It is important for hoteliers to protect their brand image online. More and more the Internet is being dominated by your guests – social networking sites, blogs and forums allow users to project their own beliefs about your hotel across the Web. This is fine if the opinion is good, however, it is inevitable that some people will have negative comments to make about the service they received with your hotel.

There is no way of stopping your guests from discussing the experience they have had of your hotel website, however, there are ways of monitoring and reacting to these discussions in order to minimise the damage caused to your online reputation.

You need to ensure that you are leading the way when it comes to your hotel’s online reputation. This can be achieved through basic SEO techniques, ensuring that you are appearing as high as possible in the search results and therefore higher than other references to your hotel.

Another crucial part of your online strategy should be interacting with your guests and responding to what is being said. If a negative comment is posted about your hotel online, the best way to limit the potential damage to your reputation is to react quickly and effectively.

If a guest has talked about a negative experience with you, it is crucial that you can respond and show that customer care is high on your priority list, if they are complaining about either the hotel itself or the hotel website you must be seen to be willing to make improvements in light of their comments.

To find out how Motive can ensure you are promoting the right image of your hotel online. Talk to our Hotel Team.