How to manage your B&B’s online reputation across the web

Many of your guests find your property online. Do you know what kind of first impression you leave them with?

Shaping your bed and breakfast’s online reputation should be one of your top priorities. Make sure you have the following places under control.

Your property’s website

The good thing about your small hotel website is that you have total control over it. You tailor the experience that your guests will receive when they visit your site – and this experience should match the level of customer service that you bring to them in person.

The main challenge is how to make sure your website gets found. You can boost your website’s rank through search engine optimisation (SEO) tactics, as well as encouraging ‘the billboard effect’.

Your property’s Facebook page

Many of your ideal guests are using Facebook to help them find and book the right accommodation. In fact, 87% of those younger than 34 are using Facebook to solicit advice before making bookings (Stikky Media).

The good thing about Facebook is that you’re almost in total control – and the biggest challenge is the fact that you can’t control what people post to your page.

Online travel agency (OTA) listings

Listing your bed and breakfast on OTAs can greatly strengthen your online reputation. The problem is the limited amount of control you have.

While you can control your property descriptions and which rooms you’d like to sell, you have less control of the entire guest experience, because it’s being managed by the OTAs.

Other challenges include having no control over what your rating is, the fact that you have to monitor and respond to reviews, and the fact that you have to pay if you want higher visibility on OTA listings.

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