Welcome to Episode two of the Boost Hospitality Podcast!
I have released this new six-part series to go explain the easiest ways that you can boost your direct bookings. Each episode is under 10 minutes long, so you can easily consume as you’re getting on with your busy day. You can download all six episodes right now via iTunes. CLICK HERE to listen!
This is where you can find my other training videos.
For those who don’t know, TripAdvisor is an extremely popular tool for hoteliers of all types. In fact, 77% of all holiday-goers will go to this review platform before completing a booking on a property.
That means that 8 out of 10 of your guests will have checked TripAdvisor before booking. Time to take advantage of this tool! Here are a few simple tips which can help you get more direct bookings through TripAdvisor.
Number 1: Responding to Reviews
It has been proven that hotels that are social and responsive on their TripAdvisor page get more bookings. Customers like to see that you’re dealing with a complaint and appreciating their review. That’s why you should respond to both the positive reviews and the negative ones. For example, if someone has left a review saying the toilet is broken, and you’ve since fixed it, respond by saying something like, “Thank you so much for the review. We really appreciate your feedback. Just to let you know, that broken toilet has been fixed now.” Every time you respond, you should add a personal touch.
Number 2: Getting more Reviews
If you only have a few reviews, the simple answer is to ask your customers to leave a review after their stay. The easiest way to do this is to ask them when they checkout. Give them a business card, or if you’re tech-savvy, maybe even create a QR code so they can scan it on their phone and go straight to your TripAdvisor page.
Another option is to send them an email after their stay with a direct link to your TripAdvisor page. This makes it easier for them to immediately comment.
Finally, if you have their mobile number, send them a text message! No one misses a text message like they miss emails.
Number 3: Don’t take Reviews Personally
This is really important. If you’ve got 100 reviews and one person has commented negatively, that’s still a huge rate of success. However, if you’ve got 40 or 50 negative reviews out of 100, then you know that you need to fix something. The important thing is to understand that customers are not personally attacking you. If you can fix those issues, then you’re on the right track.
Number 4: Business Listing on TripAdvisor
Business Listing is part of TripAdvisor’s paid options. It can be a little expensive for an initial outlay, but the return on investment is huge. Why is it beneficial?
Firstly, the link to your website will be added in your listing, increasing your direct bookings. Secondly, there’ll be a telephone number and it will be masked. This means that the number displayed will be a different telephone number to yours, but when it’s dialed, it will go straight to your landline. This is how you know the calls are coming from TripAdvisor.
So how do you know when you should be using Business Listings?
Go to TripAdvisor and search for your town or city. If your listing is below the top ten in that search, you should consider Business Listings. Your listing will get bumped to the top and increase the visibility, resulting in more bookings!
Please let us know if this podcast has helped you. We have explained more about TripAdvisor right here.
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