The Role of Online Guest Reviews & its integration into Hotel Classification Systems

1. The Role of Online
Guest Reviews
& its integration
into Hotel
Classification
Systems
By Anita Blomberg

2. Online consumer behaviour

3. Online consumer behaviour

4. Online consumer behaviour

5. Correlation

6. Average ranking vs score

7. CategoriesHotelclassification
• Room
• Service
• F & B
• Access
• Services
• Communication
• Bathroom
Guestreviews
• Room
• Service
• F & B
• Location
• Staff performance
• Value for money
• Cleanliness

8. Integration models
CH

9. Recommendations
-on how online
guest reviews can
improve service
quality

10. Impact on hotel performance
• Satisfaction
• Increase rate
• Improve product
RevPAR improvement

11. Impact on service quality
• Transparency
• Reflection
• Surplus invest
• Awareness
• Employee pride
Service improvement

12. Improvement of quality

13. Thank you!
Anita Blomberg
Critical opinion
anita@blomberg.as
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