Hotel Reputation Management
“Each unhappy guest tells three others!” We have all heard it, and we have all believed. However, in the present day, each unhappy guest now tells 3 million potential customers! This creates a demand for even higher attention and personalized responses to every comment left in your virtual inbox.
The days of the suggestion box and comment cards have left us and we find ourselves surrounded by very electronic, very public, very influential customer comments. Searching for a restaurant, we turn to Yelp to see the venues in highest demand and leading in value. We seek out customer reviews before we do anything, from purchasing that cute top online to which grocery store we should frequent in our area (how else will you know which ones have the freshest produce?). The travel industry certainly has not escaped the Internet phenomenon that is “user generated content,” and many hoteliers have learned firsthand the power and influence a single unhappy guest can have.
The reality of guest involvement in online travel reviews has drastically altered the way customer loyalty and satisfaction is treated. The Internet has revealed the truth, and many potential customers feel the truth has set them free! Free from the fear of booking a “great value property” only to find themselves thrown in a room with a box spring and community shower. Free from the fear they may have only two pillows to share instead of the ideal four. Whatever the fear, the reassurance from other like-minded travelers allows a potential guest to go ahead and book a room without fearing an unhappy stay.
As a hotelier, do you know what your online reputation is? You should. And you should reclaim control of your virtual suggestion box and safeguard your hotel’s image by participating in the conversation, a conversation that is taking place about YOU about YOUR property and about YOUR staff.
At WRS we offer an easy solution for you to manage your hotel’s reputation through Hotelposts.com. This tool allows you to monitor hotel reviews on top travel sites such as Trip Advisor, Expedia, My Travel Guide, Travelocity, Travel Post, Yahoo Travel, Hotels.com and more. It also tracks your Trip Advisor rating and popularity ranking for you and your top 3 competitors. Hotelposts.com performs an analysis of your reviews and even displays top reoccurring keywords in order to identify trends in guest comments all of which can be done from one easy dashboard. Eliminate the time and hassle of surfing the Internet and logging in/out of multiple travel review sites.
Get Started with Hotelposts.com today, and take back control of your Hotel’s reputation.
Categories: Tips for Hoteliers
Tags: reputation management; monitor hotel review sites;
I’ve been writing about hotels and travel so long that I can read TripAdvisor for fun. Is that weird? Sometimes the stories feel a little too good (or bad) to be true, but from the reader standpoint and does make for some nice entertainment.
Can’t remember the hotel, I’d never been, but one of my favorite stories involved the cleaning staff chucking rolls of toilet paper at a guest. Awesome, awesome stuff.
[...] programs available that allow you to monitor your hotel’s image online that you can read about here TripAdvisor has decided to step-up and enhance the hotel owners experience through upgrades to the [...]