Taking the leap and deciding to list your self-catering accommodation on a review site is a great marketing manoeuvre, explored further in Why we should all be revelling in reviews. To fully embrace the opportunities that a good review listing can bring, a little preparation can go a long way. Here are 5 suggestions to help encourage positive reviews.
1. Be honest in your marketing communications
If you don’t deliver what you promise you are leaving yourself wide open to criticism. Are the photos on your website genuine and up-to-date? Are the restaurants listed as close-by really that close, and will they be open during your guests’ stay? If you say you provide everything needed to enjoy a home-from-home holiday, do what you can to ensure you have got all angles covered – talk to your guests and be aware of changing behaviour. If you say you are suitable for families and provide free WiFi, can it cope with a family of five’s demands?
2. Be as helpful as you can
Make sure you provide the very best experience right from the beginning of your guests travel buying cycle. Do what you can to make it straightforward and problem free:
- Ensure that links on your website work.
- Check your availability is accurate and that prices and special offers are up-to-date.
- Provide user-friendly online booking on your website.
- Respond quickly to all enquiries and correspondence.
- Do you provide all of the information needed? Contact details, directions, what’s on in the area? Think about the information you would like to know to enjoy your own holiday to the full.
- Is there anything else you could reasonably do that would significantly affect your guests’ experience? What little extra touch would make all the difference?
3. Make sure your property is in top-notch condition
Ensure that your property is presented the very best it can be, ready for your guests arrival. Every guest. It should be so clean it gleams, don’t take any short cuts and leave no excuses for negative niggles. Make sure that anything that might annoy your guests is fixed before they arrive, write a checklist and tick off each item. Are all of the light bulbs working? Do any creaky doors need oiling? Check there are no dripping taps. Is there a supply of spare toilet rolls, washing up liquid, tea towels etc? Do you provide everything you say you do? Does everything work?
4. Ask your guests to write reviews
Tell them how much you would appreciate their opinion about their holiday experience. Send an email inviting them to submit a review with a link to the review site. If you provide them with this information you will collect feedback to a platform that you can use for your own marketing purposes. Set up a feed to your homepage from the review site of your choice so that guests can find out more. Explain to your guests why their feedback is important to you – that you monitor all reviews and value the insight they provide, helping you to make the holiday experience even better.
5. Be responsive
Pay attention to the reviews you already have. Experiences shared online are your shop window. It’s one that can be viewed from both sides – it shows the world-wide web what you have to offer, and gives you the opportunity to see your guests’ reaction and find out what they really think. Regularly check what is being said and respond appropriately. From replying to reviews to taking action when required to improve the self-catering experience you provide. Listening to and acting on feedback leads to happier guests which in turn leads to positive reviews.
If you use SuperControl find out more about our brand new verified reviews service go to UpFront Reviews in your account. It is an optional and free part of your SuperControl product that enables you to collect reviews from your real and genuine guests.
