Hotel Review Management
Automated, contactless and personalised
HiJiffy’s Hotel Virtual Concierge is available 24/7 from the pre-stay stage until the guests departure. Engage with your upcoming visitors before their arrival, provide online check-in and check-out services and offer in-stay upselling opportunities to personalise your guests trip.
How does HiJiffy's Virtual Concierge work?
Connect with guest anytime, anywhere
Maximize your upselling opportunities
Hoteliers can use the direct contact opportunity to make the most out of previously recorded guest’s preferences to offer exclusive and personalised services.
Automate your check-in and check-out just at your guest’s fingertips
Customers are one click away from personalising their stay even before their arrival. At the same time, hotels can retrieve all this data directly in their PMS to improve customer experience.
Virtual Concierge Features
Front-Office AI Agent
An artificially intelligent virtual assistant that guides users through in-stay requests.
Offer pre-check-in forms to your upcoming guests and minimize the time at the reception.
Room Upgrades Campaigns
Communicate personalized room upgrade opportunities during the pre-arrival phase.
Send automated messages to communicate personalized upselling campaigns.
Automate workflows that are triggered throughout the guests stay.
Custom routing and escalations
Configure to whom would you like the request to be escalated or redirected when required.
Pre-programmed Guest Notifications
Create automatic notifications and digitalize repetitive administrative tasks.
Guest Satisfaction Surveys
Send guest satisfaction surveys directly to your guests phone and increase the participation rate to understand better your customer.
Guest Reviews Campaigns
Trigger recommendation campaigns to improve your brand reputation on platforms like TripAdvisor or Google.
Create specific campaigns for past guests offering special deals and boost your hotels’ loyalty program.
Hotel Review Management – FAQ
Hotel review management is the process of effectively acknowledging and replying to online reviews of your establishment. It may also include encouraging your guests to leave reviews. Potential customers will put more faith in a rating that is based on a greater number of reviews, so the more positive reviews you have, the better. By actively managing your hotel reviews, you have the chance to address any issues in the replies.
Being open and honest is always the best policy, so never attempt to hide or remove a negative review. A bad review is your chance to make a change and show the world how you deal with negative feedback. If you feel the feedback is unjustified, or the writer has made an error, it can be tempting to leave a defensive comment, but it may escalate the issue further. Approach negative comments in a constructive way, with an open and polite attitude. There may be some valuable and useful feedback on how to improve guest experiences, and so you can thank reviewers for drawing this to your attention and perhaps let them know that you are going to implement their suggestions.
People are more likely to air their views if they have a grievance, and less likely to write a review if their stay was pleasant yet uneventful. Be proactive and email guests after their stay and ask them to leave a review. This prompt may encourage more people to leave a positive review that can be seen by the public.
By interacting with guest reviews, you are showing potential customers that you are attentive and open to feedback. You are reassuring potential guests that should they have a problem, you will try your best to fix it. By encouraging positive feedback, you will build up an online reputation. Review sites may have a star rating, or they may feature the top hotels in your area. Hit these lists and get a good star rating, and that is some great publicity right there. Hotel marketing can be costly, yet with reviews, you are getting free publicity from genuine customers.
Carefully reading your reviews, rather than simply adding a cut and paste reply, can also bring you many benefits with regard to ideas and suggestions for improvement. Your guests might have some interesting ideas you had not thought of, so it can be greatly beneficial to make note of this type of comment and see if you can implement some requested changes.
Finding the right approach when dealing with negative reviews can be difficult. Hoteliers can easily feel offended by negative comments, and this can come across in replies. Any reply needs to be carefully thought through and written clearly. Issues need to be addressed; positive comments should be acknowledged. For consistency, it can be useful to have one staff member be responsible for responding to reviews, and that person should perhaps be chosen for their writing skills rather than their level of seniority at the hotel.
How would it look like for you?
Let us show you.