Tired of seeing your hotel bookings plateau despite beautiful rooms and great service?In 2025, your online reputation is your lifeline. A recent study showed that over 70% of Nigerian travellers check online reviews before booking, with a massive emphasis on Google Reviews, TripAdvisor and local platforms like Hotels.ng. Don’t let negative reviews or a lack of reviews sink your ship. Here are four actionable tweaks you can implement immediately.
First, **actively solicit reviews.** Don’t be shy! Train your front desk staff to politely ask satisfied guests to leave a review. Make it easy by providing them with a QR code that directs them straight to your Google Reviews page. Offer a small, non-cash incentive for reviews (e.g., a complimentary welcome drink on their next stay). Tailor this to the Nigerian market by offering something like a complimentary plate of small chops upon their return. Remember, authentic positive reviews build trust.
Second, **respond promptly and professionally to all reviews, both positive and negative.** Acknowledge the guest’s feedback, even if it’s critical. Show that you value their opinion and are committed to improving their experience. For negative reviews, apologize sincerely and offer a solution. This demonstrates to potential guests that you care about customer satisfaction. Example: ‘Dear [Guest Name], We are deeply sorry to hear about your experience. Please contact us directly at [email/phone number] so we can understand what happened and make things right.’ Think of it as an opportunity to showcase your commitment to service recovery, a vital strength in the often-unpredictable Nigerian business environment.
Third, **monitor your online presence religiously.** Set up Google Alerts and other social listening tools to track mentions of your hotel online. This allows you to quickly address any issues that may arise and engage with your customers in real-time. Are there rumblings of a power outage impacting customer experience? Quickly acknowledge and explain the situation. Are customers raving about your Jollof rice? Share it! This proactive approach is crucial. Consider promoting user-generated content (with permission) to boost authenticity.
Fourth, **Leverage local influencers and bloggers.** Partner with Nigerian travel bloggers and influencers to experience your hotel and share their honest reviews with their followers. This can significantly boost your visibility and credibility. Focus on micro-influencers with engaged local audiences who genuinely appreciate the cultural nuances and aesthetic of Nigerian destinations, whether it be the renovated Zuma Rock viewing area or the ambiance of a chic rooftop lounge like The George Hotel’s in Lagos. Consider offering them complimentary stays or meals in exchange for honest reviews on their platforms. Remember, authenticity is key; avoid overly promotional content. Click the link below to subscribe to our blog for more informative tips and information like these. http://hotelsandplacesng.com/subscribe
