The power of online guest reviews: How they impact your hotel's business"

Online guest reviews have become an increasingly important aspect of the hotel industry. They can make or break a hotel's reputation, and ultimately impact its bottom line. In this post, we will take a step-by-step look at how guests rate hotels online and how that impacts a hotel's business.

The guest experience

The guest experience The guest experience is the foundation of any online review. A guest's experience at your hotel will determine whether they leave a positive or negative review. This includes everything from the room and amenities to the service they received from staff.

Finding review platforms

After their stay, guests will typically search for online platforms to leave a review. Popular review sites include TripAdvisor,, and Google. These sites allow guests to rate the hotel on a scale of one to five stars and leave a written review.

The impact of reviews

These reviews are then made publicly available for potential guests to read. Positive reviews can lead to increased bookings and revenue, while negative reviews can have the opposite effect. It's important to note that a single negative review doesn't necessarily mean the end of the world but multiple negative reviews can give a negative image of the hotel to potential guests.

Responding to reviews

Hotels should also be proactive in responding to reviews, both positive and negative. This shows that the hotel is listening to feedback and is dedicated to providing a great guest experience. Responding to negative reviews in a timely and professional manner can also give the hotel an opportunity to address any issues and turn a negative experience into a positive one. Responding to positive reviews can also show gratitude and appreciation for the guest's feedback.

Monitoring and tracking reviews

Hotels should also make sure to regularly monitor and track reviews. This allows them to identify any patterns or recurring issues that need to be addressed. It also helps the hotel to see what guests are saying about their competitors and make adjustments accordingly.

Utilizing reviews to improve the hotel

Finally, hotels should use the feedback from reviews to make improvements to the guest experience. This could include making changes to the room, amenities, or staff training. By actively using reviews to improve the guest experience, hotels can increase positive reviews and ultimately improve their bottom line.

In conclusion, online guest reviews play a significant role in the hotel industry. They can impact a hotel's reputation and ultimately its bottom line. By understanding how guests rate hotels online, how reviews impact a hotel's business, and utilizing reviews to make improvements, hotels can increase positive reviews and improve their bottom line. By making sure to monitor and respond to the reviews, hotels can take control of their online reputation.

Albi Zhulali
CEO of Softmogul