Reaching a hotel standard where 99% of guests would return - and maintaining that standard
Archive - Originally posted on "The Horse's Mouth" - 2013-10-01 22:35:44 - Graham EllisI believe that online customer reviews are critically important in attracting new guests these days, and I know that they're vital for our own use in ensuring that we provide what the customer wants, and we continue to provide what the customer wants. So I was very happy to find this little diagram from Trip Advisor as I was clicking through some of the hotelier's links they provide.
I have blanked out the name of the other local establishment that the (no subscription) Trip Advisor system compared us to; I note we have far fewer reviews than them (or than almost anyone else), but then that's because we've only got the five rooms.
The "trick" is in - not coming up with a good product - but KEEPING coming up with a good product. And the "answer" is having a team that has a belief in providing that good product, and in helping by motivating and enabling them to do so.
As I write, we already have a few nights filled in October, and we're down to just one room most weekends at Well House Manor. We DO accept dogs, we DO accept single night bookings, and we do promise you a warm welcome and an enjoyable stay.