reputation

Responding to guest reviews is not always the easiest thing to do, especially if they are negative, and there are different ways that you can respond

Revenue managers should regularly compare price positioning with reputation positioning because reputation impacts price elasticity

An eye-opening study shows that a huge 94% of online shoppers stated negative reviews have convinced them to avoid a business altogether

When you finish responding to a guest review, you always want to give the guest a way to reach out and talk with a hotel associate

Concluding any guest conversation on a good note, whether on property or online, allows you the chance to mend the relationship

We look at the impact of ineffective maintenance prevention on hotel costs, guest satisfaction, future revenue and, ultimately, hotel profit

Here are a few ways to capitalize on incremental revenue with existing guests. Most of these tips can also increase guest satisfaction, boosting reputation

When guests research your hotel, they will look for several critical characteristics of your online reviews. You must be aware of these aspects

A smooth guest experience impacts how they feel about your hotel and services and how they engage with it in the future

Evaluate reviews objectively! Is there any truth behind it? It can be tempting to dismiss complaints or think people are unfair. Sometimes they are right