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Yes agree wholeheartedly. The fine print is too far down the page and too fine. Whats the point of even having it? Its important information the guest needs to know, so why have it there? Some of the airline booking portals handle this quite well, as they have a button you can select where it brings up the terms and conditions of the fare really clearly in a dialogue box on top of the booking you are making. You cannot miss it, and to get out of it, you have to click that you have read the terms and conditions. I think something similar would be good here as well and applied to each room type or offer you are trying to book. No need to scroll anywhere to see this important information and no excuses for not reading them.
Yes - that's true, its called a central tendency bias- people on rating scales like this are reluctant to vote at one extreme or another, rather tending to select a score closer to the centre where it feels more comfortable- less committed than either a 1 or a 10.
Our experience has been similar to many I am reading here, We have a rating of 9.3 at present and we use the ratings as KPIs for our team to help motivate all of us towards getting a 9.4. This is going to be tricky now, as reading through the last batch of reviews we got 10s for everything, then a 9, then an 8 and 7 on one of the overall scored. The comments don't indicate any issues that would account for the discrepancy. The feedback I have from our local person is that they were responding to feedback from us, saying the scoring wasn't covering all the possible experiences so we needed to separate out an overall score to represent the other experiences. Well that's fine and dandy if you actually know what is driving the lower overall score, then you can learn from it, implement changes etc. But when its given and there's not feedback, or the feedback is "everything was great!'- 7, one cant help but wonder what the issue is? I find that corresponding after the guests have left is a bit futile as for them, the transaction is over, they aren't really invested in helping you develop your business, they just put a score on a website and got on with their lives. It can also be perceived by the guest as being a bit 'hassley', and can make them feel uncomfortable, like you are hunting them down for a better score. They don't realise the impact of their choice- and often I'm sure its not for anything specific.
In fact there's a psychological factor that needs to be considered when using these kind of Likert rating scales. Its called central tendency bias. It occurs when people don't want to score anything on the extreme end of a scale- that is they will be reluctant to give a 1 or a 10 in many cases, not for anything specific, just because they feel more comfortable scoring like that. Further when people are scoring ion a Likert scale with over 6 choices, it becomes hard to differentiate the factors that divide a score from say an 8 or a 9. So this has the effect of exacerbating the central tendency bias. So what we are seeing may be more a product of the bias,and less of a real issue- nevertheless, it affects our overall rating online, and starts to become redundant as a useful tool to use for KPI or team motivation or development.
So I will be interested to see how this progresses.
For our guests we provide unlimited internet access after they log on to our network using a simple ssid "motel rooms" with a simple password after clicking T & C they are on and using it we have 9 access points spread throughout the property with seamless handoff as they move about. The hardware is all UniFi network which also implements fair use to stop some people hogging all the bandwidth. The whole system can be manged by all staff via a simple webpage.
In today's travelling world WiFi and ease of access is a must ask you guests what they want and then implement the hardware is low cost and software is free.
We provide verbally to our guests on check in with information about local restaurants and activities on. This is supplemented by information in the room and available at reception. Most morning us and our staff chat to guests to work out what they have planned for the day or where going next this allows us to give them some helpful information for their day ahead. We have a guest lounge as well so we have guests relax with us in front of the fire in winter or relaxing on the sunny lounge.