Reviews and Reputation Management System
Real Space has comprehensive features for Reviews & Reputation management that adds to the entire All in One Hotel Management Software. The Reviews module can also be used as standalone feature, as it covers all the important areas required for a hotel to be successful.
Here are the essential features of a good review & reputation management system:
Real Space accumulates reviews from all major OTA channels in a simple / easy to use user interface and provides real-time notifications / alerts for these reviews.
Real Space provides an overall summary metric of reviews from all OTAs into a standard / simple metric. It also allows you to provide additional weightage to any OTA for the combined metric, which can help the property focus their attention on any OTAs. These metrics can be aggregrated for any time period (week, month, year).
The reviews collected by Real Space are taken from major OTAs are all based on API connectivity, and hence are reliable, current and accurate and Real Space does not rely on any scraping methods to collect / aggregate reviews.
Real Space uses AI to summarize the reviews sentiment for a given time period, which can help hotel owner understand the feedback from customers in a quick / succinct manner.
Real Space provides a simple and easy way to reply to reviews for major OTAs from within the Real Space user interface. This helps post the replies in real-time to the OTAs.
Real Space integrates the reviews for all guests into a common database and tags it to guests stayed in the property, as measured by the Property Management System. This helps keep a single overall view of the customer, and track their feedback from multiple stays or multiple touch-points of the property.
Reviews & ratings are the most unbiases way for any hotel to keep a pulse on their services and what genuine feedback the guests are giving for any particular hotel / vacation rental.
Any hotel owner should closely monitor all reviews for the hotel, specifically keeping their eyes and ears open for negative reviews. Each negative review should be analyzed in detail, and should ensure that corrective measures are taken to correct the gaps in the service delivery.
Moreover, the guest reviews and ratings system should be measured, analyzed, and tracked in a very transparent manner with the staff of the hotel. Setting specific targets that are combined with rewards and penalties, can help the staff of the hotel also focus their attention on getting more positive reviews.
Reviews are the single most useful tool available for any new guests to understand the quality and service for a hotel. Good reviews are a great sales & marketing tool as they help a property sell itself, without having to spend high marketing spends on the property.