Last updated on 19 Jan 2023
Why Do You Need Online Reputation Management?
Word of mouth matters and review websites are the best version of word of mouth in the online world. Preserving the reputation or image of your hotel has become extremely important. According to the latest TripBarometer study by TripAdvisor, 9 out of 10 travelers said that reviews were important in their purchasing decision.
How Should You Respond?
Your responses on OTAs and TripAdvisor should be carefully written. Responses must not contain inappropriate language or misinformation.
Some things you should focus on:
- Accept feedback — acknowledge what the guest experienced
- Focus on the positive points and happy experiences
- Apologize — sincerely when warranted
- Address complaints — specifically and constructively
- Ensure the guest that action or corrective measures will be taken
Tools for Managing Reviews
Reviews are now everywhere — TripAdvisor, Expedia, Agoda, MakeMyTrip, HolidayIQ, etc. Consider using reputation management tools that can help you take care of ORM on different platforms in one go.
You can also catch guests who have written about you on various social media platforms such as Facebook, Twitter, Instagram, and Google. You can find them by simply setting up a Google alert or using Social Mention.
Prevention Over Cure
An interesting study by Market Metrix shows a negative tilt:
"When it comes to your reputation, social media can't create it, it can only perpetuate it. Trying to mend your reputation after someone has posted a negative review is missing the point… By the time a negative review is posted you're doing damage control, not reputation management."
