Great Comment Card Scores Through Bribery

Five Diamond Hospitality — Mon, 08 Feb 2010 18:12:48 +0000

We found a good laugh. In the ‘Goofs, Glitches, Gotchas’ section of the newest Consumer Reports, a reader sent in a hotel’s attempt to bribe them to being happy. The hotel included the following message on their folio:

“For every guest that rates their stay as VERY SATISFIED, we will issue 20,000 points to your priority club card”

The reader asked the manager who said that his intent was to thank people for completing the survey. Consumer reports adds ‘but not, it seems, for completing it honestly.’

What are you doing to bribe your guests?

New Study Says Hotels Only Respond to 4 Percent of Negative Reviews!

Five Diamond Hospitality — Fri, 04 Sep 2009 16:49:40 +0000

We have been saying for years that one of the most important things to do is to maintain your hotel’s internet reputation. If you missed some of our articles, click here.

Market Metrix and TripAdvisor did a recent study and found that “85 percent of hotels have no guidelines for monitoring, responding to or acting on guest reviews.” 85 percent! They also state that “only 4 percent of negative reviews are responded to!” The entire article can be read here.

The article suggests many of the same techniques that we do for mainting your hotel’s internet reputation. You wouldn’t ignore a bad comment card, right? Then why would you ignore a bad internet review of your hotel? Get a plan in place today!

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Great Comment Card Scores Through Bribery

New Study Says Hotels Only Respond to 4 Percent of Negative Reviews!