Every guest today has mentioned it...

26 replies [Last post]
Offline
Joined:
10/07/2008

Trip Advisor. They were all discussing it, how they went there and read every review. They said "This place is great, we have to go there!" and so...you know my next step, I will send a thank you email asking for a TA review with the link to our TA listing.  HURRAY!

__________________

Gluten free is never free. - Joey Bloggs

 

Offline
Joined:
12/03/2013

As part of a personal project I have been doing for my own accommodation I have created some software trying to deal with trip advisor. I have come up with a solution that has been working for me and am trying to make it available for all.

It involves rather then sending out thankyou emails sending filter surveys and then different actions depending on the results. If people have had a negative time asking for a trip advisor review is a bad thing and you are also missing the opportunity to take action and improve on it.

I did a trial on my place, sorry I am a bit of a nerd for stats. During the two months for spring (Sep-Oct, I am down under) we had 512 guests for the 512 emails we sent we got 55 completed surveys, 42 positive replies, 13 negative ones and 33 positive reviews on trip advisor which was a massive increase on the 4 in the two months prior.

Do you guys think that this is something you guys might like? Am I wasting my time trying to make this available to others? I think its a really clear way to address a major buying factor.

This is my first post. Sorry if it is something inappropriate

Breakfast Diva's picture
Offline
Joined:
05/26/2009

Welcome!

I would be quite concerned about those "13 negative replies". What if in the future, one of those negatives does a bad review on TA? In my opinion, that would wipe out all of those positive reviews in a heart beat.

Offline
Joined:
12/03/2013

Hi Breakfast Diva,

Yes it would. But it is better that I get these comments so that I can address them directly before they are posted. An example of something negative is that one guest had a negative experience with the girl that I employ. I was able to address her concern directly and it improved my employee by showing her the effects of little actions she takes.

It gives you an extra opportunity to stop the bad review before it occurs. The most important part is the filter. Good experiences are gentle pushed towards trip advisor, negative experiences are sent apology and ability for you to address the issue before a bad review occurs

Offline
Joined:
10/07/2008

thenewinn wrote:

Hi Breakfast Diva,

Yes it would. But it is better that I get these comments so that I can address them directly before they are posted. An example of something negative is that one guest had a negative experience with the girl that I employ. I was able to address her concern directly and it improved my employee by showing her the effects of little actions she takes.

It gives you an extra opportunity to stop the bad review before it occurs. The most important part is the filter. Good experiences are gentle pushed towards trip advisor, negative experiences are sent apology and ability for you to address the issue before a bad review occurs

yes, being proactive. I understand.

Offline
Joined:
10/07/2008

Breakfast Diva wrote:

Welcome!

I would be quite concerned about those "13 negative replies". What if in the future, one of those negatives does a bad review on TA? In my opinion, that would wipe out all of those positive reviews in a heart beat.

and were they legitimate, or just wanting an ear to listen,? Or nit picking? And did you report back on progress or fixes to the issues?

i think, personally, I don't need to invest as much time in this area, without a "team" to run the biz. Lol!

Offline
Joined:
12/03/2013

The 13 negative replie are a mix. We are only six months in so we still have alot to learn. Over half are realated to noise due to the work we are doing. We are on a working vineyard. For me to be able to do the vineyard work I have to get it started by 6am most days so that I can finish by Midday to help with the cleaning etc.

While I am building a shed away at the moment it hasn't been completed yet. Once this is done all noise will be taken away from the house. Whenever this problem has come up. I have called to apologise and sent a complementary bottle of wine that the noise produces. We haven't had a trip advisor comment about it yet, I think because we have addressed the problem head on.

The software has been created because I don't have a team. It takes me under a minute a day to use, in which time the guest information is filled in so that they survey is sent at the relevant time, also sent is a personalised welcome email two days before arrival with weather information, information about what to do in the region and some links if they want to read more.

I think it has been a massive part of us moving from 21 to 3 in the rankings in under 3 months and it takes me less then one minute a day unles someone complains.

 

Offline
Joined:
10/07/2008

Not saying a team to send out an email, I am saying to ACT on anything that is sent back.  You have a system in place, that is good. Smiling

Arks's picture
Offline
Joined:
05/22/2010

thenewinn wrote:

This is my first post. Sorry if it is something inappropriate

Only thing inappropriate is posting the same thing under multiple topics.

Welcome

__________________

All saints can do miracles, but few of them can keep hotel. ~ Mark Twain

 

Offline
Joined:
12/03/2013

Sorry that was a rookie mistake. Didn't work out I could start a new thread until it was too late

 

The Safford Inn's picture
Offline
Joined:
12/01/2013

Maybe it would be advantageous to find a way for them to post a review while IN HOUSE...via a special site.  Then maybe it can be re-posted on TA?  Posted in your B&B web site?  Hmmmmm

__________________

When you risk nothing, you gain nothing and that dream becomes a fantasy.

 

Silverspoon's picture
Offline
Joined:
10/16/2011

It's not a good idea to give TA any excuse to take you down a notch.  It's hard enough clawing yourself to the top without TA pulling you back to the bottom because they have flagged a review as bogus.

__________________

Gardens are not made by singing "Oh, how beautiful" and sitting in the shade.
Rudyard Kipling (1865-1936)

 

Breakfast Diva's picture
Offline
Joined:
05/26/2009

TA will punish you if your guests are posting their reviews from your property.

If you post of your own website, comments from your guests, most people pay no attention since they know you would never post negative comments there.

Madeleine's picture
Offline
Joined:
09/29/2011

The Safford Inn wrote:

Maybe it would be advantageous to find a way for them to post a review while IN HOUSE...via a special site.  Then maybe it can be re-posted on TA?  Posted in your B&B web site?  Hmmmmm

Yes, you can put the comments on your own site. No, you cannot repost a guest's comments to TA. No, you do not want the guest posting to TA from the property.

I've seen guests doing just that and none of the reviews ever post. TA thinks you're posting them yourself when they come in from the property.

__________________

Everyday, for good or ill, we intersect with some else's story and become a part of it.

 

The Safford Inn's picture
Offline
Joined:
12/01/2013

Maybe it's time B&B's hat a web site for reviews.  The idea that someone else controls where my guests posts reviews leaves me with a sour taste in my mind...lol if that is possible.

Offline
Joined:
10/07/2008

The Safford Inn wrote:

Maybe it's time B&B's hat a web site for reviews.  The idea that someone else controls where my guests posts reviews leaves me with a sour taste in my mind...lol if that is possible.

We have TOO many websites for reviews. That is part of the problem.

Ice
Offline
Joined:
02/22/2010

yes

__________________

"Do not put off until tomorrow what can be put off till day-after-tomorrow just as well." Mark Twain

 

Offline
Joined:
10/07/2008

YEAH! 

We have two NEW reviews on Trip Advisor (I keep tellin' ya'll we have the greatest guests!)  heart

Offline
Joined:
05/30/2008

YAY!!!  Well deserved!

__________________

People don't notice whether it's winter or summer when they're happy.
~ Anton Chekhov

 

Offline
Joined:
06/24/2008

I am happy for you... it is good to get good guests!  Sure hope they follow through with the TA reviews. 

I had a couple say that they would be sure to right a review on TA they said 'we know how important that site is'

That was the 1st weekend of the month, a TY email did go out but to his Admin Assist as she was my contact for him.  Still no review!  I know they had a great time - the place was FULL of wonderful guests all here for a BIG sports event! 

Offline
Joined:
10/07/2008

This is how it is this weekend...every room left a gratuity and one even left a $20 GC for a local independent restaurant in town here. 

The weather is not nice, not super bad, but not especially nice, and they all had a blast and loved every minute.  No one arrived as a stepford guest at all, and it just got better from there.

I always remember this, these that make this business worthwhile. AND none of them sucked the life out of us, they were gone all day exploring, when you read the Maximum Occupancy book, you will remember I said "THESE were the perfect guests"...

Madeleine's picture
Offline
Joined:
09/29/2011

Wow! Tips! I have forgotten what those look like. Seriously. I think you get more tips in a month than we get all year.

 

 

Breakfast Diva's picture
Offline
Joined:
05/26/2009

I can relate JB. The past few days have been spectacular. Perfect guests, loved every minute, left wonderful little love notes, swear they'll write a review (we'll see) and it makes me remember how great being an innkeeper can be! I wish we could clone all of them.

The tough part is trying to remember this feeling when we're in the middle of the busy season surrounded by PITAs.

Offline
Joined:
10/07/2008

Breakfast Diva wrote:

I can relate JB. The past few days have been spectacular. Perfect guests, loved every minute, left wonderful little love notes, swear they'll write a review (we'll see) and it makes me remember how great being an innkeeper can be! I wish we could clone all of them.

and again, the "Stepford" reference. haha

Arks's picture
Offline
Joined:
05/22/2010

Remember this day next time you have a PITA!

Offline
Joined:
10/07/2008

I sent a tu email, every one of them said they want to write a TA and were thrilled by their stay and want to come back. So I sent the email with link to our TA page as a reminder.

I cannot believe how awesome these guests are this weekend! 

Offline
Joined:
05/22/2008

yes

Comment viewing options

Select your preferred way to display the comments and click "Save settings" to activate your changes.