Many hotels and restaurants are lacking pertinent information for their guests on their websites. Oftentimes, these websites have the bare essentials like reservations and a menu.
Guests these days likely aren’t going to call you for information. Instead, they are going to send you a direct message on social media at 10 p.m. and expect an immediate response, or they are going to post a question on Google, which usually will go unanswered.
In a Facebook group for a resort, I’ve seen questions wondering if pots, pans and plates are included in the units with kitchens, what the age limit is for the kids’ activities room and fitness center, and if the the TVs have streaming services or if the guests need to bring their own device.
Meanwhile, for a Google Business page for a restaurant, I’ve seen people ask if pets are allowed in the outdoor dining area, where is the nearest parking lot or ramp, and what are the hours of happy hour.
One solution is to visit your website in the eyes of all types of guests, such as families on vacation, a business group, a couple celebrating their anniversary, etc., and see if you are missing anything, no matter how mundane. You also can ask your staff to find various information on your website as a scavenger hunt challenge.
Make sure to add the answers to past in-person or online questions on your website. As you receive new questions, put that information on your website as well. If that information is already there, make it more prominent.
Another solution is to add an FAQ on your hotel or restaurant website. This is where information is consolidated and where guests often visit for specific information. The FAQ should, at a minimum, cover these areas:
- Reservations. For example, what is the cancellation policy for your restaurant or hotel? Are they required for large groups? How far in advance may a guest book?
- Amenities. What’s included in the room? Do you have accessible areas? Is outdoor seating or private dining available? What are the hours for the arcade and fitness center? Is WiFi free?
- Parking, hours. Like the other topics, this information should already be covered on your website. However, you should still address things like dining vs. bar vs. carryout/delivery/room service hours and onsite vs. offsite parking vs. valet.
- Policies. Here, you can discuss your dress code, rules on pets, rules on smoking and rules on allowing outside food or beverage, among other policies.