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Tuesday, June 18, 2024 Traditionally, the hospitality industry has followed a reactive service model: guests search for hotels, read reviews, book their stay, and leave a review post-departure. However, guests often provide feedback during their stay, driven by positive or negative experiences. If hotel operators ignore these real-time reviews, they risk allowing negative feedback to tarnish their reputation, even when issues could be addressed promptly.

To mitigate this, operators can adopt modern property management systems (PMS) to proactively manage guest experiences. Advanced feedback tools have revolutionized how hotels respond to guest reviews. Instead of delayed responses, hotels can now receive instant notifications of new reviews and react in real time.



This proactive approach is crucial as guest expectations soar. By anticipating needs and leveraging service opportunities, hotels can enhance the guest experience and manage issues as they arise. Modern PMS tools have evolved to not only facilitate guest stays but also to delight them.

Operators should use PMS that can analyze historical travel data and stay engaged with guest needs. As guest journeys become more dynamic, it’s essential for operators to identify key touchpoints and optimize their response strategies at each stage. Bridging the gap between guest expectations and actual experiences can significantly improve review quality.

Positive reviews create a beneficial feedback loop, setting future guest expec.

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