在这篇文章中,您将了解住客评分的基本信息,以及为什么评分对获取订单非常重要。 您还将了解如何为住宿获得最多和最高的评分。 

什么是住客评分?

您的住客评分是根据Agoda住客提供的所有点评,住宿所获得的综合评分。 我们只允许真实住客在退房后点评您的住宿,因此您的住客评分代表了住客对您住宿优劣的真诚点评。 旅客一般信赖其他客人的体验,并且会参考这些评分决定是否预订。因此,评分是获取订单最重要的因素之一。 在您的客人退房后,我们会向其发送电子邮件,邀请其提交书面点评,并根据下列方面为您的住客评分。  

评分标准

  您的住客评分根据以下5个方面计算:

  • 性价比
  • 服务
  • 设施
  • 位置
  • 环境和清洁度

住客会按照1至5的等级,就上述方面对您的住宿评分。 我们会计算这些整体分数的平均值,以1至10分的方式表示,并会在您的住宿页面上显示为 整体评分 。 此分数亦会在搜索结果页面上显示。 

提升评分的小贴士

满足并超出客人的预期

  • 准确度很重要 – 住宿在Agoda上显示的内容应与其实际提供的完全相符。
  • 这包括所有内容,例如设施、服务、图片等。 请始终保持内容真实,因为虚假内容或者让客人感到被欺骗都会导致差评。
  • 在服务方面,请尽量提供超出客人期望的服务。 客人一般会称赞超出预期的服务。

定期更新您的住宿页面

  • 保持您的住宿信息更新,可以在客人入住之前有效管理客人的期望,提升客人满意度。
  • 定期检查您在YCS中提供的信息。 其中是否已列出您的所有设施,并包括您住宿的最新图片? 住宿详情是否是更新的? 如果有新的装修设计或变化,是否已经向客人展示?

从现有的评分中学习

  • 查看您的现有评分,重点改善您获得最低分数的方面。
  • 阅读您现有的点评,了解客人喜欢什么,以及有什么不满。
  • 例如,如果您的环境和清洁度评分较低,而且您发现许多客人提到床单不清洁,您可能需要更换床上用品、检查洗衣服务,或者让客房清洁人员确保所有床单都更加干净整洁。

提升服务水平

  • 提升评分的最快方法,是每天为每位客人提供优质的服务。
  • 提供员工培训,让员工细心、反应迅速,并及时关切每位客人的需求。
  • 表彰和奖赏为客人提供超出预期服务水准的员工,以鼓励所有员工继续努力。
  • 员工应时刻能够提供有关当地活动和餐饮场所的信息。 乐于助人且及时回应往往会给客人留下深刻印象。

环境与清洁度至关重要

  • 请确保您的住宿维护良好,并且一切正常运行。 确保您的员工有足够能力并获得相关培训,能及时解决问题,例如细微的维修保养问题、漏水或噪音等。 客人喜欢经营良好的住宿。
  • 客房应时刻保持一尘不染和舒适,没有杂乱的情况。
  • 制定严格执行的卫生标准,并清楚地向客人展示。 您可以在指示牌上或在向每个房间的信件中,向客人公开展示您的清洁流程。
  • 如需进一步了解 清洁卫生设施以及如何向客人展示,请点击 此处

 

了解更多

 

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