Protecting Your Online Reputation
What happens when that negative review is posted online for all to see? The problem hoteliers face today is that guest feedback is no longer private. Your guests are writing about their experiences at your property on social media and sites like TripAdvisor and Expedia and prospective guests are reading these public reviews before they make their decision to book you. According to a TripAdvisor study, 93% of travellers say online reviews have an impact on their booking decisions.
Responding to both positive and negative reviews offers additional benefits, according to a TripAdvisor study published September 2014. Hotels that respond to over 50% of their online reviews increase their likelihood of receiving a booking by 24%, compared to properties that did not respond to guest reviews.
More details at ehotelier.com