One bad review needs one hundred great ones to be forgotten

Nowadays, price is NOT the most important. Reviews are.

People are more connected than ever so one’s experience comes to MANY OTHER people.

Before booking a new hotel, everyone will first check reviews. But what is a person searching for, an overall rating or something else?

First of all, a person is always looking into hotels they certainly or likely can AFFORD. It doesn’t matter to which category your hotel belongs (e.g. economy, luxury), your rating can go from the lowest to the highest. Why is this important?

Imagine someone who usually stays on a budget, staying in a luxury hotel. They will not value the service and offer in that hotel and will probably LEAVE a bad review, unless they have a conscious aim to stay in such hotels in future meaning they already share the value.

Similarly, there are people who can afford many hotels but value so called old luxury or everything being “GRANDE”. These people WON’T share the value that one boutique hotel may provide such as design inspired by local tradition or cheese making experience thought by your grandmother.

This is why the NUMBER ONE thing to check is if your guests are THE RIGHT ONES, the ones who share the same values with you.

You can rarely get a great review from someone who is not your ideal guest. They can NOT value something they don’t want or don’t see beauty in.

The real problem arises when you MARKET as being something else than what you really are, usually in order to attract guests who are capable of paying more.

Communicating their values is NOT the same as sharing these values with them.

AND, once they come, they will know.

You can NEVER give enough in order to make them forget what you advertised.

To make it worse, these people might be the ones you would NEVER want to host and are not anything near your ideal guest.

SO, these people will leave you long well-explained outrageous reviews which will turn back so many of your great guests.

Even the ones who don’t agree with a person’s review will feel the described situation and choose to go for ANOTHER HOTEL.

You may COMFORT yourself with many great reviews and respond to everyone, PRETENDING you forgot about that bad review and HOPING no one will find it valid especially since you EXPLAINED everything in your response (YUCK!).

LISTEN, even if someone comes after having read that review, they are more likely to be unsatisfied themselves and CONFIRM that bad review publicly.

You don’t have time for such stupid NEEDLESS mistakes. They COST YOU money, ease, energy and recognition.

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