Guest reviews and its impact on the hotel industry

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Hotel managers often use social media and review sites such as TripAdvisor to obtain guest reviews on hotels they have stayed in. Most managers would notice the negative reviews often outweigh the positive reviews. Why is that? Well it simple, Unhappy guest that leave the hotel are going to remain unhappy. In short plain monitoring and replying to guests reviews and feedback with apologies on these sites is not going to do any good. Just observing and not acting can only help hotel management so much. So what can managers do?

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Guest reviews and its impact on the hotel industry

  1. 1. GuestReviews & The HotelIndustry
  2. 2. The Common Practice • Questionaires • Online Review Sites • Face To Face InteractionAre They Really Effective ?? WHY ?
  3. 3. LimitationsCan Respond To Reviews But Not Change Them
  4. 4. Limitations Cont’d Reviews Are NeverReceived By Management
  5. 5. Clueless Management
  6. 6. Other Limitations• Inability To Act In Time• Inability For 1 on 1 Interaction Between Guests and Managers• Rating Sites Like TripAdvisor Links To OTA Sites Instead Of Individual Hotel’s Booking Sites. (Loss Of Revenue)
  7. 7. Guest Review - A New Approach Example: The ECO Tool• The Ability To Act In Time• Responding To Guest Needs On Site• Guests Leave The Hotel Happier
  8. 8. Guest Review - A New Approach Example: The ECO Tool Skips The Middle-Man.Reviews/Feedbacks Goes Straight To Management Opens A 1 on 1 Communication Channel With GuestsTalk Directly To Unhappy Guests
  9. 9. Guest Review - A New Approach Example: The ECO Tool Guest Receive Rewards For Feedback.Example: Discount On Next VisitEncourages Direct Bookings With Hotel. Eliminates OTA Sites
  10. 10. Personal Experience - The Final Outcome• Overall Increase In Positive Guest Reviews.• Management Knows Each Individual Guest Better• Increase Revenue For Hotel Due To Increase In Direct Hotel Bookings

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