In the dynamic world of short-term vacation rentals, learning what guests think is key. Be it via surveys or internet-based reviews, each type of response is vital to build and maintain the image and effectiveness of your rental. Though each has its unique role in informing how you do your property management, they’re both essential and in this article, we’ll explain why.
We did a little research and analysis to help you understand the subtleties of both guest surveys and online reviews, highlighting their importance and how to handle them – especially when you have vacation rental management software like Guesty to help you do it.
Do surveys really matter?
Guest surveys are questionnaires that your guests complete, typically after their stay, supplying detailed feedback on their experience. They are a proactive approach to property management, allowing you to gather specific information that you might not get in a public review.
Surveys can include a range of questions, from rating the cleanliness of the rental to the ease of check-in. The flexibility to ask targeted questions can uncover valuable insights into various aspects of your property and service.
The strength of guest surveys lies in their specificity and privacy. They give guests a way to provide detailed feedback without anyone but you seeing what they’ve written, which means they are more likely to be honest and upfront about what areas need improvement. This could be a goldmine for property managers!
What’s great about surveys is you can often use your vacation rental management software to send them out and manage the responses, so there’s no need for multiple platforms to manage it all.
Remember the value of guest reviews
Guest reviews are public assessments posted on platforms like TripAdvisor. These reviews are visible to potential guests and can significantly influence their booking decisions.
Reviews are the backbone of your public reputation. They’re often the first thing a potential guest checks before booking, and that makes them a powerful marketing tool. It’s crucial that you respond to both positive and negative reviews. It shows that you value guest feedback and are committed to improving. This can enhance your reputation and encourage more bookings.
Guesty has a number of review management options available to you, as well as integrations to make the process of responding easier.
Wondering which is better, surveys or reviews?
While both surveys and reviews provide valuable insights, they serve different purposes. Surveys are private, controlled, and can be tailored to collect specific information. Reviews, on the other hand, are public and provide unsolicited, organic feedback.
Together, surveys and reviews can offer a comprehensive view of your guests’ experiences. Surveys can help you identify and rectify specific issues, while reviews can bolster your public image and attract new guests.
Data from both sources can be valuable for continued improvement.
How to use the data you get from reviews and surveys
Both surveys and reviews offer direct feedback from guests, which is important for service improvement. They can highlight both strengths to build on and weaknesses to address, ensuring that your property continually evolves to meet guest expectations.
Additionally, positive reviews and survey outcomes can be powerful marketing tools. Showcasing positive guest experiences can attract new customers and build trust in your brand. Engaging with guests through surveys and responding to reviews is also a great way to build lasting relationships. It shows guests that their opinions are valued and can turn one-time visitors into loyal customers.
Use them to better your business
Both guest surveys and reviews are instrumental in gathering valuable feedback. When used effectively, in some of the ways we’ve outlined above, they can significantly enhance guest satisfaction and business performance. By integrating the review tools you have in your vacation rental management software into your property management strategy, you can ensure a continuous cycle of improvement and guest engagement, paving the way for a successful and thriving rental business.
Naama is a veteran writer and cross-continental explorer with 20+ years of experience in her field. Professionally, she has the opportunity to liaise with large property management software companies, lending her expertise to their marketing and blog teams. She loves traveling solo or with friends and staying in fabulous properties owned and operated by hospitality managers who understand amazing guest experiences.
