To have a well-versed and competent staff contributes significantly to a company’s success. Gruppo La Meridiana boasts long experience in outsourcing services, management and personnel administration. The purpose of our work is the growth of your business and your customer satisfaction.

One of the main factors influencing the choice of a hotel by the customer is the reading of the reviews about your tourist accommodation. Many of the comments made by hotel guests come from their experience about your services and the work of your staff. Often, one can’t underestimate the importance of the replies to the clients’ views. So, we will focus on a few key issues about reviews.

Conversation: a guest who spends his time writing just two lines about your hotel, he deserves your attention. Even if there are no questions in the reviews, you must to thank everybody for the words spoken. You must send out signals to accept gladly compliments and the criticisms. Don’t let your customers to talk alone!

Reply: the concept of “reply” includes many points we must consider. First of all, you shouldn’t ignore positive reviews and consider the negative ones only. To give feedback means to show an interest to users, but above all to your work. The level of detail creates a sense of security and this is important to attract people who will pay money for your services. An innkeeper must always to keep in mind that relationships with customers are central to his business. So, try to have a moment to devote to reviews.

Clarity: with the aim of to respond to all types of network requests, many structures shall use an automatic message system. This is an error, because a customer cannot be content with general considerations. In addition, a careful reader will be immediately able to understand your M.O. and to draw conclusions. Honesty and clarity are an excellent marketing strategy and the statistics about reviews prove it.

Language: every user must receive a reply written in the same language as his review: this certainly is a professional and positive attitude. Foreign customers shall have the right to speak and to understand. Moreover, there must be no grammatical errors in your texts. Visual impact is very important in a written conversation. Your three, four or five-star cannot afford this downgrade. Grammatical errors may cause distraction to the reader from the concept that you are expressing.

Problems: a bad review poses a problem for you, but at the same time it means that the guest had a problem with your hotel. To ignore a review containing inconvenience alerts or negative opinions seriously wrong with your business. Give always full and cogent answers, show yourselves sad about problems and ready to do something about them! Just open to criticism and be always nice! Reading reviews it is a profitable activity, for you too. It is a monitoring method for the business trend: an alternative but equally effective approach.

It is worth remembering that “reviews” are all the user activities online. This means that all internet channels, by which your hotel may be reserved, must to be monitored. The corporate website, the blog, social network account or personal accounts in a booking website: you should write back everywhere and in the same way.

According to a poll among Tripadvisor users, the 77% of potential guest read reviews before booking a hotel room. The 87 % of respondents considers the possibility of a hotel booking only if the structure replies to negative opinions. The 70% does not take into account a stay in hotels, which give bad or confused replies to customers. The 62% thinks that a hotel, which responds to all the negative or positive comments, is the best. These numbers speak for themselves. Replies to user opinions should become a hotel service.

The Cooperative Gruppo La Meridiana considers every detail or possibility about business growth: staff training, support, consultancy and more. We offer top performance, result of professionalism and competences acquired through a constant effort to achieve success.