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Best practices for e-mailing your guests

A recent Nielsen study* confirms it: consumers around the world rely on online reviews. Seventy percent of survey respondents indicated they trust online consumer feedback more than branded websites, advertisements, or just about any other kind of endorsement. For that reason, asking past guests to write reviews is critical to continuing to pull in new guests.

A great way to ask your recent guests is to send a follow-up e-mail. However, attracting their attention – or even making it past the spam filters – can be difficult. Here are a few best practices for e-mailing your guests:

• Catch their attention right at the start: You only have a split second to entice them to open your e-mail. Make it relevant, personal and to the point.

• Choose your e-mail account wisely: Create an account with the property’s name or a familiar staff member so your guests will recognize whom the e-mail is from.

• Be direct, but polite: Let your guests know how much you appreciate their feedback and provide a direct link to your TripAdvisor listing. Visit your Management Center for a link that you can include in your e-mail.

Say thank you: Even if your guests do not write a review, an e-mail is a great way show your appreciation, build a lasting relationship and let them know you look forward to welcoming them back again soon.

• Avoid the dreaded spam filter: Keep exclamation points and all capital letters to a minimum. Spam filters will pick up on these formatting styles and your e-mail will go unnoticed.

Click here to discover how hoteliers have encouraged reviews and why you should ask your guests to write them.

* Source: Nielsen’s “Consumer Trust in Online, Social and Mobile Advertising Grows” 

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