This document discusses various online travel agencies and review sites and how hotel managers can respond to reviews on these platforms. It provides examples of positive reviews from TripAdvisor and Facebook for the Hyatt Regency DFW hotel and discusses metrics like the Customer Satisfaction Index used by TripAdvisor to rate reviews. It also briefly mentions policies on responses for Expedia, Hotels.com, Travelocity, Priceline and Booking.com.

1. Online Travel Agencies/ Merchant
Retailers
Opaque
Travel Review Sites

2. BREAK IT DOWN
OTA Opaque Travel Review
Sites
Social Media
Hotwire (part of
the Expedia
family)
Priceline
Expedia,
Hotels.com &
Venere
Orbitz
Travelocity
Priceline

3. EXPEDIA & HOTELS.COM
Responses
can take up to
72 hours to
appear.
Meaning, we
are already
behind 3 days
if we answer
immediately.
Let’s get the
response out
there ASAP…
we’re already
behind!

4. Comments can be posted by
other members of Travelocity.
However, no replies are
implicitly encouraged for hotel
managers.
TRAVELOCITY

5. TRIP ADVISOR
Here are two reviews
that were escalated to
the appropriate
departments.

6. The Customer Satisfaction Index (CSI) rates each review from 0-100
based on 7 key TripAdvisor questions that appear at the beginning of
each TripAdvisor survey: Overall rating, Cleanliness, Location, Rooms,
Service, Value and Recommend. A scoring model uses the ratings on
these questions to create a score from 0-100. Our research, based on
the TripAdvisor review database, indicates that these 7 factors are
highly correlated to guest loyalty.
The CSI score makes it easy to determine which reviews require
immediate action as well as compare results over time and to
competitors.
Green: Hyatt Regency DFW Blue: Adolphus Hotel
Orange: All Dallas Hotels
Customer Satisfaction Index
TRIP ADVISOR

8. Overall trend in ratings Rating
distribution

9. PRICELINE
Aggregate Rating
10 out of 10 rating
from Business,
Couples, and Families
staying with us.
Reviews cannot be
responded to or
commented on.

10. BOOKING.COM

12. SHOUT OUTS!
 A medical emergency resulted in an overnight stay in Dallas. Talk about Texan hospitality! Everyone
we encountered was so helpful, gracios, and kind! My sister and I were on our way to our brother's
funeral in Alaska and ended up in Baylor ER. Spent the night at the Hyatt and everyone went out of
their way to be helpful. Restaurant manager Micheal offered us lunch on him as we waited for flight to
AK. I cannot say enough! Room, staff, and entire experience made a sad trip manageable. Our
thanks to all!
 Loved it, but really was pleased that the Bellman and the Valet worked together to get our flat tire
fixed!!! If it weren't for them, I don't know what we would have done! We came in from Houston. God
bless
 WOW! Great service, great attitudes. And when our group dinner kicked off with a 'Texas Theme' it
was one of the best all-around managed events that I've ever attended.
Bravo, Hyatt Regency DFW!!
 I had a great experience at the DFW HYATT for my Capella Residency! I was exhausted from the
work we did but the hotel was all around great at accommodating me and CJ, on our staff, was
fantastic. He just answered every question, went out if his way to get questions answered I needed
and all around was personable as he should be in his job. Thank you!
 Love the Hyatt Regency DFW! Great staff! Awesome room.