Hotels Use SMS Messaging to Head Off Bad Reviews
Online travel and review sites are great for travellers. In fact, 81% of travellers find user reviews important when searching for destinations according to statisticbrain.com. They are good for hotels too, but they offer a double edged sword. User reviews are unfiltered – that is the travellers can say whatever they like both good and bad. And managing a bad review can be difficult (let’s not get into the hotel who tried to charge visitors who left bad reviews!). Once those words are out on the Internet, they’re out there forever.
And it’s hard to know how your guests feel. Not all unhappy people will complain during their stay. They wait until they leave, then rage about the decor, the service, the food, or the rates. What can hotels do to head off those bad reviews? Try and get to the travellers before they can get to the review site. A great way to do that is to use a customer survey via SMS messaging. And do it before there’s time for the bad review to spread.
Most guests probably provide you with a mobile number when booking. You could also ask for it when they check in. Once you have the number, you’re able to use it to communicate with them about their stay. Just be careful. Make sure you use the number just for messages related to their stay. You can’t later use it for marketing unless you get their permission first.
For example, a guest checks out at 11 am. You can send them a text message a few hours later asking them to rate their stay. If the answers you receive are anything less than great, you can follow up with appropriate measures to make things right.
Depending on their experience, a personal phone call from management might help smooth things over. At the very least, you’ll gain a better understanding of the issues the guest had during their stay. That’s information you’ll need if you’re going to strive for great reviews.
Is it hard to incorporate SMS messaging into your hotel’s procedures? No, it’s actually quite an easy thing to do. It’s also extremely cost effective, especially when you compare it to potential lost business from bad reviews. While you could do a full integration with your management software, it isn’t necessary to do so. A cloud-based SMS messaging service like fastsms lets you enter mobile numbers one at a time, or upload thousands at once. Which approach works for your hotel depends on what you want to achieve.
Manual entry is a quick way to start, and a full integration that will streamline the process can be done over time. It’s all up to you. If you’re not sure how to get started, we’re available via live chat, email, or phone to answer your questions. Alternatively read our free “Hotels Guide to SMS Messaging“.
“European travel agents don’t like it”. That’s a statement made by one of the gentleman at my table during the mCommerce Summit earlier this month. He is from Cruise America, a successful RV (camper) vacation rental company based in Arizona, but with 123 locations around the US. We were talking about his company and their online and mobile reservation options.
SMS messaging can be a one-way, or a two-way affair. Sending coupons, sale notifications, or event announcements are all one-way messaging. The recipient doesn’t need to reply in order to use the information sent. In two-way messaging though, recipients can reply to your messages. And that makes it much more interesting, engaging, and potentially a lot more work to manage.
SMS marketing has seen a huge uplift in popularity in recent years, with big brands investing in the technology to better engage with their customers. There are so many benefits of SMS marketing, from the ability to directly to reach customers with your communications, to the fact that over 80% of SMS texts are read. With over approximately 90% of the world receiving mobile coverage, you’re highly likely to be able to reach your audience, regardless of where they are. SMS marketing is cost effective, and campaigns are quick to develop, in as short a time period as the time it takes to write a text message. This gives you the advantage of being able to communicate quickly, and effectively with customers, reacting to information almost instantaneously. With so many reasons to use SMS marketing, we’ve highlighted four sectors successfully using SMS messaging as case studies to highlight the advantages of investing in the technology.
The campervan and caravan industry grew 16% this past year. Campsite and holiday park owners can connect with the thousands of new travellers using SMS messaging. After all, 76% of travellers prefer to take their mobile on holiday rather than a friend.
In Hotel Impossible, Anthony Melchiorri saves struggling hotels. It turns out some of the advice he gives them could make you a lot more money. It’s all about marketing and knowing where to get the best ROI. Read the blog to see if you’re spending in the right places.
The travel industry has made some inroads into using SMS messaging, but hasn’t yet taken real advantage of the potential of A2P messaging. Find out how it can be used to save time and provide the high-quality service today’s mobile travellers expect.
Your customers are likely thinking about food at certain times of the day, and at those times their phone is almost certainly within arms reach. Using SMS marketing you can time your messages perfectly because you know that the time you send them is the time they get read, usually within 2 minutes.
So many of us are used to having our mobiles around nearly 24 hours a day that it’s easy to forget it’s still a growing industry. And though SMS has been around for over two decades, the ways we use it and people’s willingness to use it continues to grow. So for this blog I picked out five facts about mobile and SMS that really make the case that SMS for business has come of age. Let’s see if you agree.