9 Hotel reviews & online Reputation

Question 1

why important

Answer 1

with good rating you will sell more

then you can increase your price

Question 2

importance aspect when taking a booking decision

Answer 2

1. recommendation of a friend 21%

2. hotel review 19%

Question 3

why users read reviews

Answer 3

increase trust for their own booking decision
get impression of how it will look on location
reduce risk / uncertainty

average rating in booking: 8.7
most of review are positive

Question 4

how customer chose hotels in booking et al=

Answer 4

reviews & price are the most important influencers of choice
negative reviews remove you from the choice set
customer prefer to pay a lower price
customer only notice high rating and rankings

Question 5

why guest rate & review

Answer 5

helping the hotel
helping the guests
feels good when i can tell other / self motivation
not important: venting negative feeling

Question 6

a hotel gets positive reviews when..

Answer 6

it delivers good quality
exceed the guest’s expectations
the guest is positively surprised
the guest has the feeling of having a special experience of worth telling others

Question 7

when responding to bad review..

Answer 7

try to answer question that ask someone who read the review

1. thank the guest for the review and the necessary time to write it.
2. reassure the guest that you understand him and take his feelings seriously
3. apologize honestly if the described negative aspects are true.
4. offer a simple, short explication of why the criticized aspect exist /occurred
5. reassure the guest that all steps have been taken to resolve the problem
6. offer a direct contact between the guest and the hotel in oder to correct the situation
7. close your comment by focusing on one of the positive aspects of the review - so that your comment end positively