Hotelmarketing'com

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.

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.

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.

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.

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.