There are many factors that can attract guests to a particular bed & breakfast rather than another. While the reasons could be many, the competition is tough for small and medium-sized small hotels that are preferred by most travelers. A B & B is a small establishment and often includes landlords who greet guests on a personal level. Or, it can also be managed by a team of professionals in the case of slightly larger accommodation. Bed and Breakfast is equipped with luxury suites, home, with private rooms and attached bathrooms and, in some cases, these include a large number of services to match the biggest names in the hotel industry.
An online reputation management of B & B plays an important role in attracting guests in a particular accommodation. Your guests have access to the latest information, updates, tips and reviews online. Smartphones have made it easier for guests to browse information in hours about the kind of place they would like to stay. This is mainly the reason; the online reputation management of a B & B hotel plays an important role in building a brand. First of all, let’s try to understand the importance of online bed & breakfast hotel reputation management
Why B & B must opt for online reputation management: 1) Online reputation management consists in building a positive image of the B & B brand2) Observing guest feedback online helps improve services3) Online reviews play an important role in influencing guest decisions. It is vital to look at what is being said about your property4) Respond to criticism in a friendly way shows the professionalism of your staff5) Your online reputation has a direct connection with bookings and revenue6) * 97.7% travelers read online reviews of other travelers* As per survey on Hospitality.netTips for managing B & B online reputation:
Understand the answers and respond accordingly
A good number of travelers often leave reviews on sites like TripAdvisor. This is the most important online place to read what your guests have to say. Try to get a complete understanding of the details. Positive reviews and bad reviews, both should have equal weight. Spend some time to answer both types of reviews. Always remember to respond politely to disturbed guests and try to solve the problem online. Offer a following and solve the problem to maintain a good relationship with the guest. This will show a professional attitude towards new travelers who are browsing the review site looking for a perfect B & B. As a B & B manager, you can use this situation to get more referrals.
Request for feedback personallyA key to managing online reputation is to pay close attention to your guests during their stay. While not many would prefer the idea of being forced to give feedback, a subtle reminder would be useful for evaluating their experience. E.g. You can ask the receptionist to kindly ask the guest for the experience and share the details via a feedback form. Alternatively, use the SMS service to send a link so that the guest can record feedback at a convenient time. Ask for suggestions to improve, what was the best thing about the B & B and other questions that should give you detailed insights. This will help solve problems in real time if a particular guest is not satisfied with the service. Understanding the problematic area after receiving the feedback and solving it instantly will be better rather than an annoyed guest who writes offensive comments online.
View your profile onlineIt is not enough to update your profile on various websites and with OTA. You need to constantly update the details to attract travelers looking for the best online offers. A B & B may be a smaller property than hotels but there is a group of niche travelers looking for a personal touch for their stay. Use it to your advantage, update your pages online with the latest images, add videos and it is innovative in creating a buzz. Even if you are a small BNB, highlight your Unique Selling Point. If you do not have a ready website, you must do it now! A website is a must for new travelers looking for information and can even direct direct bookings to your hotels. Be aware of the rates and details posted on the OTA websites and make sure you keep the details up to date at all times.
Manage the presence of social media
Most travelers upload photos and videos of their stays on social media channels. This is one of the easiest ways to get attention online. Get professional support to keep your social media updated. Be regular in publishing updates, highlight packages, videos and testimonials to increase bookings. It is not enough to talk only about the hotel premises. Spend time to interact with guests via Twitter, Facebook, Instagram and more. Ask questions, tag visitors, submit offers, organize races and be creative to keep a loyal fan base afterwards. Blog and connect with guest bloggers to expand your reach online.