If you’ve ever run a hotel, a restaurant, or any kind of business in the hospitality industry, you know the power of reviews. They can make or break your reputation. To harness this power, it’s essential to actively encourage reviews. When you see a flood of five-star reviews on platforms like TripAdvisor and Google, it feels like winning the lottery. Not only do reviews help build trust and credibility with potential customers, but they also give you valuable feedback about what you’re doing right and where you can improve.
But how do you encourage your guests to leave reviews, especially when satisfied customers tend to quietly enjoy their experience and move on, while unhappy ones are quick to post their complaints?
The Power of Asking
Here’s the truth: people are more willing to leave a review than you think they just need a little nudge. When was the last time you stayed at a hotel or ate at a restaurant and had a fantastic experience? You probably thought, That was great, but then you got busy and forgot to write a review.
I once managed a boutique hotel where we prided ourselves on our personalized service. We’d get rave reviews in person—guests would gush about how much they loved their stay. Yet, when I checked our online profiles, the reviews didn’t match the in-person feedback. That’s when I realized: I wasn’t asking.
A Simple Request in the Right Moment
After that lightbulb moment, we started asking guests if they’d be willing to leave a review. Here’s how we did it: at checkout, when we asked how their stay was, if they said it was great (which, luckily, was often), we’d kindly ask, “Would you mind sharing that on TripAdvisor or Google? It really helps other guests find us.” That one simple sentence changed everything. Within a few months, our reviews soared.
It wasn’t pushy, just a gentle request at the right moment, when their positive feelings were fresh. People appreciated that we cared about their opinion enough to ask.
Timing Is Everything
The best time to ask for a review is when the guest is still basking in the glow of a positive experience. This could be:
- At Checkout: As I mentioned earlier, a simple ask during checkout is an ideal time. The guest is reflecting on their stay, and it’s still fresh in their mind. Plus, they often feel a little sentimental or thankful for the great experience you provided.
- Via Email After Their Stay: For those who may have forgotten to leave a review or need a more convenient option, a follow-up email works wonders. I once stayed at a bed-and-breakfast that sent a friendly email a day after checkout thanking me for my stay and, at the bottom, they included a polite, “If you enjoyed your stay, please consider leaving us a review on Google.” It was so thoughtfully worded that I felt compelled to do it. And I did!
- During a Special Moment: If you notice a guest is particularly thrilled—maybe after enjoying a special meal at your restaurant or after you went above and beyond to accommodate their request that’s the perfect opportunity. In fact, one time, a guest of mine was so delighted after we arranged a surprise birthday treat for his wife that I knew he was riding that wave of gratitude. I casually mentioned, “We’d love it if you could share this special experience online so others know what we’re about.” It worked like a charm!
Personalization Works
When encouraging reviews, personalization goes a long way. It’s not just about your business; it’s about their experience. Focus on the guest’s story rather than your need for reviews.
For example, if a guest compliments the local craft beer you’ve been serving in your restaurant, you could say, “I’m so glad you loved our craft selection! It’s always great to hear feedback like yours. We’d love it if you could share your thoughts on TripAdvisor, so others can discover the beer menu too.”
This approach makes the guest feel that their individual experience matters. They’re not just doing you a favor; they’re contributing to the community by helping others make informed choices.
Create Multiple Opportunities to Leave a Review
Sometimes, no matter how satisfied a guest is, they might need a little more than a single prompt. Life gets in the way, and leaving a review may slip their mind. That’s why creating multiple touchpoints can be effective.
- In-Room Prompts: I once stayed at a resort that had a cute little card on the bedside table that said, “We hope you’re enjoying your stay! Share your thoughts on TripAdvisor.” It wasn’t intrusive, but it served as a gentle reminder every time I walked by it. For your business, something as simple as a small sign at the front desk or in the room can be a helpful nudge.
- Social Media Engagement: You can also encourage reviews through social media. After sharing a picture of a special event or a unique dish, casually invite guests who were part of it to leave a review. “Did you try our new pumpkin spice pancakes this weekend? Let us know what you thought on Google Reviews!”
- QR Codes: Encourage reviews by making it easy for guests to leave feedback, which can help increase the number of reviews you get. You can place QR codes on receipts, menus, or at the checkout counter that link directly to your Google or TripAdvisor page. We started doing this at the boutique hotel, and the convenience factor made a noticeable difference.
Conclusion
Asking for reviews doesn’t have to be awkward or pushy. It’s about finding the right moment and making it easy for your satisfied guests to share their experiences. When you approach it with authenticity and personalize your requests, you’ll not only get more reviews but also build stronger relationships with your customers.