With this ever-increasing visibility of online reviews, monitoring and managing what guests are saying about your property on TripAdvisor, is vital. Relying on a small number of good reviews in not enough, especially if your competition is actively encouraging their guests to post reviews.

If your competitor’s guests post positive reviews, you may see their property ranked higher than yours, if it’s not already, so why not actively solicit reviews from your guests? There are tools available on TripAdvisor to help you; sign up via “Owners’ Center” on your TripAdvisor listing and benefit from email reminders, review widgets, flyers, and custom reminder cards. You can also actively manage your reputation from here by creating management responses.

Management responses are a critical reaction to negative reviews. How a hotel responds to criticism can sometimes have more influence over a booking decision than the criticism itself. A well-crafted management response can go a long way – it’s a public opportunity to apologize to the guest who posted the review and to show all prospective guests that you have remedied the issue.

Story continues below
Advertisement

It also demonstrates your commitment to improving your hotel and your guests’ experiences.
Putting all these measures in place should not detract from your most important goal – to give your guests a great experience. By taking advantage of the unique insights you get via reviews and by applying this knowledge to improving traveler experience, you are able to achieve your objective at a completely new level.

Hoteliers must address problems travelers identify so they don’t have a negative impact on future guests’ experiences….and your reviews!

Learn more about creating an effective reputation management strategy.

About GlobRes
GlobRes is one of the few companies to offer a full online reputation management service that includes creating management responses to hotel reviews. GlobRes relieves your hotel of the pressure of finding all the mentions of your hotel on the internet and responding appropriately and effectively.