When a traveler sees your business on TripAdvisor, your star rating will play a significant role in their decision to opt for your business over others. This is exactly why your business’ star rating needs to be as high as it can. There are a lot of things you can do to improve your TripAdvisor rating, so don’t be discouraged if your rating is low. This is how you go about it.
Step 1: Figure out why you have a low rating
See if you can figure out who wrote the review you are reading. Try to recall if something happened that would make a traveler unhappy? Might one of your staff snapped at them? Was breakfast cold one morning? Most people don’t have a strong enough memory to recall all details, so it can be helpful to keep a journal of noteworthy events at your establishment.
Step 2: Before you get another negative rating, make a plan for situations that might cause one
Redeem yourself and your business to your customers and show that you care about the quality of their experience. For example, if breakfast was bad, offer a refund or a free meal.
Step 3: Create a loyalty and rewards program to encourage positive reviews
Offer discounts, special offers and free items and experiences. Give your customers opportunities to provide you with feedback. For example, at the end of their stay you can mail them a thank you or a reward and link to your TripAdvisor page in the email.
Step 4: Monitor your reviews and analyze your data
Respond thoughtfully to reviews and as soon as possible after they are posted. This helps others see that you value them as a customer and that they will really appreciate your awesome review and feedback. Here’s a quick resource that you can use to generate review responses of all sorts.
Keep track of trends in your data to see if your efforts are getting you results. When you are very professional and have excellent customer service online as well as in-person, you can be sure that it will pay off on TripAdvisor. Keep at it and be patient.