Kakšno moč imajo mnenja in ocene gostov?

Če ste lastnik ali upravitelj počitniške nastanitve, veste, kako močna je lahko konkurenca. Ob tako številnih možnostih za potnike je bistveno, da izstopate iz množice in pritegnete goste v svojo nastanitev. Eden od načinov za to je, da si s pozitivnimi ocenami ustvarite močan ugled in dobro pozicijo na spletnih portalih.

Toda zakaj so ocene gostov tako pomembne in kako lahko vplivajo na vaše poslovanje? V nadaljevanju si podrobneje oglejte, kakšno moč imajo mnenja in ocene gostov.

Pomen povratnih informacij strank

Mnenja so način, kako lahko potniki svoje izkušnje delijo z drugimi. Ne glede na to, ali se navdušujejo nad lokacijo, udobjem ali splošno izkušnjo, ali pa delijo konstruktivne povratne informacije o področjih, ki jih je treba izboljšati, so mnenja dragocen vpogled za potencialne goste.

Za lastnike in upravitelje nepremičnin so mnenja tudi način za merjenje zadovoljstva strank in ugotavljanje področij za izboljšave. Če ste pozorni na to, kaj gostje pravijo, lahko izvedete potrebne spremembe in tako izboljšate splošno izkušnjo za prihodnje obiskovalce.

Poleg zagotavljanja dragocenih povratnih informacij lahko ocene pomagajo tudi pri vzpostavljanju zaupanja pri potencialnih gostih. Ker je na voljo toliko možnosti, se popotniki pogosto zanašajo na ocene, ki jim pomagajo pri sprejemanju informiranih odločitev o tem, kje bodo bivali. Z visoko oceno in številnimi pozitivnimi mnenji lahko gradite verodostojnost in se uveljavite kot zaupanja vredna in zanesljiva možnost za popotnike.

Vpliv na vaše poslovne rezultate

Pozitivnamnenja in dobre ocene imajo lahko tudi neposreden vpliv na poslovni izid vašega podjetja.

Glede na študijo podjetja ReviewPro imajo objekti z višjimi ocenami običajno višjo stopnjo zasedenosti in prihodke. Študija je pokazala, da je bila povprečna stopnja zasedenosti nastanitev z oceno 4,5 ali več 72-odstotna, medtem ko je bila pri nastanitvah z oceno 3,5 ali manj le 42-odstotna.

Z drugimi besedami, pozitivne ocene lahko ne le privabijo več gostov, ampak tudi povečajo prihodke poslovanja.

Kako lahko povečate število pozitivnih mnenj?

Tukaj je nekaj nasvetov:

Spodbujajte goste, da pustijo ocene

Po bivanju gostom pošljite nadaljnje e-poštno sporočilo, v katerem jih prosite, naj svojo izkušnjo delijo z drugimi. Prav tako lahko zaprosite za ocene na družabnih medijih ali pa v potrditvena e-poštna sporočila vključite povezavo do spletnih mest za ocene (npr. Tripadwisor).

Odzivajte se na mnenja

Ne glede na to, ali so pozitivne ali negativne, se odzovite na vse ocene. S tem pokažete, da cenite povratne informacije svojih gostov in ste pripravljeni uvesti izboljšave na podlagi njihovih predlogov.

Uporaba mnenj v trženjske namene

Pozitivne ocene poudarite na svoji spletni strani in kanalih družabnih medijev. Predstavite prednosti svoje nastanitve in pritegnete potencialne goste.

Konstruktivne povratne informacije vzemite resno

Če prejmete negativne ocene, jih izkoristite kot priložnost za izboljšave. Gostu se zahvalite za povratne informacije in mu sporočite, katere ukrepe boste sprejeli za odpravo njegovih pomislekov. Tukaj je nekaj primerov odzivov na negativne ocene gostov:

Negativno mnenje na Airbnb

“I was extremely disappointed with my stay at this Airbnb. The host was rude and unaccommodating, and the property was not as advertised. The amenities were not in working order and the overall condition of the place was subpar. I would not recommend this listing to anyone.”

Odgovor profesionalnega gostitelja

“I apologize for any shortcomings in your stay at my Airbnb. As a host, it is my responsibility to ensure that my guests have a positive and enjoyable experience. I am sorry if my behavior was unprofessional or if the property did not meet your expectations. I will be sure to address any issues with the amenities and the overall condition of the property. I hope you will give us the opportunity to host you again and provide a better experience in the future. Thank you for bringing these concerns to my attention.”

Negativen komentar na Booking.com

“I recently stayed at [Hotel Name] through Booking.com and I have to say, I was extremely disappointed with my experience. The hotel did not live up to the expectations set by the website and the booking process.

Firstly, the room I was assigned was dirty and smelled musty. The sheets were stained and the bathroom had not been cleaned properly. I had to request a new room, which took almost an hour to arrange, and even the replacement room was not much better. The overall cleanliness and upkeep of the hotel left a lot to be desired.

Secondly, the hotel’s facilities were very limited and outdated. The gym was extremely small and poorly equipped, and the pool was dirty and overcrowded. There was no spa or sauna as advertised on the website, and the restaurant was closed for renovations during my stay. I felt that I was not getting the value for money that I had expected based on the advertised amenities.

Finally, the staff were unhelpful and unfriendly throughout my stay. They did not seem to care about my complaints regarding the cleanliness and facilities, and were not proactive in trying to resolve any issues. I felt like an inconvenience rather than a valued guest.

Overall, I would not recommend this hotel to anyone looking for a comfortable and enjoyable stay. The hotel’s facilities and services were subpar and did not match up to the expectations set by Booking.com. I was very disappointed with my experience and would not stay here again.”

Če na Booking.com prejmete negativno mnenje, kot je to, se morate odzvati profesionalno in sočutno.

Odgovor profesionalnega gostitelja

“Dear [Guest Name],

Thank you for taking the time to share your feedback about your recent stay at [Hotel Name]. We apologize for any inconvenience or discomfort you experienced during your stay.

We take all guest feedback seriously and we are sorry to hear that you were disappointed with your experience at our hotel. We have taken note of your comments regarding the cleanliness of the room and the facilities, and we will take the necessary steps to ensure that these issues are addressed immediately.

Regarding the staff’s attitude, we apologize for any lack of empathy or friendliness. We will take this opportunity to review our service standards and provide additional training to our staff to ensure that all guests are treated with respect and professionalism.

We understand that we did not meet your expectations and we are sorry for any inconvenience caused. We hope that you will give us another opportunity to host you in the future and provide you with a more enjoyable and comfortable stay.

Thank you again for your feedback and for choosing to stay with us.

Best regards, [Your Name]”

Zaključek

Mnenja imajo ključno vlogo pri oddajanju nastanitev turistom. S spodbujanjem gostov, da pustijo ocene, odzivanjem na povratne informacije in njihovo uporabo za izboljšanje svoje nastanitve lahko zgradite močan ugled in spodbudite več poslov.