If your customers aren’t talking about you, online or offline, it surely counts as a problem. Reviews act as one of the highly significant sources of information by allowing the guests to read them and then make their decisions. Hence it is important for every business, a company or hotel, to think of the ways in which they can generate more quality reviews in order to convert visitors into customers. It is true that 88% of the customers trust online reviews as much as a personal recommendation.
One of the fastest growing online travel portals, Expedia is an American travel booking website that is at the forefront of virtual booking agencies Owned by Expedia Group, Expedia.com & Hotels.com allow the guests to leave a review. A 2018 worldwide revenue distribution shows Expedia on the second position with a 32% share right after Booking.com (41%).
So one has to constantly persevere in order to keep the Expedia feedback flowing.
So once you have registered your business on Expedia and started responding to the reviews on it, it is time to look for ways in which you can increase these reviews and improve your score further.
Verified Reviews vs Non-Verified Reviews
Why This Distinction?
With sites like Expedia and Booking.com, the write-a-review link is only sent to guests who have actually stayed at the property and not available to anyone. Usually, most of these OTAs send out a post-stay reminder email to encourage guests to leave a review, so they are Verified Reviews.
So, Let’s Look at the Guest Journey:
3. The Stay (Core: cleanliness, suitable amenities, warm service + delights)
4. Check out
The right set of reminders as well as the reminder at the checkout
That being said, here are a few highly proven steps under each of the framework categories (see the table above) that will help you get more Expedia Reviews:
1. Provide a Great Guest Experience
Text messaging will play an important role here at every touchpoint for the seamless guest experience. Especially, a text message post-check-out will not only make the customer happy but at the same time, will remind them about reviewing their experience with you.
2. Ask For Feedback
Again, there are various ways of asking feedback from the customers:
On the other hand, even if text messaging takes precedence over emails, you can still continue to make your email game stronger by carrying it on side-by-side and sending a quick, short email asking for customer feedback to generate more reviews. Remember that in your emails:
-You sound professional
-Thank the customer for choosing your property,
-Let the customer know that you read and value all their feedback,
-Provide a direct link for the visitors where-in they can leave a review.
While a good guest experience and the resultant review can be aided by giving constant reminders, you can also reduce the negative reviews to a great extent by engaging in a conversation with your guests prior to their leaving a review on Expedia, especially in the case of a negative experience. If the experience is a positive one, you can express your gratitude and politely remind them about clicking on the link they will receive from Expedia to post their review.
On the other hand, if the experience is a negative one, you can play your own part in pacifying the customers and coming across as responsive as possible to earn back their trust. It is highly likely that the customers would not want to waste their time writing or talking about the grievances once again on a review platform, especially if they’ve already discussed them at length with you.
Hotel Manager: Hello, Miss Smith! How was everything?
Ms. Smith: Oh! It was great,
Manager: Glad to hear that and oh, you will receive an email from Expedia. Please take a moment to review us, we’d appreciate it.
Ms. Smith: Sure! I will.
Alternately, in case of a negative experience:
Manager: Hello, Miss Smith! How was everything?
Ms. Smith: It was okay!
Manager: We are sorry to hear that. But is there something you think we could do to improve? If so we will be sending feedback please do let us know, it goes to our management so we will make sure it gets taken care of, Once again our sincere apologies.
The biggest problem with most of the guests is that even when they are interested in leaving a review, they keep it on hold and forget about getting back to it later on due to other preoccupations. Hence, the task is to make the process easier for guests by leaving visual reminders like flyers or posters here and there, reminding the guests to post a review.
One of the things about Expedia is that only the verified users can leave a review by clicking on the review link that they will receive from Expedia itself. Hence, keeping this in mind, make it easy for your guests to access that link and send effective reminders regarding the review posting.
An effective and technology-driven end-to-end solution will be the most effective in helping you with your reputation management which, in turn, will help you increase your Expedia reviews. Again, a review generation tool will help streamline the entire review process. It is also one of the most effective means of a reminder to the guests and also presents them with an easy process of review-writing where they just have to click and leave their review. In short, an easy, time-saving and simple technique of review-writing
Following the above steps with diligence and dedication will surely work wonders and aid in increasing Expedia reviews for your hotel or business. Acquiring a healthy influx of positive reviews will increase visibility and engagement and this, in turn, will help to gain more bookings and increased revenue. Obviously, you can also opt for an automated solution or review generation wizard to strengthen the process even further.