That’s where the right tools come in. By organizing and analyzing guest feedback, you can transform it into actionable insights that elevate your operations, marketing, and relationships with homeowners. In this blog, we’ll break down how the best-in-class managers use guest feedback to drive meaningful improvements.
1. Catch Issues Early
Sometimes, the smallest complaints —like slow Wi-Fi, missing remote batteries, or confusing check-in instructions— can have a big impact on the guest stay. The best managers often communicate with their guests during their stay, using this opportunity to catch issues early and fix them before they escalate. Doing so shows you care about your guests, and provides the opportunity to turn mediocre 4-star into glowing 5-star reviews.
2. Leverage Strengths for Marketing Purposes
Guest feedback isn't just about fixing problems; it's also about celebrating what you're doing well. Whether it's breathtaking ocean views, helpful communication, or a stellar location, 5-star reviews are your best marketing tool.
With the right process, managers can tag and filter their 5-star reviews based on topics, and easily identify patterns. Then, they put those patterns to use; updating their company and property descriptions, and showcasing their best reviews directly on their website. Leveraging social proof ensures you stand out in a competitive market, and fosters trust with potential guests.
3. Identify Brand Weaknesses to Prioritize and Improve
Frequent complaints can highlight areas that need improvement. Building a tight feedback loop between your guest feedback and your product is critical to winning in your market.
What are the consistent topics and features that appear in your 3 and 4-star reviews? Use customer feedback patterns to answer these questions and identify specific areas of improvement. Then, adjust your business priorities accordingly and allocate resources to address your weaknesses. Whether it's outdated amenities or inconsistent cleanliness, addressing these issues ultimately elevates the quality of your management services.
4. Win Over Homeowner Clients
Sometimes, guest feedback is the key to convincing homeowners to make necessary upgrades. When reviews consistently call out uncomfortable furniture or a lack of kitchen supplies, you can use this data to make a strong case for improvements that benefit everyone.
Leveraging feedback patterns at their specific property makes those difficult homeowner conversations easier, and often leads to stronger homeowner rapport, higher ADRs, and better guest experiences.
5. Use Feedback to Improve Team Performance
Guest feedback isn't just about your properties; it's also about your team. By tying reviews to specific properties or staff members, you can recognize employees who consistently deliver great service, and pinpoint areas where additional training might be needed.
For instance, if guests regularly praise a property's cleanliness, you can match specific cleaners with reservations and recognize their efforts. On the flip side, mapping property care teams with guest reviews can reveal consistent low performing staff, and pinpoint areas where team members might need additional support or training.
