Quais são as principais plataformas de feedback e avaliação de hóspedes para o setor de hospitalidade?

Online Survey is one one the tool, but not limited to it, Mobile App is also considered as one of the great in-house Platforms for Guest Satisfaction Survey,

Trip advisor is one of the most important feed back platforms, as it offer transparency even do it’s a bit challenging for hospitality managers. Responding to reviews on time and solve the daily challenges could meet.

Some of the very famous reputation management systems are Revinate, Review Pro, Trust You (Accor and some other hotel chains) Merlin for IHG Salt for Hilton

Online surveys provide a straightforward method to gather in-depth feedback from guests post-stay. By inviting guests to share their experiences through tailored questionnaires, hoteliers can actively engage with their feedback, responding promptly to their suggestions and concerns. This approach not only yields specific and valuable data but also helps identify precise aspects of the guest experience that delight or disappoint.

When I hear of a "platform for guest feedback," my first thought is of a review website and Trip Advisor in particular. Like many travelers, I depend on Trip Advisor contributors honest review, to guide me in deciding where to stay. Even in my nation, I also use the site to help me avoid restaurants that may offer a sub-par experience. I also encourage businesses I am working with to use these sites. This is not only for the purpose of getting feedback, but also as a part of their service recovery mechanism. Every contribution should be acknowledged. Most critically, service problems should be apologised for and even addressed where possible. However, a property cannot depend on these sites only as they do not capture guests who churn.

Travellers of current hi-tech era have very different mind. They like to explore and keep lot of options before they drill down to the final conclusion. May it be Destination to Hotels to Experiences available in such destination. What makes these choices easy are the review websites and booking portals that again have lot of reviews. With great reputation of these travellers consider the comments and ratings as validation check points to their choices. Thus, it is the easiest of all that is boom for all hospitality managers. More they put effort into providing best in class experience more the chances the guests will provide ratings and comments which will then influence other travellers / guests.

Review sites have become a go-to platform for guests seeking trustworthy accommodation options because they offer insights from real guests. People value authentic experiences shared by fellow travelers, helping them make informed decisions and avoid potential pitfalls. Additionally, the volume and variety of reviews provide a comprehensive picture of the accommodation, instilling confidence in potential guests.

As per last researches, Websites are still the most convenient option to have a look about Guest reviews. However, sicne a few years, Social Media is getting stronger and impacting pretty much in the E-WOM. so far, there is no a platform which is able to gather those reviews from SocialMedia; it doesn´t mean tha tit´ll happen sooner than later.

The majority of guests today will refer to other reviews before making a booking decision. This usually accessed from the Hotel website or through other Website from OTA's, and are done in real time. Both Negative and positive reviews are all welcomed as promptly responding to the various issues will show how committed you are in resolving any issues arising from the feedbacks.

Social media can elevate an experience for a guest. At my previous resort, I had caught an anniversary through a Facebook post. No requests, no mentions of the special event through the booking process. Our team tracked down the happy couple and over delivered an incredible, thoughtful experience.

Social media isn't just for marketing; it's a vital feedback tool. Real-time guest posts provide instant insights into their experiences, allowing you to engage directly and manage your brand's reputation effectively. This two-way communication helps address issues swiftly and enhances guest satisfaction.

In today’s world with bots and rapidly growing “paid”/AI generated reviews, sites like TripAdvisor and others no longer can authenticate true experiences of a product as effectively as they have been able to before. We’ve become a more visual consumer who seeks out social media reviews. Specifically apps like TikTok and Instagram give potential consumers a more realistic and visual experience that’s is higher converting than a standard review with no photos, video, or visually documented experience. This is huge in today’s social media centered age. This approach feels more genuine to most consumers. Just search “best hotel in (city name)” or “things to do in (city name)”… you’ll quickly be taken on a journey that is very influential.

SoMe is just a part of our life. The difficult thing is to get our staff to be loyal followers and models during work situations. Guests loves our mentioning if they are here to celebrate.

Social media platforms serve as vital tools for gathering guest feedback in the hospitality industry. Platforms like Facebook, Instagram, and X allow guests to post real-time experiences, offering instant insights into their satisfaction. Engaging directly with guests via comments and messages helps create a responsive dialogue, enhancing customer service and brand reputation. Additionally, monitoring these interactions is essential for promptly addressing any concerns and maintaining a positive online presence.

Feedback kiosks or even handled mobile devices on site capture guest feedback effectively during the check out process. It is a tried and tested mechanism.

La sola idea de contar con un espacio público donde compartir opiniones sobre la experiencia de los huéspedes en un hotel era tentadora cuando surgieron las redes sociales y las plataformas de comentarios como TripAdvisor. La industria hotelera acogió con desgana, y hasta temor, esta nueva cultura digital de las valoraciones personales de sus clientes. Tras unas dudas iniciales terminó por abrazarla y promover los quioscos de comentarios en sus hoteles, en sus propias webs. Hoy constituyen un argumento publicitario de valor decreciente precisamente por estar encuadradas en acciones de marketing. Las valoraciones futuras se analizarán en otro contexto menos inducido de percepciones personales y se captarán mediante un tracking experiencial.

Feedback kiosks strategically placed within your establishment can effectively capture guest opinions on-the-spot. These interactive and user-friendly kiosks encourage guests to leave feedback during their visit, providing real-time data that can alert you to issues needing immediate attention. Addressing concerns promptly can enhance the guest's experience before they leave your premises. Additionally, the presence of these kiosks showcases your commitment to guest satisfaction and continuous improvement, reinforcing your dedication to providing excellent service.

Os quiosques de feedback oferecem uma maneira eficaz de capturar opiniões dos hóspedes em tempo real, possibilitando a identificação e resolução imediata de problemas, o que contribui para aprimorar a experiência do hóspede. Além disso, demonstram um compromisso visível com a satisfação do cliente e a busca pela melhoria contínua.

Los quioscos de comentarios, estratégicamente ubicados, capturan opiniones de los huéspedes en el momento. Su interactividad y facilidad de uso motivan a los clientes a dejar feedback durante su visita. Esta recopilación de datos en tiempo real permite identificar y resolver problemas de inmediato, mejorando la experiencia del huésped antes de que se retire. Los quioscos reflejan nuestro compromiso con la satisfacción del cliente y la mejora continua, destacando nuestra dedicación a ofrecer un servicio excepcional.

Mobile apps are the most trusted source, mostly generated or provided by customers, affiliated with brand loyalty programs. Which certainly generates a true or broader comparison of your experience

Brand mobile apps such as a the World of Hyatt app, the IHG app & the Taj hotels app offer customers and easy reviewing at the comfort of their mobile devices.

GXP is the most advanced tool to capture and learn guests preferences. It offers first hand information that guests can share with us, and in my experience it contributes immensely to maintain trust and loyalty between customers and hosts.

Las aplicaciones móviles para servicios al huésped, con funciones de comentarios, permiten calificar la experiencia cómodamente desde un smartphone. Facilitan una comunicación inmediata entre huéspedes y gerencia, ofreciendo una plataforma para expresar preocupaciones o elogios sin demora. La comodidad de estas aplicaciones fomenta la interacción y la retroalimentación, lo cual es invaluable para ajustar servicios y personalizar experiencias. Implementar estas tecnologías demuestra nuestro compromiso con la satisfacción del cliente y la mejora continua, elevando la calidad de nuestra hospitalidad.

Mobile apps can help in a couple of ways. First, and most important, they provide a direct line of communication between you and your customers. They can leave feedback, make bookings, and even order services directly from the app. It's convenient. Second, mobile apps can help you collect data about your customers. What are they ordering? When are they booking? All this info can help you tailor your services to better meet their needs.

Email follow-ups allow you to reach out to your customers after their visit or stay. You can ask for their feedback, thank them for their visit, or even offer them special deals for their next visit. It's a great way to keep the conversation going and make your customers feel valued. Plus, email follow-ups can provide you with valuable insights. You can find out what your customers loved about their experience, and more importantly, what they didn't.

In my experience, even this approach is a traditional way, few of our client base still rely on email follow ups iT can also help them in future plans as they have our contacts documented and safe to their email.

O uso de acompanhamentos por e-mail após a estadia é uma estratégia eficaz para obter feedback detalhado dos hóspedes. Essa abordagem personalizada permite fazer perguntas específicas, promovendo respostas de alta qualidade e proporcionando a oportunidade de resolver eventuais preocupações levantadas pelos hóspedes. Além disso, essa comunicação por e-mail pode fortalecer o relacionamento com os hóspedes, incentivando futuras visitas.

When follow-up emails are PERSONALIZED, they are incredibly powerful to understand the guest experience, know the points we need to improve and show that we really are humans serving humans.

While we have all the tech enabled systems at hand, what really does the job is when we take personal feedback's at source, be it while a guest is dining at the restaurant, at the spa or while checking-out. This can seriously control damages if a guest has had a bad experience or stay and can make create a huge impact in turning tables once the guest leaves and posts feedback on these platforms. Emails, social media, TripAdvisor all can come handy only if a guest leaves happily from your property or else it could be otherwise..

Technology helps but nothing like a personal connect. During my hotel ops days I used to make sure that guest relations try and connect with the guests once during the stay, may be breakfast or evening happy hours, or just a call… feedback obtained during the stay not only helps you to resolve in case of any issues but also goes a long way in building relationships. You see the turn around time is less this way, and all you get are happy loyal guests 🙂

There are different platforms which allowing hospitality customers (guests) to share their experiences about their stay by providing feedback and reviews. As an example of these platforms “IHG-Heartbeat” “MGS-Guest Voice” both programs work in a partnership with “Medallia” which integrates multiple source of feedback. “Accor-Trust You” “TripAdvisor, Yelp, Google reviews.”

When they leave, instead of asking « everything was fine? » say: « What we should improve ? Then ask directly your customer if you take his time for 1 question » , when THE CUSTOMER IS OK,ask your question, I let you define your own question Could be ie: if you were allowed to choose the rate of your room, what will be? It s always complicated for a guest to complain live, way easier if you are not in front