Hotel Reputation Management

Great Expectations: 5 Ways Guests Form Opinions About Your Hotel - By Ashley Proceviat

Understanding how guests form impressions and expectations is the first step in working towards exceeding them. Here are some of the ways that your customers are forming expectations about you.
A man and woman enetring a hotel lobby
Great Expectations

Sojern

It’s commonly said that you have seven seconds to make a first impression, and that’s no different when it comes to your hotel. Thanks to social media, third party sites, and online reviews, gone are the days when you had the chance to make that first impression. 

Understanding how guests form impressions and expectations is the first step in working towards exceeding them. Here are some of the ways that your customers are forming expectations about you.

Visiting your Website

Because you control your website and the messaging contained within it, this is the best place to set explicit expectations. Here’s an example from Banyan Tree Mayakoba property, that does a really great job of setting and meeting expectations via their website.Screenshot - Banyan Tree Mayakoba website

The description for the Bliss Pool Villa explicitly includes a private pool or outdoor bathtub, and private garden in the description. If a customer books that Villa, they’ll get just that!

Asking Friends and Family

Word of mouth remains ever-important, and what people say about you can have a big influence on who books with you – or not – in the future. 

Comparing with Third Parties

Online Travel Agencies (OTAs) can have a massive impact on how you are perceived and how you rate against your competition. Let’s look at two hotels shown on Booking.com. What sets these two properties apart in ratings? You can bet that guests are investigating this right now.

Screenshot - hotel search
Checking Social Media

People share their positive and negative experiences on social media. Guests will check what others say about you and what you say about yourself on social media. Here’s a great example from COMO Hotels about its Miami property. They really do a great job with their messaging on social media, highlighting their luxurious amenities and using hashtags to their advantage:

Screenshot - COMO Hotels tweet

Reading Reviews

An incredible 80% of travelers read between 6-12 reviews before booking a hotel. These reviews not only influence their ultimate booking decision, but also what guests expect when they come to your hotel. 

How does your hotel stack up when it comes to helping current and future guests set expectations? If you need some advice, our new eBook is here to help.

About Ashley

Ashley is Sojern's Marketing Manager, EMEA & APAC and works in the London office. Originally from Canada, she's been living in London for over four years, and is actively trying to fill all the pages in her passport. She has never met a cheese she didn't like.



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