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New Guest Review System For Hospitality – Industry First

Lodging Interactive, an award winning Interactive and Social Media Marketing Agency exclusively servicing the hospitality industry, today announced the introduction of its Guest Review System designed for hotels, restaurants and spas. The Guest Review System enables hospitality companies to manage and display consumer reviews on their own websites and blogs.

"The time has come for hotels to take control of their guest reviews and to stop sending potential guests to third party review websites where they may never return or worse, book a competitor’s property,” said Mr. DJ Vallauri, Lodging Interactive's Founder & President. “Market research continues to support the fact that over 75% of online travel buyers will consider consumer reviews prior to making their online travel purchase. This trend is not going away and hoteliers have told us they need more control over the guest review process.”

 

Guest Review System

 

The Guest Review System is a web based review management system that empowers hotels to collect their own guest reviews and post management responses on their websites. The Guest Review System lets consumers post their comments and score their hotel experiences based on service attributes. Additionally, consumers can share their guest reviews on their Facebook wall and their network of friends. Hotels are notified in real-time of new guest reviews and have the ability to validate guest stay information before reviews are posted on their website.

“We all continue to read about the authenticity of many of the guest reviews on the third party review websites. The New York Times recently reported on individuals and offshore companies established to post fake reviews…in some cases negative reviews about competitors, it’s just getting out of hand,” added Mr. Vallauri. “Our Guest Review System gives back the control to the hotelier where they can validate a guest’s authenticity before the comment is posted on their website.”

"Our Guest Review System is a low cost turn-key system any hotel can use to manage their guest reviews. There is no programming required and hotels can be up and running in 10 minutes,” added Mr. Vallauri. “We offer a free trial and there is no contract to sign and hotels can cancel anytime.”

Google, TripAdvisor redefine roles in distribution

"Although the most recent changes to the distribution landscape might not directly affect day-to-day operations today, experts say hoteliers should pay close attention as major players in the space are making moves that could shape the future."

Read the full article at www.hospitalitynet.org

How to manage your hotel’s online reputation

"Everyone’s got an image to protect. As the hotel industry becomes increasingly subjected to the world of customer reviews, hoteliers have developed a term for protecting that image – it’s called “managing your online reputation.”

Read more at www.hotelmarketing.com

TripAdvisor survey reveals hotel marketers plans to attract travelers in 2011

"TripAdvisor announced the results of its first annual survey of more than 1,000 U.S. accommodation owners – hoteliers, B&B owners and innkeepers – who revealed their plans to attract travelers in 2011 and increase repeat customers.

According to the TripAdvisor survey, most property owners expect room rates will either hold steady (51 percent) or decrease (four percent), while 45 percent expect rates to increase. Yet, owners appear to be investing in their properties, as 61 percent said they are planning renovations to the interior of their properties in 2011. Forty-two percent of survey respondents said they are planning renovations to the exterior of their properties this year.

Most owners also appear to be embracing online engagement with consumers, as 57 percent expect their social media marketing budgets to increase this year versus last year. Thirty-seven percent with social media budgets expect them to stay the same, and only six percent anticipate social media budget cuts. Meanwhile, virtually all owners surveyed (99 percent) plan to respond to online guest reviews."

Read the full article at www.hotelmarketing.com

TripAdvisor ‘despicable’ as reviews row escalates

"The website that compiles millions of holidaymakers' star ratings could face legal action, reports Kira Cochrane.

In quiet moments, Jared Blank likes to kick back by looking at reviews of the world's greatest hotels on TripAdvisor. Specifically, the terrible reviews.

Blank is a long-time analyst of the travel industry and a user of TripAdvisor – the consumer review site that has become one of the world's biggest travel resources, attracting 41.6 million users a month and featuring 40 million reviews of hotels and restaurants worldwide. But the pettiness and hysteria of some of the complaints baffle him.

''No melon is ever ripe enough for people on TripAdvisor,'' he says. ''There are hotels that rate in the top five in the world and people are still complaining. I'm always shocked by the comments: from the quality of the fruit to the mobile-phone reception on an island in the middle of nowhere, to whether the person on the front desk was smiling sufficiently upon their arrival. It blows my mind.''

Read the full article at The Sydney Morning Herald

TripAdvisor gets thumbs-up for getting down and dirty

"While many see it as a ploy to generate attention, TripAdvisor — a website that promotes hotel reviews submitted by actual guests for fellow travelers — has received a thumbs-up from hotel and hygiene experts for its recently unveiled list of 10 dirtiest U.S. hotels.

The list was created by tabulating hotels with the lowest cleanliness ratings in members’ 2010 reviews, said Brooke Ferencsik, U.S. director of communications for TripAdvisor. Another, lesser factor, he said, was poor cleanliness ratings received in previous years’ reviews…(continued)

…“More than seven out of 10 travelers in the U.S. participate in social media. Clearly social media are powerful and credible, and user reviews resonate,” (Henry Harteveldt, travel analyst for Forrester Research)

Read the full article at: www.msnbc.msn.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

TripAdvisor urges hoteliers to challenge user reviews

"At the company's first master class event in London, TripAdvisor said not enough hoteliers are challenging negative reviews made online by customers. By responding to negative reviews, you are showing great customer service. It shows you care about your customers and are more likely to look after them when they stay."

via www.hotelmarketing.com

Welcome to the future, where hotel operations and marketing are one

It is official; the walls on every hotel worldwide are now made of glass
and are completely transparent; the outside world can now see into your
hotel lobby and witness how real guest are treated in the real-world
daily. For those who thought that TripAdvisor had revolutionized the
hospitality industry, be assured that we have so far only seen just the
beginning.

Read more via www.hotelmarketing.com