What Makes a Hotel Review Useful?
In running a small hotel operation, interactions with our guests, and meaningful guest reviews are primary ways we gain valuable information. Both are valuable tools for helping us meet our mission statement of exceeding guest expectations, with a spotless, reasonably priced, well-appointed room, and exceptional service.
We believe reviews are a helpful tool, and we are grateful for every guest review we receive, whether they are posted online, or a note left in the room. A review does not need to be positive to be useful. Honest, specific feedback helps us recognize what went well, and understand what needs improvement. Every review is read by our management staff and used to recognize staff members for work well done, determine where we need to train better, help us provide a better experience for future guests, and alert us when something needs our attention.
A helpful review includes context
Hoteliers typically want to give their guests the best experience possible. But not all hotels are created equal, ranging from luxury hotels to economy/budget hotels. Hotel guests enhance their chances of having an enjoyable stay by:
- Understanding the services and amenities offered before making a reservation.
- Giving staff an opportunity to address concerns during your stay.
Every guest deserves a clean, safe room and respectful service. Beyond those fundamentals, a helpful fair review also considers the hotel’s category, advertised amenities, location, building design, and price.
Specific Reviews Can Be Helpful:
The more specific a review can be, the more helpful it will be for the operator and other travelers. Some reviews are more helpful than others. The following examples show how specific reviews may be fairer and more informative in the way they are written:
Examples of more informative reviews
Instead of: The service was terrible.
A more informative review: We waited about 15 minutes at check-in. The front desk employee apologized and helped us check-in quickly once available.
Instead of: “Staff was great”
A more detailed review: “The front desk employee gave us great recommendations for local food within walking distance and directions to a beautiful local hike. As we were getting our bags out of the car, one of the housekeepers asked if we would like help carrying our luggage to our room”
Instead of: The room was too small.
A more helpful review would be: The room felt small for two adults with luggage, although it was clean and comfortable. Travelers needing more space may prefer a larger room type.
Instead of: “The hotel was awful because there was no restaurant.”
Perhaps: “This is a limited-service hotel without an onsite restaurant. Several dining options were available nearby, but travelers who want room service, or an onsite full service restaurant, may wish to confirm those amenities before booking.”
Instead of: “The room was dirty.”
More useful: “There was a hair in the bathtub when we arrived. We notified the front desk, and the issue was addressed within a few minutes.”
Whether a review is positive, negative, or mixed, fair and specific details help travelers make informed choices and help lodging operators provide a better guest experience.