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Tag: online reviews

In 2014, two studies made by TripAdvisor and PhoCusWright reflected the following similar results- 77% of travelers reference reviews before choosing a hotel. 80% travelers read around 6-12 online guest reviews; and 73% look at photos put up by other travelers before booking a room. Online travel reviews have always played an increasing role in the guests’ decisions to stay at hotels. But, hoteliers have only recently begun to understand its significance.

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There are so many functional aspects of running a hotel business successfully, that hoteliers often find it difficult to maintain the standard of their service levels. You need to keep a track of everything that’s happening in all functional areas such as the front office, food, and beverages, housekeeping and more. There’s just a lot on your plate! In this scenario, identifying the gaps in your service may become a challenging prospect. Efficiency comes from being able to visualize everything about your hotel on a single platform so that you can gather actionable insights. This is where guest intelligence comes …

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Customer experience mapping isn’t new. In fact, it’s commonly used in consumer marketing but despite its tremendous benefits, most businesses perceive it as something only large corporations can adopt. Think about Google. Isn’t it a great company? What about Apple, Amazon and Starbucks? You love them too. In contrast, there are companies that you don’t love much.

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As a hotelier, if you have not paid heed to online reviews about your hotel on review websites, it’s time to shift your focus. Because online reviews matter. Every holiday planner considers online reviews as an indispensable source of information while booking accommodation. Customers place more trust on them rather than any marketing effort from your side. Potential guests are turning to Online Travel Agencies (OTAs) and review sites like never before. This is evident from the fact that 97.7% consumers read online reviews from other travelers.

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