TripAdvisor Enhances the Owner’s experience
You know your TripAdvisor page is important, but have trouble monitoring it? Aside from the many reputation management programs available to monitor your reviews online TripAdvisor has decided to step-up and enhance the hotel owners experience through upgrades to the “owners corner” on the site.
“The explosion of guest feedback can be incredibly valuable to anyone in the hospitality industry, but reacting quickly can be a challenge because of the growing volume of reviews,” said Nathan Clapton, vice president of partnerships for TripAdvisor. “TripAdvisor wants to make it easier for hoteliers to engage with the travel community online. We want to decrease time spent analyzing reviews so owners can more easily and quickly respond, and spend more time delighting their customers.”
Trip Advisor today announced the addition of free, personalized customer satisfaction management dashboards to each property owner’s page on the site. Managers and owners of every one of the 450,000 hotels on TripAdvisor can now instantly assess their performance, as determined by their guests, including trend and competitive analysis, and a new Customer Satisfaction Index (CSI).
Customer metrics are one element of a newly expanded suite of owners’ resources on TripAdvisor. Any property owner or manager can find their resource center by going to www.tripadvisor.com/owners, or by clicking on the owner’s link at the bottom of any property review page. The dashboard appears in the “Track Performance” tab. Each dashboard includes:
Customer Satisfaction Index – a new scoring system that rates each review from 0-100 based on seven key TripAdvisor ratings including:
- Overall
- Value
- Recommended by traveler
- Cleanliness
- Service
- Room
- Location
Recent reviews - the eight most recent reviews, categorized according to key metrics and enabling quick identification of issues with cleanliness, service, and more.
Trends - compares a property’s rank against competitors, and against the aggregate rank of nearby properties
“This partnership will give hoteliers a handle on web generated reviews that they’ve needed. By proactively acting on guest feedback, hoteliers will improve repeat and referral business in this competitive time when market share shifts are inevitable,” according to Robert Honeycutt, CEO Market Metrix.
Trip advisor’s steps should certainly improve the owner experience on the site, and allow hoteliers yet another opportunity to take part in the conversations that are going on about their property. Still curious about how to manage the online chatter? Read More about reputation management tools here.
Categories: In The News
Tags: hotel reviews, how to use tripadvisor, monito, reputation management; monitor hotel review sites;, tripadvisor
I’m interested in all this stuff about TripAdvisor lately. They seem to be doing a big push on PR but it is the ‘unsaid’ that is most disturbing. Try to reach a human at TripAdvisor. They are non-existent. Try to complain about the mish-mosh of junk on the TripAdvisor site and you will find there is no way to send in feedback of a negative nature on TripAdvisor. Their owner site is terrible…owners are second class in their eyes and all they try to do is sell me stuff not offer me anything usable…on the site. They allow complaints from years and years ago to remain on the site, they refuse to remove complaints that are bogus and yet they refuse to post compliments that are sent from the hotel lobby. They claim 30million trusted reviewers…That is a false claim because the reviews that I have seen are aged, fake or ignored. So they need to do some of their own reputation management.
John, thanks for your input. It certainly is a complicated subject. TripAdvisor is not the only company getting bad feedback for similar issues. Yelp is in legal battles for taking reviews down.
We understand the issue and hope that you can clear this situation up. It’s tricky to navigate away from a bad reputation (weather true or not). If you would to discuss a strategy or get feedback on your plan of action please let me know. Shoot an email to marketing@wrsol.com.
Best of luck to you!