One of the most effective ways to turn the average guest into a loyal guest is through service recovery. Bad experiences are inevitable, but how your hotel handles the guests’ situation is critical to your success. If you are wanting to keep your guest satisfaction scores and TripAdvisor reviews high, you need to have the tools and a plan for your service recovery.

Rectifying a bad experience can turn a one-timer into a regular and improve your customer retention, because righting a wrong builds trust. If your guest can trust that, in the event of a mess up, your staff will show up strong, that’s something to write home about. 

Or, in the case of the hospitality industry, something to write a great review about. 

Why a bad review could turn into a great one

Did you know that the average person will tell 15 people about a bad customer service experience? That number goes way up after they’ve written about their experience online. We’ve talked about the damage of a bad review - but bad reviews don’t come from mistakes, they come from unaddressed mistakes. The service recovery paradox is this: people are actually more satisfied after a service failure recovery than if nothing were to have happened at all. 

The strength of the loyalty, trust, and connection is forged in the hard times, not the good ones — just like any relationship.

Kipsu saves the day

Kipsu’s guest messaging and hotel operations solutions have proved time and time again to be an effective resource across independent hotels for service recovery.  Engagement between guests and staff, keeping documentation of conversations and requests, and completing and confirming guest requests are very useful in rectifying bad experiences and preventing bad experiences in the future.

Keeping conversations documented and all in one place, like through a guest messaging and hotel operations system, can significantly benefit your property in multiple ways. Beyond pinpointing pain spots and highlighting great service moments, these records serve as a valuable resource for reflecting on trends over time. By regularly capturing interactions with guests and maintenance tickets created, you not only track customer feedback but also gain insights into recurring issues or successes. This proactive approach enables your team to anticipate and address concerns before they escalate, while also reinforcing positive practices that contribute to exceptional guest experiences. Furthermore, documenting these instances fosters a culture of continuous improvement, where employees learn from both challenges and triumphs, enhancing their skills and effectiveness in delivering outstanding service. 

Read the reviews!

Our partners have seen great success through Kipsu in their reviews. Just take a look at their TripAdvisor reviews showing how Kipsu helped with service recovery:

“Arrived and immediately liked the hotel. Very historical and ornate. Asked for a Lakeview room if possible and was told we would have some Lakeview but not all, we were fine with that. Once we got to the room it had NO Lakeview at all. I received a text checking in on us and I simply voiced my disappointment that we were told one thing but got another. Immediately without me asking, Rishav called me and apologized, offering a room with a better view. The new room has an incredible view of the lake and downtown. I appreciate the willingness to fix the situation when all I was doing was answering a question. The Pfister went above and beyond and I appreciate that tremendously. They want your stay to be enjoyable and you can see that. I would highly recommend this hotel if you're in Milwaukee!”
- The Pfister Hotel Milwaukee, Wisconsin

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“They checked with us by text throughout the visit to make sure everything was going well. We had some trouble getting on the internet at first, but the person who answered the guest helpline gave us a different wifi network to try and then it worked great.” 
‍- Royalton Park Avenue New York City, New York

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“I would definitely stay here again. Anytime I had any issues I would text them and someone would reply quickly. Thank you Chevas for helping me book my stay. Thank you Travis, Jules and Mary for answering to all my needs so promptly.”
- Park Shore Waikiki Hotel Honolulu, Hawaii

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“Attention to detail is important when boutique is the advertisement.... Saint Kate did not disappoint. The text campaigns and follow-ups work because there IS someone else on the other end. We had a problem with the in-room record player and the text system worked well when needing help”
- Saint Kate - The Arts Hotel Milwaukee, Wisconsin

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In the realm of customer service, challenges are inevitable, but how we respond to them defines our success. By enabling guests to offer in-the-moment feedback through a guest messaging platform like Kipsu, and empowering teams to address requests and issues, hotel teams are able to intercept potential problems before they become negative reviews. A strong service recovery plan will lead your hotel to increased guest loyalty and boosted satisfaction scores. Leverage guest messaging and hotel operations software, and level up your service recovery performance. 

Want to see how Kipsu solves guest problems in real-time? Schedule a conversation with our team to learn more! 

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