A recent article in USA Today reports that hotel guest satisfaction has dropped to its lowest level in seven years, noting that check-in and check-out, guestrooms, food, Internet/WiFi fees, and facilities such as pools and business centers top the list of travelers' dislikes. ABC News also reported that how a person books their hotel stay may also be related to their satisfaction. In Hotels with Highest, Lowest Guest Satisfaction, Travel & Lifestyle Editor Genevieve Shaw Brown wrote that "guests who book their hotel stay with online travel agencies (Orbitz, Expedia and competitors) tend to be less satisfied with their stay then those who book directly with the hotel web site or over the phone. These travelers tend to be more price-sensitive, have lower levels of satisfaction with their stay, are less loyal to hotel brands and tend to report more problems."
The underlying message for hoteliers is twofold: 1) If you don't take direct control of your guest reviews NOW, chances are the comments they post will not only turn travelers off, it could keep them away. 2) It's time to refresh your websites because enticing travelers to book directly on your website will improve your chances of having satisfied customers, thereby increasing your chances of receiving positive reviews.
"It only takes one unhappy guest to post a bad review, then the company's reputation is damaged, which in turn effects their sales," said DJ Vallauri, Founder and President of Lodging Interactive (http://e2.ma/click/r2llf/371ycd/7ue76), an award-winning, interactive and social media marketing agency exclusively servicing the hospitality industry. "Today travelers have no problem telling the world what they like -- and more importantly, don't like -- about their hotel experience. Knowing how easy the Web and social media has made it for consumers to find their voices, hoteliers should be fearful to create an atmosphere whereby a negative review can even occur. Those hotel companies that have been identified in recent reports by travelers as providing below average service need to act -- and quickly -- to salvage their reputations and restore faith in their patrons."
About Lodging Interactive
Lodging Interactive is an award winning full service Interactive and Social Media Marketing Agency exclusively servicing the hospitality, spa and restaurant industries. Since 2001 we have provided hundreds of hotels and resorts, in over 35 countries, with proven, ROI driven online marketing services.
Our unique online marketing techniques combined with our CoMMingle Social Media Marketing wins online business for hotels and resorts. Whether you need a service to supplement your current Internet marketing programs or complete Internet sales and marketing solutions, we will deliver proven services that are measured by clear definitive results.