- During check-out, ask your guests to review your property on social network sites and booking sites, including Tripadvisor, Expedia, Booking.com, facebook etc)
- Send your guests a “Thank you for your stay” email and ask them to review you on Tripadvisor.
- Show your guests that you are listening and you care - monitor the reviews and make sure you answer all negative comments. Use the manager’s response field to reply. Be apologetic, explain what happened and offer an incentive to come back. You don't need to reply to all the positive reviews, but it's a good idea to acknowledge some of them to show you are monitoring the site.
- Make it easy for your guests to find your tripadvisor page on your website. Display a tripadvisor badge on the homepage or on a testimonials page. Include the Tripadvsior badge at the bottom of your email signature.
- Use guests quotes to your advantage. Display the links to your latest tripadvisor reviews prominently on your website or on Facebook. Lift positive experiences and use them as content on different pages on your website.
In addition, there are two important don’ts:
- Don’t ignore tripadvisor. Just because you ignore it, doesn't mean it's not there and it will go away. You may not be managing it, but your competitors are. So, guess who’s getting all the better guests?
- Not answering all comments. Answering all comments makes you look like you have someone whose job is just to use “canned answers” for tripadvisor. This will hurt your credibility when answering negative comments.
Finally, ensure that you use social networks like Facebook, Twitter, YouTube and Flickr to promote your property and to communicate your special offers. Invite your guests to join your networks. This will improve brand loyalty and ensure that you keep a close relationship with your guests, particularly those that write positive reviews about your hotel. They are your best reference and your best bet, as an independent hotel, to get new business from their social network.
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