Good hospitality means delivering consistent, quality service. Great hospitality means stepping up when problems arise, since no hotel is perfect. What matters is how quickly you respond and how well you resolve the situation. That’s what guests remember.
In hospitality, even the smallest hiccup can trigger a negative review. Guests don’t wait these days. Their first instinct is often to share frustration online. The only way to protect your reputation is to act immediately when they are on your property. Show the guest you care before they check out.
That’s why at Dharma we built our Operations Platform (OPS) for hotels and vacation rentals that listen closely to their guests. Because great hospitality operators don’t just fix, they turn moments of frictions into opportunities, transforming potential bad ratings into five-star reviews. And this blog will show you how our OPS helps you do that.
According to Customer Alliance, a single negative review can cost you 22% of bookings and four negative reviews can cut your business as much as 70%. This means you can’t afford to ignore guest concerns and requests. It will lead to lost revenue, fewer bookings, and a damaged reputation. And as every hotelier knows, recovering from a bad reputation is never easy.
There’s plenty of advice on what to do after a bad review. But at Dharma, we believe prevention is better than cure. Why reach the stage of a bad review if you can address the issue then and there? That’s why Dharma OPS ensures every piece of guest feedback, big or small, is captured, tracked, and acted upon.
With the Task Management System within Dharma OPS, every request generates an actionable work order.
Imagine: a guest reports a broken AC at midnight. OPS AI Assistant immediately records the request, generates a work order, and routes it to your maintenance team. By morning, the task is already in their queue and underway. The work order moves seamlessly from completion to review phases as your team progresses and updates in the system. Guests experience accountability in action. Instead of frustration, they get a positive memory of how quickly and professionally you responded and resolved their concern.
Guests often compare new staff with familiar faces from past visits. If service feels inconsistent, it could lead to frustration. Travelers don’t just want efficiency, they crave familiarity. Missing that personal touch is one of the fastest ways to get bad reviews. With our AI-powered Guest CRM, your staff can access each guest’s history from the moment they book. You get to be their old friend who remembers their preferences and anticipates their needs.
If a returning guest asks, “Can I have the same room as last time?” Even if the front desk agent is new, they can simply ask our AI Assistant. It will retrieve the past bookings, check the current availability, and even suggest tailored packages.
With consistency across your entire team, trust is established with guests. Even if an issue arises later, the guest is more inclined to leave a positive review because they feel valued.
Guests may interact with you over WhatsApp, SMS, email, and more. But if conversations are scattered, it’s easy to miss a message. That’s why Dharma OPS centralizes all guest communication in one place.
Better yet, our AI gets smarter with every interaction over time. The more your staff engages with it, the more relevant and helpful the responses become. To the guest, this feels like “VIP treatment.” Your team earns appreciation and guest loyalty!
Great service doesn’t end at checkout. With our Operations Platform, you can schedule thoughtful post-stay communication that keeps your brand top of mind. Send a personalized thank-you, ask for feedback, or offer a returning guest their favorite room on the next trip. Small gestures leave a lasting impression and reduce the chances of negative reviews because your relationship with the guest continues long after the stay has ended.
Dharma OPS doesn’t just help guests, it makes your staff’s life easier.
With faster response times and high-quality answers, your team builds confidence that reflects in every guest interaction. When your team feels supported, your guests feel cared for. Happy teams create happy guests, and happy guests leave glowing reviews.
According to SiteMinder, a 10% improvement in TripAdvisor ratings can increase bookings by 9 to 15%. On the other hand, nearly half of travelers will not book a hotel that lacks reviews. The takeaway is clear: proactive service is your most powerful growth strategy.
So why wait for the next negative review? Explore how Dharma OPS and AI Assistant to elevate guest experience, turning everyday interactions into five-star reviews one at a time.
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