Top Tips for Getting More Online Hotel Reviews

Despite the constant evolution of online marketing and distribution platforms and social media, online reviews remain so important. According to recent research, a total of 92 percent of leisure travelers in the U.S. consider online hotel reviews “somewhat important” or “very important” when choosing a hotel. Recent changes to how Google reviews are displayed on hotel pages within Google demonstrate the weight of reviews on the consumer’s decision-making process when looking for a place to stay.

Now when travelers “google” accommodation and click on a property within Google’s Hotel Finder results they will find a separate “Reviews” tab for the hotel that offers the ability to filter, sort and search reviews, and also pulls reviews in from other online sources like TripAdvisor and Booking.com, in addition to reviews from Google users. These changes have resulted in a more comprehensive and efficient review resource that helps consumers make well-informed decisions.

In our increasingly digital world, online reviews are more important than ever. Google’s recent enhancements to its reviews feature should serve as a reminder to lodging operators that reviews do matter—a lot. If chatter about your property has been a bit quiet online lately, here are our top tips for getting more reviews.

Ask at Check-out

There’s nothing wrong with asking guests for reviews face to face. You probably already ask departing guests if they enjoyed their stay—if they did, follow up with something genuine and light like, “That’s good to hear! If you have a spare few minutes sometime in the next few days, we’d love it if you could leave us a review online on [your preferred review channel].” Most guests will appreciate the opportunity to do something nice for your business if they had an enjoyable stay.  

You can ask guests for reviews in more subtle ways too, like including your review profiles on business cards or a small sign placed at the front desk. Include a message at the bottom of check-out receipts, inviting guests to leave a review online on your preferred review site if they enjoyed their stay. You could also consider adding a message that invites dissatisfied guests to email you directly with any negative comments, which will hopefully avoid those complaints going public online.

Post-stay Messaging

It’s best to ask for reviews as soon as possible after a guest’s stay while they are still focused on their experience. Post-stay messaging provides an ideal opportunity to encourage guests to leave a review online.

Whether by email or mobile messaging, post-stay messages thanking guests for their stay should be sent to every guest and should also politely ask them to leave a review if they enjoyed their experience at your property. As mentioned above, invite them to contact you directly with any negative feedback. Post-stay communications can be triggered automatically through your property management system (PMS), CRM or guest messaging platform.

Make it Easy to Leave Reviews

Whenever and however you prompt guests to leave a review, make it easy for them to do so. If it’s not clear where they should leave a review and they have to search online and click around, chances are it’s not going to happen. Instead, point them directly to your property’s profile on your preferred review channel via direct links (or linked icons/banners) included in emails, mobile messages and on your website.

Any printed material should also point guests in the right direction by including the logo or website address of your preferred review site along with your profile name (which should be the same as your property’s name).

Automate Review Management

Make it easy for yourself too, by automating review management with CRM or reputation management software that can send post-stay surveys to your guests, triggered automatically. Through platforms like Revinate, completed surveys can then be submitted straight to important review channels such as TripAdvisor and Google, steadily increasing online review volume.

When your PMS is integrated with your reputation management software, you don’t even need to enter guest details into your reputation management system or CRM—the PMS sends the data directly. The entire process becomes automated, saving you valuable time and ensuring no guest goes forgotten when it comes to asking for feedback.

Be on the Sites that Matter

From Google to TripAdvisor to Booking.com, set up profiles on multiple review channels to make sure you cover the ones your guests like and use. If you haven’t already, search for reviews for your property on Google (and other major search engines like Bing and Yahoo! Search) and take note of the sites that come up—these are the ones that your customers prefer, so make sure you set up profiles on all of them to make it easy for your guests to find you and review you.

Offer Incentives

Sometimes it takes a little incentive to motivate customers to write a review. While at first this approach might sound a bit like a bribe, it’s not really. There’s nothing wrong with running a monthly draw for all customers who submit a review (whether good or bad) online. Promote your draw on social media, on your website, and in emails and other guest communications.

Some ideas for prizes include a free night’s stay, a gift certificate, or a free meal at your restaurant.

Share Rave Reviews on Social Media

Sharing your property’s glowing reviews on your social media channels is a good way to inspire (and remind) other guests to leave their own reviews online. Social media users love it when their content is shared by other social media users, with credit given to the original creator.

Sharing positive reviews on social media is not only a good tactic for generating more online reviews, it also provides great content for promoting your property.

Respond to Reviews

You don’t have to respond to all reviews, but you should endeavor to respond to all negative reviews and some great reviews as well. Thoughtfully responding to online reviews tells customers that you care about your guests and their experience of your property, and motivates other guests to provide valuable feedback that helps your business succeed.

Treat Every Guest like a VIP

Consumers tend to write reviews about exceptionally good or bad experiences—not about average ones. So be exceptional by showing every single customer how much you value them. It doesn’t take much—from anticipating guests’ needs to greeting guests with a smile every time, the smallest efforts can make a big difference to your customers.

Generating a steady stream of online reviews isn’t always easy, but it’s a crucial part of maintaining a healthy online reputation. Follow the above tips and watch the reviews roll in—and your occupancy and revenue soar!

Connecting Technology for a Better Human Connection: How Hotels Can Simplify Guest Messaging

Just as communication between friends and family has evolved due to the rise of mobile technology and social media, so has communication between businesses and their customers. Consumers expect to be able to connect with businesses as easily and conveniently as they connect with family and friends, and that’s why more and more hotels are implementing mobile messaging options for communicating with guests.

From SMS to popular messaging apps (like WhatsApp and Messenger) to guest messaging platforms designed specifically for the hospitality industry (like Whistle), lodging operators have various options through which to offer guests the convenience and personalized service of mobile messaging.

As a guest engagement channel, mobile messaging comes with many advantages. It’s an instant, personable and conversational way of communicating with guests, and portrays a more human side of business compared to traditional methods of communication like email. It’s a well-received form of communication too, with an open rate of at least 98 percent.

Mobile messaging also provides lodging operators with a record of chat history—in other words, valuable data that can be analyzed at both an individual level (guest profile data) and on an aggregate scale.

But perhaps the most important reason for implementing guest messaging is that it’s simply the way people want to communicate. Research shows that 90 percent of consumers want to use messaging to communicate with businesses. Hoteliers have found that guest messaging increases service recovery opportunities and results in higher guest satisfaction. Messaging provides guests with a convenient, less confrontational method of reporting problems and making requests in the moment, curbing negative reviews. It’s proven to boost ancillary revenue too.

The adoption of guest messaging should no longer be a matter of if, but when. But, as with the implementation of any new process, thoughtful consideration must be given to the challenges of adopting guest messaging within your own operations to ensure its efficiency and effectiveness.

Adopting Guest Messaging the Right Way

While implementing messaging technology itself is relatively simple, ensuring that it fits in with your day-to-day operations is a bit more complex. Dealing with guest requests and complaints through any channel involves various hotel departments and requires systems and processes to be defined, implemented, monitored and analyzed—and mobile messaging is no exception. Therefore, the success of guest messaging depends on how well it is integrated with your other hotel systems.

When you think about the practical implications of managing mobile messaging at your property, questions probably pop into your mind, like, “How can we quickly identify who is making the request?” and “How will staff find the time to manage yet another channel?

A typical guest enquiry almost always involves departments beyond the front desk. When front desk staff receive a request or complaint, they need to identify the guest and then communicate the request to the relevant department, be it F&B for room service, maintenance for a leaky faucet, or housekeeping for extra towels. And then they need to follow up to ensure the request has been fulfilled.

Without a properly integrated messaging system, it’s easy to see how the burden on front desk staff during peak season could be unmanageable. But when your guest messaging solution is integrated with your property management system (PMS), fulfilling guest requests and resolving complaints becomes much more efficient, and communications more personalized.

Combining the power of guest data with the convenience of mobile messaging creates a robust and efficient guest engagement tool that is hard to beat. Through direct integration, your PMS communicates guest reservation data to your guest messaging platform in real time, allowing your messaging platform to send personalized pre-arrival, mid-stay and departing messages automatically. Fulfillment of guest enquiries becomes more efficient and personalized too, with profile data automatically pulled alongside the message thread.

“Faster response time and increased satisfaction!”

Whistle has allowed our Guest Experience team the opportunity to reach out to and assist our guests in a faster, more organized manner. By having the guest profile pulled next to their text message thread, our Guest Experience team does not need to spend time searching for reservation information about the guest while speaking to them. This has allowed for faster response time and increased satisfaction!

The benefit of having Whistle and WebRezPro PMS integrated is the seamless interaction between the two systems. Whistle is able to pull guest information and have it side by side with the guest’s messages. Additionally, our team is able to schedule out custom, property-specific, automated messages increasing our efficiency while also providing our guests with the proper information at the best time!

– Kerri Coughlin, Guest Service Director, Locale

When guest messaging is viewed as part of an integrated system rather than yet another service channel to manage, it offers real potential to elevate the guest experience and improve operational efficiency and staff productivity.

WebRezPro PMS currently offers integration to a growing list of mobile messaging partners, including Whistle and Twilio. Contact us to find out more about integrating WebRezPro to your preferred guest messaging platform.

Hotel Amenities: What Today’s Guests Look For When Booking Accommodation

To win the business and loyalty of guests, hoteliers have always needed to offer more than a simple place to sleep. Whether it was valet parking, room service, or an on-site spa, hotels relied on extra amenities to appeal to customers. And that hasn’t changed. In fact, now that people can find and compare accommodation so easily on the internet, guests are more discerning than ever. You need to provide quality features and services if you want to stand out from the competition and give customers a reason to return.

Just like guest expectations for communication and decor have changed over the years, their expectations for amenities have evolved as well. Here are a few things guests are looking for today:

Free WiFi

When it comes to booking accommodation, the most sought-after amenity is free, high-speed internet. Today’s travelers are incredibly reliant on their phones (and other mobile devices) to research activities, plan itineraries, and keep in touch with friends and family. If you don’t offer complimentary WiFi, guests will likely keep looking for a property that does.

Complimentary breakfast

Whether it’s a traveler on business or a family on vacation, people like the comfort of knowing the first meal of the day is taken care of. So consider offering complimentary breakfast for your guests. It won’t go unappreciated; After WiFi, free breakfast is ranked the second most important amenity by travelers.

Luxury in-room essentials

It’s the little details that make a guest’s stay feel luxurious.  When it comes to in-room amenities, that means ensuring things like linens and toiletries are of the highest quality. Swap out polyester sheets for high-thread-count cotton, and equip rooms with soft, over-sized bath towels. When stocking the bathroom, choose high-end hair products and artisanal soaps. Your guests will leave feeling pampered and excited to return.

Mini-fridge

Mini-bars are on their way out. They’re expensive to monitor and maintain, and often go unused by guests. Many hotels are opting to equip rooms with an empty mini-fridge instead. Hotelier’s don’t have to worry about stocking or tracking the use, and guests can bring in snacks and beverages they’ve purchased elsewhere. It’s a solution that makes everyone a winner.

Flexible food options

Like mini-fridges, room-service is being reconsidered by many hoteliers. In its stead, some properties are opting to provide grab-and-go food options in their lobby, giving guests the flexibility and convenience they desire. They can pick up a burrito on their way out the door, or take a salad back to their room to enjoy in comfort. And as an added bonus, this cafeteria-style approach minimizes costs for you.

Streaming services

In-room entertainment is still a big priority for travelers. Guests want access to TV facilities (especially millennials), but pay-per-view movies aren’t going to cut it anymore. Most guests have a subscription to one streaming platform or another, and they want to continue watching their favorite television shows while traveling. Consider installing smart TVs that allow guests to connect their devices and access their own content.

Shared spaces

A recent trend that we’ve blogged about before is the millennial-led demand for shared-living spaces. Travelers today are prioritizing experiences and looking to socialize. Creating versatile spaces where guests can work, read a book, and mingle, will help foster the environment this new generation of travelers is seeking.

Amenities matter. They’re what elevate the customer experience from good to excellent. Make sure you’re doing everything you can to win your customers’ bookings and earn their loyalty.

Google Ads 101: A Hotelier’s Guide to Advertising with Google (Part 2)

In part 1 of this blog, we discussed how Google’s advertising service, Google Ads, works, and how to determine if it’s a platform you should be using. Part 2 will outline the steps required to begin marketing on this powerful platform.

Getting Started

Set up account >> To begin, navigate to the Google Ads site, and click the ‘Start Now’ call-to-action button. You’ll need to enter your email address and website URL. You can create a new Google account, or use one you already have.

Creating a Campaign

Identify a budget >> When starting a new Google Ads campaign, you’ll first need to identify how much you want to spend in the “Your budget” section. You’ll need to choose your currency and the average amount you wish to spend PER DAY. This value can always be adjusted later as you analyze the success of the campaign.

Select audience by location >> This feature allows you to choose to display your ads to customers from a specific location. You can identify your audience by country, region, city, or even neighborhood. For example, if a local airline just announced a direct flight to your city from somewhere else in the country, you might want to create a campaign that specifically targets that area.

Create custom audiences >> If you’re creating a display ad, you can create custom audiences based on affinity and intent. The feature allows you to enter keywords and URLs that correlate with your target demographic, allowing the system to display ads to users most likely to have an interest in your property.

Select a network >> This is where you identify what type of ad you want to create. For ads that appear in search results, choose Google Search Network. For advertisements that appear in web banners, within apps, or on YouTube, select Google Display Network.

Choose your keywords >> Next, you need to choose the terms that you want your ad to appear in the search results for. For phrases, you can choose to show up in searches containing those words in any order (called a modified broad match), containing those words in order (phrase match), or an exact match only. In addition to things like “Accommodation in X,” you should consider bidding on branded keywords as well (i.e. search terms containing your property name). This might seem unnecessary, but they’ll be cheap, and it will stop competitors from redirecting users looking for your hotel.

Place a bid >> When you’re setting up your maximum cost-per-click bid, you have two options. You can allow Google Ads to automatically manage your bid (by adjusting your CPC to get the maximum number of clicks while staying within your budget) or set the maximum manually.

Write your ad >> For the search network you’ll need to create a text ad. It should include a title and description that are closely related to your keywords. This will signal to the user that you’re offering exactly what they are looking for. You’ll need to enter the landing URL for the ad, which should take users to a landing page specific to their search query (linking to a generic homepage is not a good idea).

Use ad extensions >> There are a number of extensions available for your ad. Location extensions can be used to provide extra business details, call and message extensions enable guests to contact your business directly from your ad, site-link extensions can provide links to multiple different landing pages, call-out extensions offer you more space for text, and structured snippets let you create headers and lists within your ad.

Set up tracking >> Conversion tracking allows you to understand how people are interacting with your ad. You’ll want to set up tracking for your website, so you’ll know how many clicks are leading to a booking. This will require you to set up a conversion action in Google Ads and then copy the tracking tag onto the page of your website associated with a completed conversion (i.e. a ‘Thank you for booking’ page).

Set up billing >> Before you can start advertising, you’ll need to set up billing. Automatic billing will be taken every 30 days, or when you reach your designated budget. You may also make manual payments as desired.

Google Ads is a powerful service with the potential to offer huge ROI—if you’re using it appropriately. Make sure you’re always analyzing the performance of campaigns and adjusting them as necessary. Good luck!

Google Ads 101: A Hotelier’s Guide to Advertising with Google (Part 1)

If you’ve done any marketing at all, you’ll have heard of Google Ads. The advertising service provided by Google is used by millions of businesses worldwide. Which makes sense. Google handles billions of search queries every day, so it’s a platform with the potential to reach any target market you desire. And as the tech giant owns multiple popular platforms, Google Ads gives you access to customers using YouTube, Gmail, and other sites in its network—of course advertisers want to be on it. But it’s not something you can just sign-up for and expect good results. While there’s potential to see huge ROI with the service, a mismanaged account can quickly drain your marketing budget. So, it needs to be used wisely. With that in mind, here’s a quick guide to the powerful service:

How does it work? 

Google Ads is a pay-per-click advertising service. Businesses bid on the search terms that they want their ads to appear for, and then pay each time a user clicks on it. For example, a bed and breakfast in San Francisco might bid on the phrase “accommodation in San Francisco” so their ad will appear at the top of those search results. If a user clicks on the ad, the B&B pays their bid amount, but if the ad isn’t clicked on, the B&B pays nothing.

There are different types of ads a business can create with Google Ads. Search ads are listings that appear in Google search results. Those are the most popular type of ads, but businesses can also choose to use display ads (banner advertisements that appear on Gmail and other websites within Google’s network), video-based ads (which appear on YouTube), and App Ads (which appear within Google applications).

How are ads ranked?

There’s a lot of competition on Google, and you certainly won’t be the only business bidding on your chosen keywords. Where your ad shows up in relation to other businesses bidding on the same search query is determined by your advertising rank. And your advertising rank is determined by both your maximum bid and quality score.

Your quality score is a value that expresses how optimized and relevant your ad is to the searcher. The click-through rate of the ad, the conversion rate of your landing page, and how specific the ad is in relation to the search query all factor into an ad’s quality score.

It’s important to note that because advertising rank is a function of both your bid value and quality score, you can improve your rank without continuing to throw money at it. Always work on optimizing your ads first, so you don’t end up with an unprofitable cost-per-click.

Should I be using it?

Google Ads is a powerful service for businesses. But like any marketing endeavor, you should assess your budget, availability, and the platform suitability to decide if it’s right for you. First, research the average cost-per-click for your industry. And, using your conversion rates, determine a rough estimate for your cost-per-conversion. Is this an acceptable number? If yes, you should next consider the time you’ll need to invest in managing your account. For Google Ads campaigns to be successful, you need to be regularly evaluating and adapting your bid maximums, search terms, ad types, and so on. If you don’t have an employee that can dedicate at least a couple of hours a week to this account, you may want to consider working with a consultant.

Google Ads is a robust marketing tool. If you’ve decided the service is right for you, read our next blog for a step-by-step guide to getting started.

5 Hospitality Trends to Look Out For in 2019

A new year is beginning, and it’s the perfect time to take stock of what’s working, what isn’t, and start making a plan for finding success and wowing customers in 2019. Need a change but lack inspiration? Here are a few hospitality trends that will dominate in the new year:

More Mobile

The transition to an all-mobile world continues. It seems like every year there are new steps hoteliers must take to stay mobile friendly. In the beginning, that just meant ensuring websites were optimized for mobile devices. Oh, how far we’ve come. Moving into 2019 and beyond, mobile will be an important part of all aspects of the guest experience. Many hotels will allow guests to make and manage bookings through hotel apps, check-in and out on their mobile devices, and access rooms with a mobile key. Rooms will be equipped with smart technology that allows lighting, temperature, and entertainment to be controlled via personal devices and room service orders and other requests will be made over text messaging. Mobile technology has found its way into every aspect of our lives, and that includes travel. So, consider ways to make your business more mobile friendly. This is a trend that isn’t going away.

Health and Well-Being

Moving into the new year, wellness tourism (travel with the intent to maintain or improve health) will be even bigger than it was in 2018. In fact, the industry is forecasted to reach $919 billion in revenue by 2022. With numbers like that, there’s good reason to incorporate health and wellness into your hospitality business. And there are a variety of options for accomplishing this: from installing fitness centers, health spas or saunas, to hosting retreats and serving healthy food options. If you don’t have the necessary facilities on-site, consider partnering with a local business. You could provide a health and wellness package that includes passes to a nearby studio.

Social, Social, Social

This will likely come as no surprise, but social media will continue to play a significant role in 2019. This year we will see a shift towards more ephemeral content, with live-streaming and social media stories gaining momentum across many popular platforms. And behind the scenes, social listening will become a more prevalent marketing practice—allowing businesses to monitor online chatter about their brand for more effective lead generation and reputation management.

Cool Tech

The futuristic tech that we’ve blogged about in the past will begin to gain traction in the hospitality industry this year. It’s predicted that chatbots will be involved in more than 85% of customer service interactions by the year 2020—which isn’t surprising. AI can provide 24/7 service while significantly reducing cost. And there is little customer resistance as consumers adjust to the use of chatbots and other digital assistants in all aspects of their lives.

Though still in its infancy, the use of robots in hospitality will also continue to climb this year. What began as an exciting novelty, has become an essential piece of the customer service puzzle in a few larger hotels across North America and Asia. Like chatbots, they have the potential to maximize service while reducing staffing costs.

Other tech trends to look out for this year include the use of biometrics and virtual reality.

Adults-only

While many hotels invest in amenities that cater to the whole family, there is a growing subset of properties doing just the opposite. Adults-only properties (all guests must be 16 years or older to stay) are seeing an upswing in popularity recently that will likely continue into the new year. As more and more adults seek out the tranquility of a kid-free holiday, middle and budget properties are participating in what used to be the exclusive territory of luxury resorts in the Caribbean.

The hospitality industry is always evolving. It’s important to stay abreast of changes in design, operations, and technology, so you don’t get left behind. Keep these current and emerging trends in mind when looking to make changes this year.

Making the Switch: Changing Your Hotel’s PMS Is Easier Than You Think

Ten years ago the thought of changing a property management system (PMS) was a very scary one for lodging operators. Working with on-property, server-based systems made changing hotel technology a complicated and expensive undertaking that was significantly disruptive to daily operations. Without the resources required to upgrade, many properties found themselves stuck with outdated systems that held business back.

The advent of cloud technology helped overcome major obstacles to switching core hotel systems, significantly reducing the cost of investment—in both expenditure and time. Offering pay-as-you-go pricing, intuitive user interfaces, free and seamless updates, professional data security, and compatibility with other hotel technology, cloud PMS make switching faster, affordable and far less disruptive to daily operations today than ever before.

And it’s just as well; as the hospitality industry becomes increasingly reliant on technological innovation to stay relevant and competitive, a smooth changeover is key.

Step 1: Make the Decision to Switch

There are many reasons why you might consider changing your PMS. Perhaps your current system is outdated and incompatible with more recent technology implemented at your property. Or maybe it lacks the flexibility you need to do things the way you want. New management coming on board might want to replace the current system just because they are more familiar with another. Or your PMS vendor may have been acquired by another company, or gone out of business.

Remnant fears or concerns over changing systems—mainly to do with cost and service disruption—still hold some businesses back from making a switch, but in the current hospitality technology climate this frame of mind does more harm than good. As the control center of your business, your PMS needs to be in top form to maximize productivity and profitability.

Step 2: Choose the Best Fit for Your Business

Hotel technology is in an exciting phase, continually evolving and innovating to enhance efficiency and the guest experience. To stay competitive, it’s important to find a PMS that meets your property’s current needs and future plans.

This means partnering with a vendor that listens and responds to the needs of its clients, and demonstrates ongoing improvement and innovation of its solutions. Consider following vendors’ blogs and subscribing to their newsletters to get an idea of ongoing product development.

Along with innovation, you’ll want to make sure your new PMS has staying power. An established, tried-and-tested solution with a solid customer base speaks volumes to longevity and reliability. How long has the vendor been in business? When was the system launched? Does their customer base continue to grow?

Do your research to ensure your new PMS will provide the functionality that you need now, and the flexibility to accommodate the way you might do business in the future. Book some free demos to assess how you would conduct daily tasks, how the system will improve productivity at your property, and how it can grow with your business. A guided demo should give you a good idea of how well the software will meet your requirements, from managing rates and reservations to running reports that generate the information you need.

Read our post on essential features to expect from today’s cloud PMS solutions for further guidance on specific functionality you should look for, such as interactive calendars, commission-free direct online bookings, automated guest communications, mobile accessibility, and more.

WebRezPro PMS’ Interactive Availability Calendar makes managing reservations easy

Look for a vendor that has existing partnerships with other reputable hotel technology providers, including online distribution channels, payment gateways, POS and CRM solutions, etc. If the vendor does not already offer integration with technology that you would like to connect to your PMS, find out if an interface is possible. Established cloud PMS providers are always developing new relationships with other hospitality solutions.

It’s also important to check software reviews for solutions you are considering. Pay particular attention to what other lodging operators say about the system’s customer support. Occasional bugs can happen in even the best systems, especially in ones that are continually innovating and improving. What matters most is how the technical support team handles such issues as they come up. Whether your property is big or small, your PMS vendor should always be there for you when you need them.

Step 3: Make the Switch

Your new PMS vendor should work with you to make the transition to their system from your old system as smooth as possible.

For example, when properties switch to WebRezPro PMS, we guide and streamline the process by offering: 

  • The ability to import guest profiles and future reservations from your old PMS.
  • A dedicated launch assistant to guide you through the changeover, every step of the way.
  • Commitment to a going-live date that works with your property’s timeline. Depending on the complexity of hotel operations, you can be fully up and running within a few days.
  • Ongoing customer support at no extra cost.

While switching core hotel systems is much less of an ordeal now than a few years ago, it still pays to plan ahead and be aware of issues that can arise during the changeover period. Switching systems is a much smoother process when you are well prepared.

From choosing a changeover date that will be least disruptive to your operations, to thinking about how to process in-house guests staying through on cut-over day, you’ll need a well thought-out action plan. If you’re in need of some direction, check out our guide to changing your property management system, which includes a handy checklist that covers step-by-step action points for before, on and after cut-over day.

If, for whatever reason, your current PMS is no longer meeting the needs of your property, don’t let unwarranted fears and concerns prevent you from upgrading to a new solution that will increase your property’s productivity and profits. If you would like to learn more about WebRezProPMS, contact us for a free, no-obligation demo.

Harbor Hotel Provincetown

Located in Provincetown, Massachusetts, in the heart of Cape Cod, the Harbor Hotel Provincetown offers 129 guest rooms include 10 super spacious suites. Amenities include free WiFi, onsite dining, some pet-friendly rooms, a swimming pool, a fire pit and a seasonal cabana bar. The Harbor Hotel Provincetown has just started using our cloud-based WebRezPro Property Management System to help with their operations. Visit their website to see how they’re using WebRezPro to accept online bookings!

Everyone Is On Mobile. Why Aren’t You?

What you need to know about adopting a guest messaging platform for your hotel.

***Guest post from Whistle, a WebRezPro partner***

Hotels are in a bit of a technological limbo. We are one of the few industries that still use FAX machines while providing guests with cutting-edge technology like digital keys. In the end, the decision to innovate comes down to the benefits a new service brings to the hotel—the direct impact on guest experience, not how shiny or expensive the new software is. So, what do you, as a hotel, need to consider when bringing on a guest messaging platform?

Your Guests

When guests look for hotels, they’re trying to find the best experience; how far they will be from their destination, what amenities are offered, and more. Guests often need to speak with hotel agents for specific information, but don’t always have the time to wait on hold or dig through your website. Guest Messaging Platforms give guests the ability to send a quick message to your staff, while allowing them to go about their day. The best part is that they don’t have to download another mobile app, they continue messaging your hotel the same way they already message friends and family.

Problem resolution or service recovery is also much simpler with messaging; survey metrics will rise considerably after you start using a messaging system in your hotel. Often, the primary challenge is not the actual resolution of an issue, but rather, those who score your hotel low tend to not report the problems in the first place. With a messaging service in place, it is easy to proactively identify and address any service concerns or guest dissatisfaction, resulting in a positive impact on your scores and loyalty.

Your Staff

Your staff will find that they are able to work more efficiently with messaging services in place. Prior to your guests’ arrival, your team will more accurately plan around given arrival times, work out any logistical barriers, and satisfy any pre-check-in requests, ensuring your guests start their stay on the right note.

Complaints are easier and less stressful to manage now. Your team will have more time to find solutions, and better solutions mean happier guests. Your staff will thank you for having no more angry patrons yelling in the lobby!

Your Revenue

Messaging services will help your team build relationships with your guests and generate more ancillary revenue. By proactively ensuring guest satisfaction, your team will increase the likelihood of guests returning. Your hotel will be presented with more opportunities to keep your current guests happy—and it’s cheaper to keep them happy!

Choosing a Service

What do you need from a messaging service? We suggest reviewing the following:

Price – Fees vary between guest messaging platforms. Look for companies that fit your budget, and watch out for setup/installation costs and hidden fees.

Features – No two guest messaging platforms are the same; find the feature set that matches your needs. Some common questions to ask the provider are:

  • Do you charge for user accounts? 
  • Is there a way to automate messaging?
  • Can we communicate with international travelers?
  • Which third-party systems do you integrate with? 
  • Do you offer a way to verify and collect messaging consent? 
  • Do you offer product training? 
  • What type of analytics or reporting is offered? 

 

Impact – It is very important to find a platform with a proven track record. Ask for case studies, testimonials, references, and online ratings. Make sure your guest messaging platform will yield the highest return in value.

“An overwhelming success for our hotel… we couldn’t be happier.”

“The WebRezPro/Whistle Integration has been an overwhelming success for our hotel.  Beginning within minutes after the customer makes a reservation they receive ‘immediate gratification’ with a welcome SMS message to let them know their reservation is complete.  This helps us quickly establish a direct and personal line of communication with our customers so that we can easily assist them with any of their travel plans. 

As a small, boutique hotel our front desk offers limited hours of availability and now we can clearly communicate reminders about check-in times and guests can easily alert us when/if they plan to arrive beyond our normally scheduled times which allows us to easily alter our schedules accordingly. 

Once a guest checks-in, Whistle quickly delivers answers to commonly asked questions such as Wi-Fi code, etc.  From time to time as information changes we can easily update our canned messages in Whistle without any expensive printing costs or communication delays.  Really, I just can’t say enough about the WebRezPro/Whistle Integration, we couldn’t be happier.”

— Topher Swanson, Co-Owner, The Fred

Whistle

Whistle is the number-one rated Guest Messaging platform. With over 85% of travelers carrying their smartphone, Whistle allows hotels and guests to communicate via SMS Text Messaging and Mobile Messaging pre-, during, and post-stay. Whistle enhances customer service through real-time guest engagement, helping boost service scores while streamlining internal communication and operations through team messaging.

For more information, please visit: www.TryWhistle.com

Castle Accommodation

Castle Accommodation offers great places to stay at Castle Mountain Resort, just 45 km southwest of Pincher Creek, Alberta. A variety of accommodation types are offered, ranging from hotel rooms to hostel beds to on-hill cabins, there is something to suit everyone. Castle Accommodation has just started using our cloud-based WebRezPro Property Management System to help with their rentals. Visit their website to see how they’re using WebRezPro to accept online bookings!