Ways to Save Your Hotel’s Reputation after a Bad Review

Whether you love them or hate them, online reviews do get read and they do have a great influence on a customer’s booking decision which means hoteliers need to take notice and most importantly they need to take action.  Today, more than ever, travelers are basing their travel decisions on what they read on review sites like Tripadvisor and Yelp.  More often than not, customers will make their decision whether to book with you or another hotel solely from reading online reviews.  Customers may be so convinced as to what these reviewers have to say about your hotel that they won’t even bother to visit your hotel’s website.  Others will directly search for your hotel and go to the website to look for what they need.  From there the research continues and the consumer will visit reviews sites to figure out what the reality of the stay is from a guests’ perspective.  Some consumers have the belief that websites may not come off as truthful or accurate as the actual hotel experience because of all the hype and marketing fluff on the site.  With that said, search engines consider these review sites a vital part of their algorithm.  The reality is, hotels are not the only ones who have control of their brand image anymore.  OTAs, review sites, and travel meta search engines like Kayak and Trivago as well as reviewers all have control of your hotel’s brand image especially in the online sphere.  Studies have shown that more people tend to leave reviews if they’ve had a bad experience than a good one.  That being the case, it is important to follow these tips to save your hotel’s reputation after a bad review: Read more

Published in: ehotelier.com

By: Melody Ciria

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About RezNext

RezNext is the world’s only true Real-Time Distribution Management Solution provider. It empowers hotels to adopt a distribution strategy that simplifies the complex global distribution environment and makes it understandable and manageable. It is integrated with revenue management, operating intelligence and powered with reputation management insights. RezNext’s portfolio of offerings include Rate & Channel Manager, Revenue Management, Online Reputation Management, Website Designing and Web Booking Engine, Mobile solutions, Central Reservation System, Business Intelligence, Property Management System (PMS) two-way connect, GDS and OTA Interface and Loyalty & Feedback Management. Our growing range of solutions can be access by hospitality properties across market segment and size, such as independent hotels, chain hotels, business hotels, resorts, clubs, service and limited service apartments, spas, restaurants and others.
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