Hospitality has traditionally been a reactive service model. Guests shop for hotel stays, peruse reviews, secure a booking, attend their stay and depart with a review in mind. However, travelers have often been known to leave reviews mid-stay as issues or surprises challenge and delight them. Operators who fail to account for these guests are open to allowing negative reviews to color their property’s reputation, even if these sentiments can be addressed before guests leave. Operators can take a proactive stance using modern property-management systems (PMS) and do just that.
Integrated feedback tools have changed the game for hoteliers looking to respond to guest reviews. Instead of responding too little, too late, hotels can…