{"id":3280,"date":"2018-01-18T11:51:19","date_gmt":"2018-01-18T10:51:19","guid":{"rendered":"https:\/\/www.thehotelfactory.com\/en\/?p=3280"},"modified":"2022-03-07T09:09:19","modified_gmt":"2022-03-07T09:09:19","slug":"negative-customer-reviews-how-to-handle-them-by-the-hotel-factory","status":"publish","type":"post","link":"https:\/\/thehotelfactory.com\/en\/negative-customer-reviews-how-to-handle-them-by-the-hotel-factory\/","title":{"rendered":"Negative Customer reviews? How to handle them by the hotel factory"},"content":{"rendered":"\n

Online reputation has become a relevant reliability and credibility indicator for companies. Building a favorable reputation for a hotel is not easy, it requires a complex process and the hotel factory can take action in order to increase, maintain or rescue the reputation of your hotel, by performing a detailed analysis, diagnose and finally offer optimal solutions.<\/span><\/em><\/p>\n

The global economy is evolving at a highly accelerated pace and what today is considered as a priority, tomorrow could no longer be relevant. Since the outbreak of the digital economy, <\/span>technology <\/b>has more influence when it comes to take financial decisions. The millennial generation has been taking over the market, having a much wider perspective than previous generations. Over the last decade, <\/span>online reputation<\/b> has become a relevant <\/span>reliability and credibility indicator<\/b> for companies and demands of the customer who are becoming more and more difficult to satisfy.<\/span><\/p>\n

In the tourism industry, we find ourselves in a reality where the key of a company for survival is to be able to keep up with the evolution of the economy, by having the ease and <\/span>ability to adapt to a continuous change and new trends<\/b>. It is about creating a climate of favorable opinions that influences not only their opinions and actions but also the decisions-making process of future potential clients. Accordingly, <\/span>customer satisfaction can be achieved and as a consequence, reaching an excellent level of prestige by the worth of mouth as online<\/b>. However, building a favorable reputation for a hotel is not easy, it requires a complex process. In fact, in this matter is where the hotel factory<\/a> can take action in order to increase, maintain or rescue the reputation of your hotel, by performing a <\/span>detailed analysis, diagnose and finally offer optimal solutions<\/b>.<\/span><\/p>\n

Our team of experts with an extensive experience in the field of tourism, offers solutions to issues or deviations of online reputation, <\/span>adapting and customizing<\/b> the project to each hotel. Although always maintaining the same structure in order to <\/span>achieve success<\/b> in each of our projects.<\/span><\/p>\n

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Online reviews analysis.<\/b> Generally, brands manage their reviews throughout platforms that we all know, such as the famous ReviewPro and TrustYou. In this first phase, the hotel factory<\/a> conducts an in depth analysis to the smallest detail of the <\/span>current situation<\/b> of the hotel both in the <\/span>platforms<\/b> mentioned above and in all the review portals, such as Booking, TripAdvisor, Trivago, Expedia, etc., with the purpose of drawing conclusions about customer expectations.<\/span><\/p>\n

Mystery guests.<\/b> As mentioned earlier in the post ”Mystery guests, is an excellent to improve online reputation<\/a>”, the importance of conducting a <\/span>mystery guest<\/b> inside a hotel is vital to <\/span>identify possible deviations of the service provided within the hotel and thus be able to improve them in time<\/b>, avoiding significant repercussions. Therefore, within this phase, mystery guests tool will be applied, subsequently making a report on all identified improvement practices.<\/span><\/p>\n

Interviews.<\/b> The next step is \u00a0conducting <\/span>interviews<\/b> with the hotel\/chain team, including staff members from all departments: management, housekeeping, receptionists, bellboy, spa, F&B, guest experience, etc., in order to obtain accurate and concrete information, and this way, make a complete diagnosis of the hotel with the <\/span>maximum possible accuracy<\/b>.<\/span><\/p>\n

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Once the first phase has been completed with an assessment, the hotel factory<\/a> team considers that it is crucial to perform a <\/span>benchmark<\/b> to know in detail the <\/span>compset<\/b>, choosing the appropriate destination and suited to each project, hotels that have the same characteristics (category, target group, type of hotel, etc.) and <\/span>prestigious brand hotels<\/b>, in order to take note of the best practices. During the trip, key findings that generate a WOW effect will be selected, analyzing them and adapting them to the project and, consequently, to the hotel.<\/span><\/p>\n

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The final phase consists on deciding <\/span>who, how and where<\/b> each identified key finding will be implemented during the benchmark trip, that is, during the previous phase. the hotel factory<\/a> will elaborate a report with all the detailed explanations for the <\/span>correct implementation of each key finding<\/b>.<\/span><\/p>\n

This stage requires <\/span>various meetings with the client to check<\/b> that everything is being done according to the planning and to <\/span>correct possible unforeseen issues. <\/b><\/p>\n

In addition, the third phase requires much<\/span> attention <\/b>since the decisions that are made are those that are going to be put into practice by the establishment, and on them depends the fulfillment of the objectives which includes <\/span>improving online reputation<\/b>.<\/span><\/p>\n

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the hotel factory<\/a> invites all of those hotels that wish to collaborate with our team of experts, to win the preferences of clients and in this way, obtain an <\/span>excellent prestige and position in \u00a0social media<\/b>. Additionally, only <\/span>consequences and positive results<\/b> are identified as the result of a project to increase online reputation, since according to <\/span>Cornell<\/b>, once the measures are implemented, the hotel will see a prosperity in its <\/span>ADR (average daily rate), RevPAR (income per available room) and GRI (Global Review Index).<\/b> It is an <\/span>essential investment<\/b> for every establishment, since it results on a rapid recovery and allows the hotel to reach an <\/span>excellent position in the market, both online and in the word of mouth, triggering the benefits.<\/b><\/p>\n\n","protected":false},"excerpt":{"rendered":"

Online reputation has become a relevant reliability and credibility indicator for companies. Building a favorable reputation for a hotel is not easy, it requires a complex process and the hotel factory can take action in order to increase, maintain or rescue the reputation of your hotel, by performing a detailed analysis,<\/em><\/p>\n

[…]<\/p>\n","protected":false},"author":26,"featured_media":6272,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[2],"tags":[562,600,641,634,575,365,624],"class_list":["post-3280","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","tag-differentiation-en","tag-guest-experience-en","tag-hotel-marketing-en","tag-hotel-reputation-en","tag-online-reputation-en","tag-the-hotel-factory-en","tag-tourism-consultancy-en"],"acf":[],"yoast_head":"\nNegative Customer reviews? 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