Five stars on Google – the hospitality industry’s new holy grail
People check into hotels these days with high expectations. Whether their stay is for business or pleasure, guests want to be able to control their room’s temperature, lighting, and curtains, create a variety of ambiences, and summon services, all with the convenience of a personal device or in-room tablet. Put another way, they are seeking comfort and contentment via a frictionless digital experience. And no matter what their experience is, they are likely to tell the world about it on social media, which can have a huge impact on a hotel’s business. Hoteliers are paying attention – and for good reason. Studies show that issues with guest rooms represent 42% of all hotel complaints and decrease loyalty by more than 11%. On the other hand, if a hotel can increase its review scores by just one point on a five-point scale, it can raise prices by 11.2% and still maintain the same occupancy or market share. Hotel operators know that earning five stars on Google can have as positive an i...
