Top Tips for Dealing with Hotel Online Reviews

Posted by John Shortall on July 19, 2017 at 7:30 AM

Today's travelers have access to more information than ever before. Travelers have always used word-of-mouth reviews to make decisions about where to stay on their journeys. Today, online reviews sites make word-of-mouth testimonials much easier to come by. Your hotel will have to be active on these reviews sites if you are going to win bookings and increase your revenue.

Topics: Hotel Marketing, Online Reputation, Online Review

The Importance of Hotel Reviews – Infographic

Posted by Mary Smith on June 15, 2017 at 9:00 AM

This is a guest post from The Europe Hotel & Resort, one of the most popular five star luxury hotels in Ireland.

People i.e. visitors and tourists now have the ability to make a substantial difference to a hotel or a restaurant’s business through the power of a review. The digital marketing team for The Europe Hotel & Resort have put together an infographic outling the many aspects to online reviews and how hotels can find the right way to deal with them.

Topics: Online Reputation, Online Review, Guest Satisfaction

Welcome Home - Shinta Mani Rising from the Ruins

Posted by Helena Murphy on March 28, 2016 at 5:42 PM

The travel industry has been one of the fastest growing industries in the past twenty years in spite of crises and strained political relations around the globe. To date, developing countries have not profited much. While a growing number of tourists are visiting developing countries, that does not necessarily lead to improved standards of living. More hoteliers thankfully are stepping up and increasingly getting involved in sustainable tourism. We look at how Cambodia, and one property in Siem Reap, Shinta Mani, has built what TripAdvisor considers its #2 Hotel in the world, from the ashes of the brutal Khmer Rouge.

Topics: Online Distribution, Online Reputation, Non-profit, PMS

How to get your guests to book direct on their next stay

Posted by Helena Murphy on February 25, 2016 at 8:00 AM

Online Travel Agencies like Expedia, KAYAK Hotels.come are finely run machines who's primary goal is filling empty rooms. They're now the first port of call for travelers, who often bypass the hotel and go straight to these competitor analysis sites to make sure they're getting the best deal. It's easy to begrudge the listing and commission fees when in many cases much of the customer information is withheld. The upside of these sites is of course awareness and bookings through OTAs, once you have them in the door you have to take every opportunity to build the guest relationship so that they'll come direct the next time. Here are some tips to try and encourage them to stay with you the next time they visit.

Topics: Online Reputation, Partnership, Competitive Advantage, Online selling

4 ways to protect your guests information

Posted by Helena Murphy on January 28, 2016 at 11:30 AM

Today, January 28th, is data protection day. For too long, the hotel sector has been viewed as a soft target by hackers seeking to steal guest data. While some hoteliers take guest data security seriously, there are still too many operators using inadequate technology and processes to fully protect data. We've seen plenty of stories of serious data breaches creeping into the news on a regular basis and the hotel industry hasn’t escaped attention. Large organizations such as Wyndham Worldwide Group, Radisson Hotels Group, Tripadvisor and Facebook have been hit in recent times and have received the type of publicity no business needs.

Topics: Online Reputation, Partnership, Credit Cards, Data Protection

[Wrap-Up] The Independent Hotel Academy - San Francisco session

Posted by Sophie Gallet on November 23, 2015 at 7:00 AM

Last Tuesday, we hosted our first Independent Hotel Academy session in San Francisco, in our headquarters.

We gathered hotel industry and technology experts: Christina Norair fron RevinateDan Yacker from Duetto and Nadim El Manawy from Frontdesk Anywhere

New technology available for independent hotels to compete with larger chains, best practices for room pricing and guest engagement were some of the topics discussed during the educational event.

Topics: Revenue Management, Online Reputation, Direct Booking, Independent Hotel, Hotel Management, Free Event, Hotel Technology

[Wrap-Up] The Independent Hotel Academy - Florida sessions

Posted by Sophie Gallet on September 10, 2015 at 8:30 AM

In August, we held the first sessions of our Independent Hotel Academy with three best of breed partners: Revinate, Duetto & TripTease.

It was an exciting opportunity to learn both from experts in online reputation, revenue management, channel and online distribution, and general hotel management, but also from independent hoteliers’ unique experiences and visions.
We’d like to thank all the participants who made the events a success, and convinced us we should host more educational seminars in the States and beyond.

For those of you who couldn't attend the event, get ready as we’ll release the dates for the next events soon. Follow us on LinkedIn, Facebook (you'll find pictures of the events there too) or subscribe to our blog to get the invitations.

In the meantime, I'd like to share with you some of the key takeaways I gathered from this session of the Independent Hotel Academy:

Topics: Revenue Management, Online Reputation, Direct Booking, Independent Hotel, Hotel Management, Free Event, Hotel Technology

16 Ways to Handle Bad Online Reviews

Posted by Ardalan Zandian on August 31, 2015 at 7:30 AM

Every hotel manager knows that when a guest has a problem, the experience of resolving the issue has a profound impact on future purchases. This effect has been amplified as social media and web review sites enable customer service experiences to be widely shared with almost everyone. In fact, a 2013 survey by Zendesk found that customers are much more likely to leave a bad review on social media than they are to sing its praises. It is well understood in hospitality that "100 awesome deeds will go unrewarded online but screw up once and it is shared on TripAdvisor."

That is why getting positive online reviews on sites like Yelp, TripAdvisor, and even Google Map List (Google Plus Local) is vital, particularly as pertains to new customer acquisition. While no one wants to get negative reviews, they sometimes happen. Here are 16 ways to deal with them should they occur:

Topics: Online Reputation, Online Review, Yelp, TripAdvisor

Storytelling Through Facebook Images: 8 Actionable Tips for Hoteliers

Posted by Ardalan Zandian on August 6, 2015 at 7:30 AM

On July 29, 2014, a fundraiser and awareness campaign for the ALS Association named "The Ice Bucket Challenge" took social media by storm. There were many different elements that made that campaign to go viral (you can read more about "What Can the Hospitality Industry Learn from the Ice Bucket Challenge?"). One of them was the way that the ALS story was being shared. Everyone understood the power of a good story and they all contributed in the new area in storytelling using social media. 

Every hotel, every brand, and every person has a story to share, and visual storytelling via social media has become the most effective way of sharing your hotel's brand message and engaging with your guests.

Topics: Online Reputation, Social Media, Guest Experience, Storytelling

Yelp is Cracking Down on Review Fraud. What Can Hoteliers Learn?

Posted by Ardalan Zandian on June 25, 2015 at 7:30 AM

The popular review site Yelp is trying hard to crack down on review fraud. They are actively looking for businesses that are trying to buy reviews and alerting visitors to Yelp! of the potential fraud. This is important because it enhances the integrity of the review process. Yelp's actions offer serious lessons for hoteliers trying to encourage guests to leave positive reviews and deal with potentially false reviews of their establishment.

Topics: Online Reputation, Online Review, Yelp

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