Customer reviews have a significant impact on your business. They are often the difference between whether or not you get a booking. As many of you are coming into the busy period and your business is at its best, now is the time to be proactive and source reviews. In this post we’ll explain the many ways to go about it.

During checkout or departure process – ask in person!

This is probably the most obvious, but in the rush of checkout is often forgotten. The very minimum you should do is verbally ask your customers for a review.  If you want to get more reviews then make it easy for your customers, give them the information they need to easily find you and leave a review. There are many review sites and apart the big OTAs like Expedia, and etc . You may like to consider TripAdvisor  Google my Business as your priorities or if you can invest in tools like ReviewPro to manage the process.

‘This room has a water view if you use your smart phone. There’s a video cam on the hotel roof.’

Sign at front desk in arrival or departure area

This may seem rather obvious, but a visual reminder may just be the trigger your customer needs to act. If they have a few spare minutes and you make it easy for them you are likely to get more reviews. Add all the information they need to add the review.  You could also add it to notice boards etc. Or even have it on the counter on a small card, made of recycled paper of course!

If you have the traditional “guest book” why not use these comments online? Just transfer them to your website, take a photo and upload to your social media channels.


Follow up emails

Don’t forget when you send your “Thanks for choosing us email” to add at the bottom “Why not leave us a review?” and make it simple add the links to the pages to leave reviews in your email.

Below is an example.

Hi (Insert customer name),

Thank you for choosing [your business]. I wanted to reach out personally and ask about your experience.

What was your experience like? (e.g. amazing, terrible, etc.)

We want to improve our experience and your feedback will help us accomplish that. If you’re willing and have a couple of spare minutes we’d love to hear from you.

Please share your review here [link]

Thank you

(Insert name)”

Most importantly – Thank customers for their feedback ALWAYS

If a customer takes the time to leave a review, make sure you take the time to respond. Make your responses personal and unique. If the reviews are not positive, remember not to take it personally, respond professionally, even if you don’t agree. If you need help in this area visit our Online reputation hub  In this hub you’ll find lots of articles, blogs and forum questions to help.

Learn how to improve your Tourism Business

The Business improvement and Online reputation management hubs offer tutorials, support articles, webinars and the ability for members to ask a question via our support forum

About fabienne

AvatarFabienne Wintle is Chief Digital Strategist and is an advocate for digital self-sufficiency, having empowered thousands of small businesses with the knowledge and tools required to make a living from tourism. Her special blend of digital know-how, tourism knowledge, coaching skills and a natural gift for communication make her a sought-after consultant, workshop facilitator and speaker.
She lives on Australia's Southern Great Barrier Reef in Agnes Water, Queensland where she volunteers her time to help local businesses use the internet.


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