A Reputation Management Primer for Hotels: Answers to Your Top 13 Questions
By Josiah MacKenzie Vice President , ReviewPro | November 07, 2010
In today's ultra-networked world, you are only as good as your reputation. Your guests are telling your story, and no amount of PR or advertising can stop this.
It doesn't matter how much you embrace social media: you cannot afford to ignore reputation management. Reputation management for hotels often focuses on reviews written by guests on sites such as TripAdvisor, but also involves monitoring other websites and networks.
In this article, we address some of your top questions on this topic, and include some thoughts from Brian Payea, trade relations manager at TripAdvisor.
1. Why should I be concerned about negative hotel reviews?
Consumers trust other consumers. Your potential future guests will be listening to what your past guests had to say. This is first created by the experience you're providing, but it requires you to be listening to what these people are saying about that experience.
Knowing exactly what your guests are talking about helps you take appropriate action. Many times, negative reviews require action at an operations level, so it helps to have a system in place for sharing this information with the management team.