Hotel reputation management is evolving. There is a lot of intangible content within social media that is impacting a consumer’s perception of a property.
Reputation+Management
Customer feedback on hospitality experiences. Requesting customer feedback should be treated just as any other touchpoint along the consumer journey. Five best practices grounded in consumer psychology research that businesses should consider when inviting customers to leave feedback on hospitality experiences.
TrustYou: How guest reviews will bring more bookings. New data on how people read feedback, and some key actions that can help you leverage guest reviews to get more bookings.
ReviewPro: Global hotel review volume booming. Yet, none of the regions has neared 2019 standards, and even the top-of-the-class region, Europe, is still performing 25.4% lower than in 2019.
How to respond to guest reviews. A few experienced hoteliers share some of their tips and tricks for responding to satisfied and not-so-satisfied guests online.
ReviewPro: A spotlight on review distribution strategy. Although review volume increased by 31.5% from Q2 2021 to Q2 2022, it’s still 33.8% lower than in Q2 2019.
TrustYou: Ways to handle quirky guest reviews. Even if humor is used, the feedback refers to issues happening in your hotel - so solving those issues beyond the funny aspect is essential.
What drives customer loyalty in a digital first world? As customers navigate a rapidly-shifting world, questions of trust, values, and integrity occupy their minds.
Duve: Five ways to improve your TripAdvisor ranking. Guests who had great stays often forget to leave reviews, while those who had a less pleasant experience will not.
Restaurants face an extortion threat: A bad rating on Google. A barrage of one-star reviews unless owners pay. In a new scam targeting restaurants, criminals are leaving negative ratings on restaurants’ Google pages as a bargaining chip to extort digital gift cards.
Fuel Travel: How to use SMS marketing to increase positive hotel reviews. SMS marketing offers a variety of unique ways to keep communication flowing.
Revinate: Preventing negative reviews with a text. The ability to automatically receive and respond to guest feedback in real-time helps you get ahead of negative reviews.
The Hotels Network: How to leverage guest reviews on your hotel website. Promote guest reviews on your branded website and help convince users that your hotel is the right fit for their stay.
TrustYou: Reshaping hospitality through creative design. TrustYou updated its look and feel to reinforces its core values trust, relationships, quality, technology, and innovation.
TrustYou: A people-first approach for the new era of hospitality. Many hospitality businesses still don’t grasp just how important relationships truly are.
The power of earning word of mouth marketing in hospitality. One goal of operational excellence is spreading positive word of mouth. It’s about providing an amazing experience that gets people talking. Then once you get that great feedback, go out and market the crap out of that. It’s marketing that doesn’t cost a dime.
How businesses build and maintain trust. Advocating for social justice, protecting communities and the economy by keeping people safely at work has an impact on trust and reputation.
How Google Maps reviews are moderated. Google shares how it weeds out fake or abusive reviews left for local businesses on Google Maps.
The power of reviews. Majority of consumers prefer long-form reviews when booking accommodations. Of all the kinds of feedback types on Tripadvisor and other review platforms - ratings, snippets and long-form descriptive reviews - 40% of travelers said that long-form reviews mattered most to them.