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Daniel Hobden
I am the property operations manager of iStay Serviced Apartments in the United Kingdom. I have just over 4 years experience currently in managing serviced apartment portfolios between 30-60 apartments and it's staff.
I would highly recommend contacting your guests on departure, offering them a discount on a future booking if they can give you some feedback on your property before reviewing you publicly. This leaves you with two scenarios:
1. The guest is happy with their stay and you kindly ask them to leave you a review on Booking.com. For this, you will give them a 5-10% discount up to the value of 'x' off of their next stay with you. This allows you to encourage a future booking from the client and you ensure you receive a good review (You must be aware this does eat into your profit margin as a strategy)
2. The guest is not happy with their stay and had some issues. You offer them a 10% discount on a future booking up to the value of 'x' as an apology for any shortcomings and try to reconcile the guest by letting them know you'll work extremely hard to provide an excellent experience on their next booking. You may find doing this that the guest will not review you harshly or at least give you an excellent staff rating. You once again encourage the guest to stay at your property a second time.
It's worth noting that giving a further 5-10% off a booking.com booking will hurt your profit margins. Sometimes you do just have to suck this up when you want to quickly create an effective campaign in reviews and damage control. At the very least you will not be losing money by doing this as having the rooms full should at least cover your running costs for the day.
What are you offering in a partnership?
I would highly recommend contacting your guests on departure, offering them a discount on a future booking if they can give you some feedback on your property before reviewing you publicly. This leaves you with two scenarios:
1. The guest is happy with their stay and you kindly ask them to leave you a review on Booking.com. For this, you will give them a 5-10% discount up to the value of 'x' off of their next stay with you. This allows you to encourage a future booking from the client and you ensure you receive a good review (You must be aware this does eat into your profit margin as a strategy)
2. The guest is not happy with their stay and had some issues. You offer them a 10% discount on a future booking up to the value of 'x' as an apology for any shortcomings and try to reconcile the guest by letting them know you'll work extremely hard to provide an excellent experience on their next booking. You may find doing this that the guest will not review you harshly or at least give you an excellent staff rating. You once again encourage the guest to stay at your property a second time.
It's worth noting that giving a further 5-10% off a booking.com booking will hurt your profit margins. Sometimes you do just have to suck this up when you want to quickly create an effective campaign in reviews and damage control. At the very least you will not be losing money by doing this as having the rooms full should at least cover your running costs for the day.