How to get great reviews…

February 16, 2010 at 12:35 pm Leave a comment

“It became clear that reviews were our greatest opportunity for word of mouth advertising.”

Word of mouth has always been one of the most important ways to reach your audience, long before social media, the internet or any other form of advertising were conceived. People trust their friends, and a personal recommendation will almost always carry more weight than a flashy image and a punchy tagline.

One company who has recognised this and employed it to its full advantage is HKHotels, whose four New York hotels all appear in TripAdvisor’s top five rankings. Here are five inspiring quotes from an interview with Adele Gutman, the VP of Sales and Marketing for HKHotels:

  • Give up the notion that there is a shortcut. Just be the best hotel you can be every single day…The secret is to make guests feel they have found something so special they want to share it with the world.
  • It’s hard to hear bad comments, but we learn from our guests and grow better each day.
  • We each try to take a few minutes out of our day to see what people are saying and how we can participate in the conversation.
  • To inspire the enthusiasm to post a review, we needed everyone to be thrilled. We had hired the nicest, happiest people we could find, so it was up to us to lead, train and empower them.

And last but not least…

  • Treat every guest as though they were the most important travel writer in the world, because indeed they may very well be.

Read the full interview with Daniel Edward Craig at HotelMarketing.com

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Top B&B: Barnalick House, Adare, Ireland Where in the world is this?

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