Many of us find it difficult to make a decision among limitless options. Take streaming services, for example. The endless movies and TV shows and the idea that there’s always something better out there make it difficult to confidently choose something to watch. Countless online hotel booking options have the same effect, so as a hotelier, you must ensure your property not only stands out but gives guests the confidence to make a booking. Here’s how.

Why Credibility is Important

Customers want to feel confident and secure when they spend their hard-earned money, especially online, where scam sites can look incredibly legitimate. Today’s savvy consumers also want to spend money on brands that reflect their values. Whether large or small, lodging operations must demonstrate credibility to earn their guest’s trust and continued loyalty. Otherwise, customers will simply go elsewhere.

How to Earn & Portray Credibility

Cultivate Good Reviews

Invite satisfied guests to leave reviews on your favorite review and OTA sites, and share positive feedback on your hotel website and social media accounts. Consumers trust user-generated content (UGC) over marketing campaigns because it’s viewed as more authentic than company-produced content, which can be seen as contrived.

The more positive reviews your property has, the more credibility it will earn. But don’t rely on reviews alone. While large quantities of good reviews help show that real guests corroborate what you advertise, there’s also no regulation or standard to how guests judge and rate your hotel. 

Focus on Customer Service and Communication

Appropriately engaging with and acting on reviews also earns credibility with your guests and website visitors because your responses show professionalism and next-level care. Whether you are a mid-level or luxury property, attentiveness to your guests’ needs will always stand out to your customers. 

Use guest profiles to remember repeat guests and record guest preferences so you can proactively cater to their needs. Ensure to touch base with every guest by automating routine communications like booking confirmations that are personalized based on reservation information. 

While a clean property, nice decor, and luxury amenities are wonderful, the friendliness and helpfulness of your staff will ultimately determine whether they will rebook. People remember how you made them feel, so focus on great customer service and guest communications to ensure your guests feel cared for. 

Develop Partnerships and Collaborations

Partnering with other companies emphasizes your legitimacy and allows you to diversify your services and tap into new customer demographics. When other companies use their platform to promote your brand, it strengthens your credibility as new customers will be inclined to trust you if they already trust your business partners.

Employ Modern Technology

Incorporate current technology into your day-to-day operations to increase efficiency and deliver next-level service to your guests, strengthening your hotel’s credibility and long-term success. 

A modern, user-friendly online booking engine for your property’s website is especially important. It not only provides convenience to your guests, it enables your business to drive more direct revenue! Choose a secure online booking engine that offers a streamlined booking process and is customized to your property’s branding to win your customers’ trust and bookings.

Self-check-in/out applications, digital keys, and automated guest messaging platforms also empower you to provide seamless guest service and set a new standard for best customer service practices.

Wireless EMV card readers have become the standard in credit card security and can be carried around by staff so guests don’t have to line up at the front desk. A property management system (PMS) with electronic signature capturing capability allows guests to sign receipts and other documents on a tablet screen, making check-in faster and more environmentally friendly by reducing paper waste (and costs!).

Behind the scenes, modern hotel housekeeping software integrates with the front office to display room status and occupancy in real time, streamlining internal communications to expedite guest check-ins. WebRezPro’s housekeeping report includes cleaning checklists and allows staff to add special notes and maintenance alarms to individual units to ensure high standards of cleanliness and safety.

Hoteliers can take advantage of automated revenue management systems (RMS) that automatically analyze your rate, availability and occupancy data, competitor rates, and market data to determine your property’s optimal pricing to secure bookings.

Deliver on Your Promises

With so many properties claiming they’re the “best hotel” or that they have the “best spa,” the term “best” loses its significance. If you want customers to understand that you offer the best value for their money, you must be specific in detailing your stay experience and amenities. Promote the innovative technology that grants your guests elevated service and luxury.

A brand must deliver on its promises to demonstrate credibility and earn satisfied, loyal guests. Highlight the local artisan who made the unique soaps in your spa and guest rooms. Advertise your hotel’s pillow menu, super-soft linens, and high-end mattresses for rejuvenating sleep. Attention to detail sets you apart from the competition, attracts guests, and proves your credibility.

Be Consistent in Your Branding

The way you present your business online is key to inspiring confidence in your customers. A slow, difficult-to-navigate website, a non-existent social media presence, or inconsistent brand logos, colors, and information will turn prospective guests away. 

The first interaction guests have with your property is often online through your website, social media pages, or OTA sites. Consumers view your hotel’s online presence as a reflection of your in-person experience, so ensuring consistent, quality representation online is key to building credibility. Strengthen your hotel’s online curb appeal by maintaining branding and accurate information across all your online channels to increase bookings. 

A mobile-friendly hotel website and booking engine will improve your website experience for visitors, most of whom use mobile devices.

Don’t Forget About Search Engine Optimization

Search Engine Optimization (SEO) is essential to your brand’s online visibility and credibility. Focusing on SEO strategies helps bring visitors to your website while guiding you to create an optimal online experience that turns lookers into bookers! As mentioned, your online presence is often your guests’ first impression of your hospitality, so make it a good one.

In an industry filled with endless “best” options, building credibility is crucial to earning satisfied, repeat guests. Supported by loyal customers, modern hotel tech solutions, and the right marketing strategies, hoteliers can rise above the competition to secure more bookings and increase revenue.