How to encourage guests to leave online reviews

To build a strong online reputation, you need a simple and consistent way to ask every departing guest for a review. Making this a standard part of your check-out process is the most effective way to gather the positive feedback that new customers rely on when choosing where to book. Don't be shy about asking; most happy guests are willing to share their experience if you make it easy for them.

When and How to Ask for a Review

Timing and method are everything. The goal is to ask when the positive experience is still fresh in their mind, without being intrusive. Here are the most effective approaches:

• The In-Person Mention: As guests are checking out, a friendly, low-pressure comment can work wonders. After settling the bill, simply say, "We really enjoyed having you stay with us. If you have a moment later, we'd be grateful for a review on Google." This plants the seed without putting them on the spot.
• The Follow-Up Email: This is the most powerful method. Send a short, personalised email within 24 hours of departure. Thank them for their custom and then politely ask for feedback. This gives them time and space to write a thoughtful review.
• Printed Materials: A small, professionally designed card in the room or handed over at check-out can be very effective. Include a clear call to action and a QR code that takes guests directly to your preferred review site.

Make it as Easy as Possible

The single biggest barrier to getting reviews is friction. If a guest has to search for your business and then figure out where to click, they'll likely give up. You must make it effortless.

1. Provide Direct Links: In your follow-up email, don't just say "Find us on TripAdvisor." Include a direct hyperlink that takes them straight to the 'Write a Review' page.
2. Focus on One Platform: While it's tempting to list every platform you're on, it can be overwhelming. It's better to prioritise one. For most hospitality businesses, your Google Business Profile or TripAdvisor page is the best place to start.
3. Use QR Codes: QR codes are perfect for printed materials. A guest can scan the code with their phone and be taken instantly to your review page.

Best Practices to Remember

Important: Never offer incentives, discounts, or rewards in exchange for reviews. Platforms like Google and TripAdvisor have strict policies against this, and your business could be penalised. The request must always be for honest, impartial feedback.

Keep your request short, personal, and friendly. Use their name and thank them specifically for choosing your business. If you can, automate the follow-up email through your booking system. This ensures that every guest is asked, every single time, creating a steady stream of valuable feedback that will help your business grow.