Over the past decade, social media websites like
Facebook, twitter, instagram have revolutionized.
Hotel business owners accept the truth that
importance & focused approach to social
media can help creating a big brand.
It also allows a wider market expansion.
Helps to drive sales, maintain better
relationships with customers.
Social media is an excellent medium to
interact with the customers directly.
Brands that simply display a brochure,
dictate a price – a failure model
With the planned strategy, hotels on social
media are better placed to adapt to the
Nowadays, there is a shift in power
happening from the brand to consumer. It
is all about consumers and not the brand
Consumers engage in the social networking
websites to research about their trips.
They share their own experiences/reviews of
a particular hotel or restaurant.
More than 300 million reviews and opinions
posted on the Trip Advisor website – till
More than 900 million active users on the
Facebook posting updates & sharing images.
Nearly, one-fifth of the leisure travellers
(worldwide) turn to the social networking sites
for travel planning
25% of the customers give importance to the
90% of the travellers state that online reviews to
impact the choice of hotel.
One third of consumers use Facebook to speak
with a customer support representative
Nearly, 50% of consumers think that
Facebook is the quickest social networking
channel to resolve a customer service
Social media is a channel that combines
marketing and transparent customer
Bond (good relationship) with the guests
Maximize your revenue
Reach out to new customers
Good “word of mouth” / review is enough for
the purpose of advertising
Build a craze
Manage your reputation
Branding & promotion
Attract the right audience
Lack of control on the customers feedback
Need a planned strategy
Customer review is considered important
than the original brand name itself
Accidental release of confidential information
Need constant monitoring