(Based on feedback analysis from Google and Booking.com)
The guest leaves, smiles as they say goodbye, says 'it was great'... and then leaves a rating of 7.6. What went wrong? Not all frustrations find their way into a face-to-face conversation. But there are certain patterns that recur in reviews on Booking and Google - often subtle, but very much affecting the guest's rating and return.
We've put together 5 things for you that really bother guests, although they often don't talk about them (or only write about them when they return).
1. unclear pre-arrival communication
"We didn't know what time to check in. No one answered the phone."
Visitors feel insecure when they do not have clear information: how to get there, where to park, what time they can check in, whether they need to confirm something in advance.
๐ Solution:
Send an automated message the day before arrival with the most important information: address, door code, rules, map. Such a message removes 90% anxiety and reduces unnecessary phone calls.
2. 'Cold' service - all correct, but no emotion
"Clean, tidy, everything OK - but there was some 'something' missing. It was just ... bland."
It's a common reason for ratings of 7-8. The guest doesn't have a specific complaint, but also doesn't feel that anyone really cared about them. Sometimes all it takes is a human touch to turn "it was ok" into "I'd love to come back!".
๐ Solution:
Add a personalised welcome message, leave something small in the room (e.g. a leaflet with local recommendations, a bottle of water), and after the first night, ask by text message: "Is everything okay?"
3. Night-time silence only in the regulations
"Beautiful facility, but we came back tired - behind the wall partying until 3am."
The lack of noise control - especially in flats and holiday homes - seriously affects reviews. Guests are often reluctant to report the problem on site, but downgrade after departure.
๐ Solution:
Send a short reminder about curfew, post discreet info in the room. If something happens - react quickly: by text or phone. Guests will appreciate not having to intervene themselves.
4. temperature problems - stuffy, cold, no ventilation
"In the middle of the night we had to open the window because it was stuffy - the air conditioning didn't work."
One of the most common, yet least frequently reported problems. Guests do not want to bother or simply do not know how to operate the air conditioning or heating.
๐ Solution:
Ensure brief, clear instructions (e.g. in the welcome message) and test equipment regularly - especially before the summer and winter seasons.
5. 'Hidden' downsides - thin walls, steep stairs, no curtains
"Everything would have been great, but sleeping with the baby was a nightmare - too thin curtains and noise from the corridor."
Even if the room description is true, the lack of information about potential inconveniences causes disappointment. Guests do not like surprises - especially unpleasant ones.
๐ Solution:
Don't hide the disadvantages - name them and turn them into an asset:
"Room on the first floor - with a great view, but up stairs".
"No TV - more space to really relax".
It is an honesty that visitors respect.
Summary
You don't need marbles or 5 stars to score ratings above 9. You just need to take care of the details that matter a lot to guests - even if they don't talk about them.
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Improve communication.
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Add a human accent.
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React to noise.
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Ensure thermal comfort.
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Be honest in your description of the facility.
These are simple changes that increase the number of returning visitors and positive reviews - without a huge investment.
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