guest reviews
Three Customer Service and CX Metrics Every Employee Needs to Understand
Shep Hyken | February 22, 2024
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Commingle360 Converts Social Media Posts into Hotel Revenue
Lodging Interactive | February 21, 2024
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Expert Tips on Creating Long-Term Value From Hotel Guest Surveys
Adam and Larry Mogelonsky | December 6, 2023
By Adam and Larry Mogelonsky Hotel reviews and guest feedback are critical for determining what’s meaningful for the guest. We all understand this, because oftentimes the fixes that will generate the most ROI are not necessarily the most expensive. Call it ‘value engineering’ whereby the more guest feedback you get the more you have to go on to improve operations which then translates into more guest satisfaction, the ability to command higher rates and, ultimately, healthier NOI or property valuations. In this sense, there’s a positive feedback loop between guest feedback and long-term asset value, making the former an instruct...
The Evolving Landscape of Hotel Reviews: Insights and Implications
Neil James | December 1, 2023
By Neil James The Shiji ReviewPro Guest Experience Benchmark Report has become the industry standard in understanding how we as an industry are managing experience. If expectations are being exceeded, guests talk about it positively and inversely; if not, reviews show it. I’ve spent some time going through the latest report, and here are my thoughts on the subject. The hospitality industry is witnessing a transformative era in how reviews and guest feedback shape its dynamics. The Report for Q3 2023 offers a comprehensive look into this evolution, revealing critical insights about the industry’s current state and future trajectory...
Amazon, Booking.com, Expedia Group, Glassdoor, Tripadvisor, and Trustpilot Launch First Global Coalition for Trusted Reviews
Tripadvisor | October 17, 2023
The cross-industry companies are united by a shared commitment to protecting access to trustworthy reviews worldwide, ensuring consumers can make informed purchase decisions NEEDHAM, Mass., Oct. 17, 2023 -- Today, Amazon, Booking.com, Expedia Group, Glassdoor, Tripadvisor, and Trustpilot announced they have teamed up to launch the global Coalition for Trusted Reviews, a cross-industry collaboration committed to protecting access to trustworthy consumer reviews worldwide. Together, members will define best practices for hosting online reviews and sharing methods of fake review detection, aiming to stop fake reviews at the source. The Coal...
Google Hotel Reviews: Everything You Need to Know
Eva Lacalle | September 11, 2023
By Eva Lacalle In today's digital age, online reviews have become an integral part of the decision-making process for travelers. As a hotelier, it’s crucial to understand the impact of guest feedback on your business. This is where Google hotel reviews come into play. In this guide, we’ll explore everything you need to know about Google hotel reviews and provide valuable insights on leveraging them to enhance your hotel's reputation and attract more guests. Why Google hotel reviews matter Travelers rely on Google in their research, planning and booking process. Reviews are one of the first things potential guests see when they sear...
What Your Hotel Needs to Know About FTC’s Stand Against Fake AI Generated Reviews
Lodging Interactive | August 3, 2023
The FTC acknowledges the emergence of generative AI and its potential impact on creating fake hotel guest reviews. The Federal Trade Commission (FTC) is taking a stand against deceptive practices in online reviews and social media metrics. With a proposed formal ban, the FTC intends to crack down on fake reviews, testimonials, and the use of phony followers and views to artificially inflate social media metrics. This means we’ll see a lot more hotels and travel businesses get authentic reviews and followers in the future! This latest move by the FTC builds upon previous actions targeting fake reviews. In 2019, the agency fined a third-p...
How to Stay on Top of Your Guest Feedback
Cendyn | July 21, 2023
When it comes to running a successful hotel, keeping a finger on the pulse of guest feedback is an absolute must. We know the sheer volume of feedback pouring in can feel overwhelming, but trust us, the benefits are well worth the effort. In today’s customer-centric world, guests are no longer satisfied with just a place to lay their heads; they crave a personalized experience that leaves a lasting impression. To deliver that level of service, you need to truly understand your guests – and the best way to do that is by asking them directly. Guest feedback holds the key to unlocking invaluable insights that can drive operation...
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