online reviews

/Tag: online reviews

online reviews

3 Ways Your Hotel May Be Losing Money From Online Reviews (And What to Do About It) / Brad Plothow

Brad Plothow | October 24, 2019

By Brad Plothow October 24, 2019 -- It’s no secret that the internet has completely changed how people find and book hotels. These days, half of all lodging is booked online, online travel agencies’ market share now exceeds that of direct bookings, and 96% of TripAdvisor travelers report that online reviews are a critical factor in where they decide to stay. Hotels and motels are inherently local companies, but in today’s digital economy, even physical businesses need a healthy online presence to get found and chosen by customers. So, that got us thinking, how do online reviews impact revenue at American lodging businesses? Not ju...

4 Steps to Take When You Get Negative Feedback

Pipeline Social Media | September 23, 2019

By: Maiya Wall / Pipeline Social Media Though we all strive for positive feedback, receiving a negative review on your hotel’s social media is inevitable. In our hyper-connected world, opportunities to offer an opinion are prevalent and growing. Not to mention, the open line of communication empowers guests to serve up their opinion whenever and from wherever. We’re here to give you some practical advice on how to deal with negative feedback. First, begin to think of your hotel’s negative reviews as a path to improve guest experience and your online image rather than something to avoid. Keep reading to learn how you can respond to...

How to Respond Properly to Online Hotel Reviews

Kacey Bradley | September 16, 2019

By Kacey Bradley In today’s digitally-inclined world, online reviews are a significant part of the hotel booking process. According to one study, more than 50% of travelers don’t want to book until they read reviews — typically between six and 12. They want first-hand accounts of a stay on your property, whether good or bad. The newer the feedback, the more helpful. You can’t prevent bad reviews — no matter how stellar your guest experience. What you can control is how you respond. The majority of travelers — 87% — say an appropriate response to a bad review improves their impression of the hotel. On the flip-side, a...

Why Google Ratings Might Just Be Your Hotel’s Most Important Quality Metric

Daniel E. Craig | June 27, 2019

By Daniel E. Craig, Founder, Reknown Move over, TripAdvisor — there’s a new sheriff in town. Over the past couple of years, Google has revamped its review product, increased review volume exponentially, and made Google ratings more prominent in search, maps and hotel listings. As a result, Google ratings may have emerged as the most important measure of quality for hotels. Here’s why. In Search, Google Reigns Supreme Google’s role as chief gatekeeper to online travel planning difficult to dispute, but does it hold a monopoly on search? While company officials bristle at the suggestion, others aren’t so convinced. “Goo...

“Heart Failure”: The Leading Cause of Bad Reviews

Doug Kennedy | March 20, 2019

By Doug Kennedy When you read a cross-section of negative comments from online reviews and guest surveys, it's easy to recognize a common theme across all lodging operations: "Heart failure." More specifically, I am referring to the failure to understand the true heart of hospitality, which is "caring about as well as caring for others." When we care "for" others, we provide the minimal requirements of a positive guest stay, the foundation of which is a clean, well maintained "physical product," (the accommodation and public facilities), delivered promptly and efficiently. Yet when we care "about" others, we understand the hospitality b...

Online Customer Reviews: Their Impact on Restaurants

Dr Jean-Philippe Weisskopf | October 5, 2018

By Dr Jean-Philippe Weisskopf and Philippe Masset Dining out, going for a movie, or enjoying a bottle of fine wine are all 'experience goods', that is, they have to be consumed or experienced in order for them to be assessed and evaluated. Online customer reviews are valuable as they allow potential consumers to get in-depth information from others for a relatively low cost and little effort. With one click, they can solve an information asymmetry problem in which service providers are better informed than customers. The internet allows customers to share their views and feedback cheaply and efficiently with a large audience. Why do con...

How to Encourage Guests to Write Hotel Reviews on TripAdvisor, Yelp, Google and Facebook

Nancy Huang | December 22, 2017

by Nancy Huang Online guest reviews are more important than ever. In researching hotels, potential customers are proactively seeking information about the experiences of previous guests. Reviews and star ratings on websites like TripAdvisor, Yelp, Google, and Facebook all play an extremely important role in getting new customers to book. The more reviews available, the more trustworthy a hotel will appear. Today's traveler arrives well-informed, with a huge 95% reading online reviews before they book their accommodation. Furthermore, younger generations are more communicative than their predecessors, so building a strong online reputati...

Beyond TripAdvisor: The Online Review Sites Every Hotel Needs on Their Radar

Ben Hanley | September 18, 2017

By Ben Hanley In the digital age, online reviews have become an important digital currency for hotels—the more you have, the stronger your online position. Savvy online travelers frequently make their decisions based on the recommendations of others, and 95% of people say they read reviews before making a booking. Of all the review sites out there, TripAdvisor is still widely regarded as number one. But things are changing. A number of review sites are now stepping up their prominence in the hotel space. The power of social media is also creating a shift in the way travelers seek out suggestions and tips to inform their booking de...

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