Turn happy guests into online superfans!
We all know the power of a glowing online review. In today's digital world, it's often the first thing potential guests see, acting as a powerful testament to the unforgettable experiences you offer at your holiday park or accommodation.
But how do you move beyond hoping for positive feedback and actively encourage your happy guests to share their wonderful stays?
Create "Wow" moments
Reviews come from exceeding expectations, not just clean rooms. Think about the little things.
- Warm welcome- A genuine smile, personalised greeting, and a small treat set a positive tone.
- Anticipate needs- Proactively offer helpful info (local attractions, events) or ask if they need anything.
- Go the extra mile- A complimentary upgrade, help with luggage, or a special request creates a lasting impression.
- Immaculate presentation- Ensure your property is clean, well-maintained, and visually appealing. First impressions count.
Guests rave when they feel truly cared for and experience something special.
Make sharing effortless
Convenience is key. Make leaving a review seamless.
- Subtle in-stay reminders- Use a tasteful card with a QR code or direct link to your preferred review platform in their room.
- Post-stay email- A personalised thank-you email, 1-2 days after departure, is a perfect, gentle way to ask for feedback with direct links.
- Wi-fi integration- Consider a landing page on connection/disconnection with a polite request and links.
- Mobile-friendly- Ensure all links and platforms work easily on phones.
Pro tip- Focus on 1-2 primary review platforms.
Time your request strategically
Ask for feedback when the positive experience is fresh.
- After a highlight- If a guest compliments something, subtly mention how you appreciate online feedback.
- Upon check-out- A friendly "Hope you had a wonderful stay! We'd love it if you shared your experience online."
- Post-stay sweet spot- Emailing within 24-48 hours usually yields the best results.
Personalise your approach
Generic requests are ignored. Show you value their individual experience.
- Use their name- Personalise emails and notes.
- Reference their stay- Weave in a positive interaction or compliment if you remember one.
- Express gratitude- Sincerely thank them for choosing your place and for their feedback.
What NOT to do
- Don't bribe- Offering rewards for positive reviews is unethical and against platform rules.
- Don't be pushy- Repeated, aggressive requests are off-putting.
- Don't only ask for positive reviews- Encourage all feedback; constructive criticism is valuable.
- Don't ignore negative feedback- This is a missed opportunity for improvement.
By using these strategies, you'll create a positive loop where happy guests become your biggest advocates. It's about genuine connections, exceptional service, and making it easy for them to share.
Ready to elevate your online reputation and turn happy guests into superfans? The team at Massey Online Management is here to help. Reach out to us today to discover how we can transform your guest feedback into a powerful marketing asset.