How do Tripadvisor and social media reviews affect your business?
There’s no getting away from it. Everyone who’s anyone has an opinion. And they’re not scared to voice or write it. From Tripadviser to Igougo, the world of social media (web 2.0) has reinvented the internet. No longer are optimistic shoppers tentatively booking a well written retreat. Savvy searchers are more likely to look up their dwindled down favourites on much loved social sites.
So, how much damage can one poor review do?
The idea of the sites mentioned, is to allow visitors to submit an unbiased account of their experience. Reviews however, would need to be taken with the proverbial pinch of salt. After all, every establishment suffers from days of understaffing, technical hitches and differing opinions. The question is, how understanding are readers?
Many travel sites are offering establishments the chance to respond to reviews, to establish why bad practice, frayed tempers or ill management was experienced and offer solutions. It’s also good practice to respond to all reviews, giving personalised replies ie ’I’m pleased you enjoyed your spa session and use of the swimming pool. Please accept my apologies for inconvenience caused by the air conditioning system. We are looking into the issue as guest comfort is of paramount importance …’
More and more travel booking engines are incorporating reviews within the hotel profile, so it’s important for hotels to provide an exceptionable and memorable experience.
By Christina Giliberti |
