Reputation is important to any business in any industry, but it may be even more important to brands operating in hospitality. There’s a reason TripAdvisor and Yelp are such huge players in this field, and while 50 percent of consumers read reviews before choosing a restaurant, according to TripAdvisor an overwhelming 77 percent read them before they book a hotel.
We’ve talked a lot on our blog about the importance of good reputation management and what hospitality brands can do to get more — and better — reviews from their guests.
Our product, Loop, helps brands engage with guests, build meaningful relationships, and encourage those guests to stay loyal. In return, guests love using Loop to voice their concerns and compliments, and make requests for amenities and services. Moreover, it allows guests to talk with staff members one-on-one and give kudos where kudos is due.
And because Loop opens up the opportunity for hotel staff to resolve guest issues before they leave the property, it inherently encourages people to write positive reviews on TripAdvisor.
Don’t just take our word for it — we have proof! Here’s what some of our clients’ guests had to say about their experience with Loop.
It cuts down wait times
Many guests have remarked that they were surprised by the speed of the hotel’s response when they sent a request using Loop. In most cases, they noted that they received a response from management within minutes, and the solution to the problem was presented in a matter of hours.
“The property has a interactive program for the guest called the LOOP if you have a compliment they encourage you to report it… if you have a complaint they encourage you to report it ..we had an issue on our 2nd night and reported it on the LOOP my goodness not only did I get a response within minutes..we had the management team come to our room to us at dinner while we were at the pool they really went over and beyond to make sure my family understood this was a isolated incident…” Review
“They have a texting service called “loop” that we used a couple of times, once to report a towel with holes in it and another time to help with our new…rewards account. Both times we received text replies within minutes. This is a great service.” Review
It facilitates employee recognition
An important part of employee engagement is giving team members a sense of purpose and that they were helping others. Recognition is a big part of that. Loop makes it easier for guests to personally thank staff who go above and beyond to make their stay wonderful.
“The staff at this resort was outstanding, among the best we have experienced. We gave a long lists of favourites on the loop…but would like to mention 2 here. Frederico was terrific, helping us sort out an issue. Paula…was exceptional. She should be given her own resort to run!” Review
“Speaking of the loop, we also complimented several staff…over that system as well…it’s NOT just for complaints/issues/things gone wrong. Those messages were received and responded too just like the issues messages.” Review
It helps staff provide impeccable service
“I do have to recommend using the new loop system they have there! We had one night where we were very sad to hear they ran out of lobster and every year it’s a tradition to have a lobster dinner on our last night. I commented on the loop and they made it happen for us! I couldn’t believe it. Above and beyond service was incredible!” Review
“Speaking of the LOOP. Two days before our departure I sent another message about the room upgrade just to see if they had any available. A VERY SPECIAL THANKS TO JAMIE! This man upgraded us complimentary for our last two nights…” Review