reputation

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

Guest feedback is a gift. As a hotelier, you can’t be everywhere at all times, so you rely on guests to share what they’re thinking, experiencing and feeling

It is important to ask guests for feedback, not only so you can publish great reviews but also see areas you might be lacking in, and then improve

Our customers have moved away from judging our product or deciding on where to stay based on star rating. We now have 3 very distinct customer types

Even though review volume in APAC is down, so did the management response rate slightly. However, APAC remains the top of the class in responding to reviews

Responding to reviews should still be a key task for hoteliers. Every review response should be personalized as they are publicly available for all to see

Guest satisfaction is an key indicator for hotels. High guest satisfaction leads to increased customer retention rates, minimizing acquisition costs

You want to receive reviews from your guest, but they do not know that you would like to receive some feedback about their stay

Researchers recognize when travelers leave a review, their opinion can be offered in two different ways – an explicit opinion or an implicit opinion