve become their own travel agents, yet they still value locals-only tips from their hosts.
It’s clear from listening to them in their own words that technology has transformed the way they travel, but it hasn’t replaced their desire for authentic escapes and the human touch.
