Four tips on how to maximise hotels ratings on TripAdvisor

In this digital era, something as small as a review from TripAdvisor can help or hinder your business. Most travellers visit TripAdvisor and read through the reviews before deciding whether to stay in a hotel. As such, ensuring your hotel has good reviews and ratings on this platform is a must.

Reviews can affect the overall reputation of a hotel, with negative reviews potentially scaring potential clients away. Unfortunately, it's almost impossible not to get some negative reviews. How you respond to such reviews matters a lot.

If you want to have good ratings on TripAdvisor, here are some top tips to follow.

Be open with customers

You have to be transparent with your guests to get good ratings and reviews, so avoid over promisingand under-delivering. And be honest - guests won't be happy when they realise that the 5-minute walk to the beach turns into a 20-minute walk along a busy road.

When you are giving directions to your establishment, make sure they are accurate and as straightforward as possible. There is nothing more annoying for tired travellers than directions which are wrong or impossible to follow!

Work with your employees

Remind your staff that how they behave and interact with clients is important for positive reviews. Encourage them to treat guests with respect at all times and make sure they know how to deal with any conflict which might arise.

Take their complaints seriously

Before an unhappy guest leaves a negative review on TripAdvisor, they are likely to approach you first. When a guest comes to you with a complaint, make sure you listen to them. Turning them away without offering a resolution won't lead to positive reviews.

Also, try to give them a solution to the problem that they are facing. For example, if they're complaining about noise, can you move them to a quieter room? If you are in a position to fix the problem immediately, you should do so. Doing this will minimise the risk of your guests venting their grievances in public.

Constantly respond to reviews

Your team should constantly check reviews and respond with an understanding and impartial tone. It is common to get a negative review in the hospitality industry. However, your response shows potential customers how your hotel acts when faced with customer dissatisfaction. Your responses should address the specific concern that is outlined in the negative review.