Online Reputation Management refers to all the actions a brand takes to monitor and improve its image.
NB: This is an article from TrustYou
It involves tracking what is said about a business online, responding to guest reviews, and building and maintaining a positive online reputation. The image you build online can significantly impact your future bookings and your revenue.
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By effectively managing your online reputation, you increase the chances of getting more bookings, encourage guests to return, and be your brand ambassadors.
A positive online reputation can improve your average daily rate (ADR) and revenue per available room (RevPAR). Guests will be willing to pay more for a hotel with a strong reputation and higher scores than choose a hotel with a slightly lower price. As a result, the ADR and RevPAR will increase, leading to enhanced revenue and profitability.
A hotel actively managing its online reputation can also benefit from upselling and cross-selling activities. When guests have a positive experience at a hotel, they are more likely to be receptive to additional services, such as spa treatments, restaurant reservations, or tours.
What Matters Most for the Modern Traveler
When booking a stay, the modern traveler will look first at the online reviews a property receives. Our research shows that a whopping 95% of travelers scan feedback before booking. Positive feedback and high ratings can help a property stand out and increase bookings. But negative reviews are equally important because consumers look at both sides of the coin before booking.
Travelers read, on average, nine reviews before booking. 57% of feedback they read is positive, and 43% is negative.
Your website is the first stop for travelers wanting to look at your reviews. It’s essential to make an excellent first impression from that first search. Provide relevant and up-to-date information in a user-friendly format that reflects your brand values.
Are you present on any of these platforms? Check how many bookings and reviews you get from each of them. Make sure your profile is updated regularly with relevant and appealing content – and quickly reply to comments during pre-stay or reviews in the post-stay phase.