Hospitality Marketing Mistakes that Can Ruin Your Reputation

The internet is an unforgiving place. Customers must trust brands they interact with online, especially in hospitality. One hospitality marketing mistake can make your efforts go unheard. After all, guests pay for more than accommodations.

They also invest time and energy in planning a trip, and spend even more on travel to and from the destination. Unfortunately, hospitality branding is like constructing a house of cards. While it may take ages for a brand to earn a trustworthy reputation, a single marketing mistake can cause it to crash. Sometimes, in a matter of days or hours. Awareness will keep your branding and marketing efforts sailing smoothly.

Here are four hospitality marketing tips to ensure your reputation remains intact:

1. Don’t Attempt to Censor Negative Reviews

A hospitality brand might live or die by customer reviews. While reviews help win new guests’ confidence, negative reviews can seriously damage your ROI. Many are tempted to delete a bad review or comment.

This is especially true if it appears on your website or social media pages. Never run an elaborate campaign to block dissatisfied customers from speaking out. Even worse, don’t threaten to penalize someone for it. In 2014, Union Street Guest House attempted to discourage negative reviews by charging customers $500 for every bad review on any online channel. The policy was explained on their website:

“If you have booked the Inn for a wedding or other type of event anywhere in the region and given us a deposit of any kind for guests to stay at USGH, there will be a $500 fine that will be deducted from your deposit for every negative review of USGH placed on any internet site by anyone in your party and/or attending your wedding or event.”

When the policy got the attention it deserved, the owner claimed it was a joke. He said it wasn’t meant to be on the site. Unfortunately, the damage was done. Within days, torrents of fake reviews popped up on major sites like Yelp, TripAdvisor, and Facebook — blatantly making fun of the situation.

This led to the Union Street Guest House’s eventual shutdown. While their website is no longer active, the negative reviews remain. Remember, any attempt to silence your customers can have irreversible consequences.

Instead of trying to block negative reviews, use them to showcase your staff’s professionalism. Respond to and engage guests through every accessible channel. It could be through a review website or social media. Keep in mind that with the right approach, negative feedback is a stepping stone to improvement.

2. Always Have a Content Strategy

Some businesses deal with online reviews, while others barely have any engagement at all. The reason? It usually relates to their content strategy or lack thereof. For example, the Pocono Plaza Facebook page has little activity despite regular updates.

In online marketing, you need to give value to receive value. It’s best to be relevant to your audience. If you want engagement, offer valuable content your audience wants to see. It doesn’t have to be your content, either. Curate relevant posts from popular sources. This is often enough to get your followers’ attention. Still, it’s better to develop your own material. Tools like Ubersuggest offer helpful content ideas for your social media pages and website. It expands a relevant “seed keyword” into long-tail variations for which users search:

When using Ubersuggest, find the sweet spot between search volume and keyword competitiveness. A competitiveness score of 0.4 means low-to-medium competitiveness, making keywords feasible for smaller brands without hefty marketing budgets.

3. Don’t Rely on Discounts

Discounts are time-tested tools to increase sales or specific transactions. For hotels, this means extended stays and off-season bookings. However, it’s best never to depend on deals as your marketing bread-and-butter.

Your target audience can always find a cheaper alternative if they want to minimize costs. So, instead of focusing on discounts, maximize value and build solid relationships with your customers.

Contrary to popular belief, discounts also aren’t reliable if your goal is to bring in new customers to your business. Discount-seeking customers probably aren’t eyeing your services or accommodations. Instead, they’re more likely drawn to the money saved.

4. Always be in tune with the Audience

To be fair, every digital campaign can go awry, even big-brand campaigns. Always brainstorm strategies with a grain of salt. For example, #McDStories is an official hashtag McDonald’s uses for a Twitter campaign. Promoting a hashtag and letting the audience share heartwarming stories was a good idea on paper. The intent was to elevate the brand’s social presence. Sadly, most stories weren’t heartwarming or even halfway pleasant. Users tweeted waves of negative and controversial experiences with the #McDStories hashtag an hour into the campaign .

According to McDonald’s social media director Rick Wion:

“We saw that it wasn’t going as planned. It was negative enough that we set about a change of course.”

Although the buzz around the #McDStories fiasco faded, the hashtag is still used to share negative stories.

Ensure you’re in touch with the general tone of your community when planning marketing campaigns. If you want to give customers a platform to share reviews, target those who are actually qualified. A good strategy is sending review requests via email after checkout or booking. Automate this with email marketing tools like MailChimp or GetResponse.

Conclusion

Learning from mistakes may be effective, but failures aren’t always necessary to learn the lesson. Try to avoid these hospitality marketing mistakes to keep your brand reputation intact. If you have a marketing horror story you’d like to share, please leave a comment below!  

Author Bio: Jimmy Rodela is a freelance writer and marketing manager at InboundJunction.com