5 Proven Strategies to Increase Your Hotel Review Score

Check these five strategies backed by research and best practices from other hotels for some inspiration on how to increase your hotel’s review score.

Very few travelers will book an accommodation without looking at reviews first. Our research shows that more than 9 out of 10 people read reviews before making a decision. 

Better scores will not only boost your online reputation but also bring more revenue to the table. In the booking phase, travelers filter through the options by looking at hotels with better scores. Even a 1% improvement in the hotel sentiment score (on a 1 to 5 scale) can lead to a .38% increase in bookings.  Another study shows that, on average, a one-star increase can bring 5% to 9% more revenue for a hotel.

In this blog post, we will outline five strategies backed by research and best practices from other hotels for some inspiration on how to increase your hotel’s review score. 

#1 Prioritize Quality

Establish a strong base – prioritize quality and continuous improvement as the core elements of the guest experience. Strive for a comprehensive approach that integrates quality into your operations. This will show that you value the your guests’ experience and are willing to go above and beyond to ensure their satisfaction.

Luca Finardi Gm E Area Vice President, Operations Ii @tysonsadlo
Ask the Guest – Mandarin Oriental Milan’s Approach to Driving Continous Improvement

Luca Finardi, General Manager of Mandarin Oriental Milan, winner of the TrustYou AwardBest Accommodation in Milan,” shares how they build a quality-based culture and service while inspiring their guests.

#2 Deliver Exceptional Service

Let’s face it, no matter how much technology we include in hospitality, the human touch will always make a difference between good and exceptional service, leading to memorable experiences and positive reviews. Providing outstanding customer service is key to garnering positive reviews. Train your staff to prioritize guest satisfaction by being attentive, responsive, and proactive. Encourage personalized interactions and empower your team to go the extra mile to exceed guest expectations.

Q2 2023 Global Impact Scores
The latest TrustYou data shows that, globally, the category Service is most likely to bring higher hotel scores. Particularly, staff friendliness and a helpful management team were key to boosting positive reviews.

#3 Encourage Guest Feedback

Actively seek out guest feedback by implementing convenient and user-friendly methods. Encourage guests to leave reviews on various platforms such as TripAdvisor, Google, and OTA websites. Wherever possible, provide incentives or rewards for leaving feedback, such as discounts on future stays or loyalty points. Make it easy for guests to give feedback through email surveys, in-room comment cards, or QR codes placed strategically throughout the hotel.

How Servigroup Hoteles Increased Their Score by Getting More Reviews

Since using TrustYou, Sevigroup’s Performance Score climbed from the 80th to 90th percentile, continuing to rise in 2023. The number of guest reviews has grown substantially, with over a 90% jump, and the response rate nearing a 20% increase year over year portfolio worldwide.

Servigroup Hoteles Trustyou

#4 Monitor and Analyze Reviews

Regularly monitor and analyze online reviews across different platforms. Pay attention to recurring themes or concerns mentioned in reviews and use this feedback to identify areas of improvement.

Mr. Hidetaka Yonemoto, Director Of International Hotel Development, Nine Hours, Inc.

“A TrustYou feature that we use the most is the alert email function. When we receive negative reviews, we read them carefully, first to make sure that the reviewer and the feedback given are trustworthy. This determines whether we will make improvements based on the issues flagged.

Alert emails are sent to all hotel managers, so you can also see reviews from hotels other than yours.”

Hidetaka Yonemoto, Director of International Hotel Development, nine hours, Inc

#5 Respond to Guest Reviews

Responding to guest reviews is a great way to take care of your guests post-stay. Our latest research shows that 90% of travelers who read review responses expect a response from the hotel to their feedback. 

Hotels responding to guest reviews receive 12% more feedback and their ratings increase by an average of 0.12 stars on a 1–5 scale. 

Whether positive, negative, or neutral, addressing feedback promptly and professionally will demonstrate your commitment to guest satisfaction and positively impact your bookings.

Achieve efficiency and immediacy without making any changes to your reply structure or tone. With our latest feature, you will reduce the time spent replying while keeping the human touch. responseAI is smart enough to detect a positive or negative review, personalize the message, translate, and just like that – it’s ready to review and send!

Hourglass Icon From Lines And Triangles, Point Connecting Network On Blue Background. Illustration Vector

Implementing these six effective strategies will help you increase your hotel’s review score, which is crucial for attracting more guests and improving your online reputation. By delivering exceptional quality and service, actively managing guest feedback, and monitoring your performance, you can significantly boost your review scores. Start implementing these strategies today and reap the long-term benefits of a stellar review score.