TripAdvisor Says Google Won’t Stop Using Its Content

TripAdvisor LLC says Google Inc. has refused its requests to stop using content from TripAdvisor.com, the travel information and reviews site, on Google services that could compete with TripAdvisor.

In an interview this week, Chief Executive Stephen Kaufer said talks between his company and Google broke down after the Internet search giant said it would continue to include TripAdvisor’s user-generated reviews of businesses such as hotels in its Google’s Place pages and Hotpot business-reviews service. Mr. Kaufer said those services compete for Web traffic with his company’s site.

Read the full story at The Wall Street Journal

Google Places With Hotpot launches on the iPhone

"Google Places With Hotpot allows you to search for locations nearby based on a number of categories like restaurants, coffee shops, hotels, ATMs and tourist attractions. As with services like Yelp, you’re able to see top-rated locations nearby, rating and reviewing directly from your phone."

Read the full article at www.hotelmarketing.com

How Travelers Use Social Media

"Many travelers turn to social sites when planning a trip, to find destinations, deals and advice and reviews from other travelers on where to stay and what to do. And social media venues are critical to sharing photos and stories about trips after the fact. But as the sites become more important to travelers’ lives in general they are increasingly taking social media with them while they’re away as well."

Read the full article at www.emarketer.com

How to use negative reviews to effect positive change in your hotel

"With the increasing popularity of user-generated reviews, hoteliers may lament the loss of control over what is being said about us online, but we’re still in full control of how we react. In his latest article, Daniel Edward Craig offers some suggestions for using negative reviews to effect positive change in your hotel."

Read the rest of the article on www.hotelmarketing.com

TripAdvisor upset over lost Google traffic

"TripAdvisor, whose top source of traffic is Google, acknowledged that its traffic from Google dropped by more than 10%, on a seasonally adjusted basis, since mid-October – just before Google announced the latest change to the way its search engine shows information about local businesses."

via www.hotelmarketing.com

More on TripAdvisor blocking Google

"If you're looking for an explanation for TripAdvisor shunning the potential of reaching out to Google's many visitors, it helps to examine its family tree, writes The Motley Fool, in linking the event with Expedia's recent activities around FairSearch.org."

Read more on www.hotelmarketing.com

Google Places blocked from using TripAdvisor reviews

"Now here is an interesting development – Google is no longer able to stream in reviews from TripAdvisor to Places pages after the user review giant blocked it.

TripAdvisor confirmed the move today in an email, stating that while it continues to evaluate recent changes to Google Places it believes the user does not benefit with the “experience of selecting the right hotel”.

“As a result, we have currently limited TripAdvisor content available on those pages,” an official says.

The only mention at this stage is of Google Places – but this could quite feasibly extend to Maps or elsewhere (an initial search found no TripAdvisor reviews on Google Maps).

TripAdvisor reviews of hotel properties, alongside reviews from other providers, were streamed in as part of bitesize summaries of individual reviews, with a link to follow in order to read the full review on the TripAdvisor site."

Read the whole article at www.tmooz.com

The New Rules of Handling Customer Complaints

"Want some old advice? The customer is always right. Okay, now you can stick that in your pocket. Today's best service entrepreneurs are looking beyond old axioms in relating to customers. That's because today's best customer service isn't something that can be faked: it's personalized and it has a personality. Do you have the certainty you can harness all the feedback customers will give your company, act on it, and keep your best customers coming back for more? We've compiled highlights of new expert tips from articles in Inc. and guides on Inc.com to help you take a fresh look at making your customers happier and your business better."

Read the complete article at www.inc.com