How to Maximize Your B&B Star Rating
You may already know that online reviews are vital to the success of your bed and breakfast. But, did you know that star ratings may be even more important?
Why is this? It may be that star ratings are easily viewed and easily digested. Your prospective customers can tell at a glance if they want to stay at your property.
For example, if they see a lot of four and five-star reviews, they immediately trust you. Yet, if they see more three and four-star reviews, they might think twice about your B&B, or they might dive deeper into your text reviews.
Star ratings let your customers make quick decisions on your property. Because they’re so important to your business, let’s look at how to maximize your B&B star rating.
Create a Memorable Experience
The best and number one way to maximize your B&B star rating is to do everything in your power to make your guests’ stay a positive, memorable experience. (tweet this)
You have to give them a compelling reason to click all five stars.
It’s up to you to give your guests something to talk about. Go above and beyond to provide the best service, ambiance, rooms and food so your guests are so surprised they want to let the world know about it.
Take a long hard look at your property and your service. Do you offer a remarkable experience? Do you fulfill your guests’ expectations and then go on to exceed them?
Consider magical moments, unexpected service, and an attention to detail. If you can “pleasantly surprise” your guests, you maximize the chance they’ll leave you a positive star rating.
Hire and Train the Right People
Happy customers who rate your B&B with five stars start with happy employees.
You’ll find that the odds of getting more and better star ratings start in the hands of your employees. So, it’s up to you to not only hire the right staff but to train them in the finer details of customer service.
Recruit the best employees, not just warm bodies.
The most important thing you can do for your employees is to provide ongoing customer service training. Whether you do it yourself, or you bring someone in, the key is to create a culture of service.
Reward your employees and treat them well, and you’ll soon find this trickle down to your guests.
Ask for Reviews
It never hurts to ask for a review and five-star rating as long as you deserve it. (tweet this)
While many might find asking an uncomfortable process, it doesn’t have to be.
Train your staff so they know just the right time to do the asking. Think about the processes at your bed and breakfast. When would be the right time to ask your guests for a positive review.
You want to make sure your staff knows enough about the guest before soliciting the review. If your staff member isn’t thoroughly knowledgeable about the guest’s experience, it’s not a safe bet to ask for the review.
Make sure your guest is incredibly happy before considering asking that guest for a review.
On the flip side, there are times you might find yourself asking the guest who had a negative experience for a star rating.
This might happen if your staff went above and beyond to make things right for this guest. Because your staff excelled at fixing the problem, this guest might be overjoyed to leave you a positive review.
Know When to Do the Asking
When it comes to asking for the review, there is a right time to do it. Here are a few suggestions for maximizing your B&B star rating and getting the review:
- You can ask during the check-out process. This is a great time because your guest’s stay is still fresh in their mind. Have your staff ask during check out, and if the response is positive, invite the guest to leave a review on the review site of their choice.
- Another choice is posting a sign at your check out desk with options of review sites. This is a subtle reminder for guests each time they see it. If your staff is uncomfortable doing the asking, this is a nice compromise.
- A great choice to ask for the review is in your follow-up or thank you email. This makes it super easy for guests because you can include links to several review sites asking for a review.
- Another opportunity includes asking for the review when a guest stops by the desk to mention how much they enjoyed their stay. Train your staff so they know how to gently suggest a review if this happens.
- Include a message on your check out invoice or on a card attached to it. This is a great way to solicit a review because you can also include links on the card or invoice.
- Finally, watch your social media channels. If a guest mentions your bed and breakfast in a positive way, you can message them back and ask for a review.
Final Thoughts
According to one source, star rating is the number one factor used by consumers to judge a business.
This is why it pays to maximize your B&B star rating.
If your potential customers are looking for a lovely, comfortable property that provides a delicious breakfast, you can bet they’ll pass right over a two-star property.
It won’t matter to them that your three ratings are all two-stars because they were left by the competition or a guest that no one could please. In fact, they won’t even read them because the two-stars made them pass you over.
You want to do what you can to encourage your happy guests to rate your property, so you can overcome bad star ratings.
Your guests will choose your property based on your star ratings, and those ratings can affect your bottom line. Train your staff and create a culture of customer service and happy customers and watch your four and five-star ratings come in.
Maximizing your star rating is vital to the success of your B&B.
At Hotel Propeller, we build functional, beautiful websites that utilize your star ratings to help you stand out in the crowd. You’ll find everything you need to attract guests to your website and compel visitors to make a reservation. Take a look at our showcase and contact us today.
Images: Štefan Štefančík and Annie Spratt on Unsplash
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