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A comprehensive guide to improve guest satisfaction

For a hotelier, there is hardly anything more important than guest satisfaction in this era, when hotels are facing high competition in terms of quality and pricing. It works as the single most crucial aspect of your business, driving revenue, improving ratings and keeping your property ahead of the competition. However, due to conflicting interests, it is not always easy to keep guest satisfaction at the center of business.

Here are five ways to improve guest satisfaction for your hotel:

User-friendly website:

The first impression plays a pivotal role behind any kind of impression building. The hotel business is not an exception to this rule at all. Make sure the website is properly optimized, easy to load and user-friendly. The website must also have visual appeal and social proof of the experience the guests will enjoy at your hotel. You must incorporate valuable content at every page while adding “Book Now” buttons wherever possible for the ease of direct booking. The underlying aim should be – whenever a potential guest connects with you online, he/she should immediately develop a positive opinion about your brand. You should also include review widgets for showcasing positive reviews about your brand.

Personalize the customer journey:

Personalized guest communication plays an integral part to develop guest satisfaction. The most important aspect of it is to make sure the conveyed messages feel personal. A targeted and personalized platform like RepUp can be used to communicate with guests at every stage of the guest lifecycle.

It is in the hotel’s best interest to accumulate as much data as possible from various touch-points and then use that data to channel personalized communication with the guests. They will respond once they feel the hotel has invested time and effort to know and treat them as individuals. While your guests are staying at the hotel, adding little personal touches in every detail will enhance their experience and will ultimately lead towards converting them into brand loyalists.

Collecting guest feedback:

The hotel must provide guests ample opportunities to provide feedback about the property and then work accordingly to fix any shortcomings. Using guest feedback and relevant data to guide future decisions at your property is an effective way to show your past, future and present guests that you genuinely care about their experience. Collecting feedback and implementing solutions is a potent strategy to increase guest satisfaction levels by a significant margin.

Handling Negative Reviews for better guest satisfaction:

A crucial part of guest satisfaction is how you respond to reviews, especially to the negative ones. No matter how irrational or biased may the negative review look, it is crucial to resist the urge to defend your hotel. The hotel authorities must respond in a timely manner as ignoring, delaying or deflecting blame will only make the matter worse. Make sure to apologize and offer solutions, and don’t forget to thank the guest for the kind feedback.

Increasing social media presence:

Social media’s role in managing and shaping up guest satisfaction cannot be refuted. Paying attention to social media handles of the hotel is absolutely necessary as the guests are constantly sharing their experiences on social media. So when a complaint arises, there must be a speedy response to it. It is advisable for hotels to take online reputation management seriously as any kind of complaint on social media runs the risk of going viral and therefore hurting the image of the hotel severely.


In the age of cutthroat competition, guest satisfaction is the key to unlock the secret of brand loyalty. Managers should take appropriate measures to train and incentivize teams to make guest satisfaction a priority. Click here to know how  RepUp can help you to improve your guest satisfaction level.

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