Love it, hate it, respect it or loath it, TripAdvisor is a goliath of the travel industry and affects your hotel whether you know it or not.
Because of its influence, we have written several articles about TripAdvisor and what hoteliers need to know about the platform to make the most of it to promote their hotel. Here is a round-up of eight of the top things about TripAdvisor hoteliers need to know:
#1: How TripAdvisor calculates your ranking
When a tourist searches for hotels in a certain area, TripAdvisor shows the hotels in a list, but the order of the list isn’t random – it is determined by a hotel’s ranking as measured by TripAdvisor’s popularity index algorithm (which was recently updated, mainly to level the playing field between new and established hotels). Your popularity isn’t simply determined by how many bubbles you get in your reviews it is also influenced by how many reviews you get and how recently your hotel was reviewed. Find out more about what determines your ranking and how you can improve it.
#2: Real reviews, even when negative, are beneficial to your hotel
Articles praising or questioning the integrity of TripAdvisor reviews frequently appear in travel trade publications, and there is even an entire industry geared towards unfairly (and sometimes illegally) manipulating business’s TripAdvisor rankings. What the unethical hoteliers that engage in these practices seem to forget, however, is that honest reviews, even when negative, can provide valuable business intelligence, and can even act as a catalyst for you to boost your online reputation. Find out more about how honest online reviews can help your hotel succeed.
#3: Users will think more highly of your hotel if you respond well to negative reviews
Negative feedback is a part of the hospitality industry. Things do go wrong, milk gets spilt, and you can’t please all the people all the time. However, the manner in which you deal with criticism is often far more important than the criticism itself – especially when you are dealing with it online for all the travellers of the world to see. The “three Rs” technique – react, respond and repair – can help you to manage negative reviews so that they don’t damage your online reputation.