Why do you need Online Reputation Management for your hotel?
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
- Focus on the positive points and happy experiences
- Address Complaints
- Ensure to the guest that action or corrective measures will be taken
Reviews are now everywhere – Tripadvisor, Expedia, Agoda, MakeMyTrip, HolidayIQ, etc. Do try out a few of these tools that can help you take care of ORM on different platforms at one go – Revinate ,ReviewPro, Trust You.
You can also miss out on guests that have written about you on various social media platforms such as Facebook, Twitter, Instagram, Google. You can find them by simply putting up a google alert or using social mention.
Now, on the other hand, an interesting study done by Market Metrix shows this 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.”
Reputation, recommendations and online reviews are now driving more bookings than even location or price. Read more about it here.