The Review Economy
A single percentage point improvement in your TripAdvisor or Google rating can justify a 3–5% rate premium and drive measurable increases in booking conversion. Guest experience isn't just a nice-to-have — it's a direct revenue lever.
Pre-Arrival: Setting Expectations
The guest experience begins long before check-in. A personalised pre-arrival email sent 48–72 hours before arrival — confirming the booking, sharing local tips, and offering an upgrade opportunity — reduces arrival anxiety and primes guests for a positive experience. Include a direct contact method for any questions.
Arrival: The First Five Minutes
First impressions are disproportionately powerful. Train your team to make eye contact, use guest names (you have them from the reservation), and acknowledge any special occasions noted in the booking. A warm, personalised welcome costs nothing but pays dividends in reviews and return visits.
During the Stay: Proactive Service Recovery
Problems happen. What separates great hotels from average ones is how quickly and generously they respond. Empower every team member to resolve complaints up to a defined value threshold without manager approval. A guest whose complaint is resolved well often becomes a more loyal advocate than one who experienced no problems at all.
Post-Stay: The Review Ask
A timely, personalised post-stay email thanking guests and including a direct link to your preferred review platform dramatically increases review volume. Send within 24–48 hours of check-out, while the positive experience is fresh. Never incentivise reviews — instead, make the process effortless.