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

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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