Hospitality Trendz

ONE TAP FOR A GREAT REVIEW By NAJOOK PANDYA INNOVATIONS H onestly, isn’t it really too late to get feedback once the guests have checked out of your hotel? Sure, it can help you scrutinize the weak points, but it may come at the price of an underwhelming online review of your property. No business person is unaware of the importance of reviews. Once online, they are just a click away from potential guests, and even the slightest whiff of negativity can carry a stench. Your property’s reputation now has a multitude of flag-bearers that can make it or break it. These “frenemies” that heavily impact about 95 percent of travelers’ decisions include your website, OTAs, Google Reviews, and various social media platforms. There is a good reason why reviews are so wildly popular: giving stars with optional text is much easier than completing a long survey. But a new platform, Fetch, is now bridging the gap by simplifying the feedback process: guests respond with a single tap, directly inside the email survey And that’s not even the best part. Fetch goes one step further by measuring your guests’ satisfaction during their stay. Having the ability to respond to feedback while the guest is still under your roof can score your property some brownie points that convert to great reviews on TripAdvisor and your Facebook page. Founder Russell Silver tells hT , “Fetch was born after experiencing the problem firsthand as a frustrated guest. I stayed at a well respected hotel, and despite my best efforts there was no effective way to communicate to the property that I wasn’t enjoying my stay. When phone lines were busy and the front desk was lined-up, I ended up having a terrible experience, unbeknownst to the staff. I know two things for certain: I will never go back to that hotel, and my TripAdvisor review is likely to encourage others to do the same.” He further recalls, “To top it all off, I was sent a typical post-checkout survey after I had departed, asking me to answer 30-plus questions. I knew I never answered these, and research proved Russell Silver is the founder of Fetch. 78 \ HOSPITALITY TRENDZ \ SEP TEMBER-OCTOBER 2017

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