Comments on: Should hotels respond to online reviews (part 1)? http://londonhotelsinsight.com/2009/12/07/how-london-hotels-respond-to-online-reviews-part-1/ Inside information on London hotels Mon, 21 May 2012 07:02:26 +0000 hourly 1 http://wordpress.org/?v=3.2 By: Tips on dealing with bad hotel reviews | London Hotel News | Official daily news on London hotels | http://londonhotelsinsight.com/2009/12/07/how-london-hotels-respond-to-online-reviews-part-1/comment-page-1/#comment-6633 Tips on dealing with bad hotel reviews | London Hotel News | Official daily news on London hotels | Thu, 13 Jan 2011 05:36:53 +0000 http://londonhotelsinsight.com/?p=4641#comment-6633 [...] by the best London hotels – as highlighted in a double feature by London Hotels Insight on best practice in responding to online reviews. tweetmeme_style = [...] [...] by the best London hotels – as highlighted in a double feature by London Hotels Insight on best practice in responding to online reviews. tweetmeme_style = [...]

]]> By: Can you trust TripAdvisor London hotel reviews? | London Hotel News | Official daily news on London hotels | http://londonhotelsinsight.com/2009/12/07/how-london-hotels-respond-to-online-reviews-part-1/comment-page-1/#comment-4455 Can you trust TripAdvisor London hotel reviews? | London Hotel News | Official daily news on London hotels | Thu, 02 Dec 2010 07:10:02 +0000 http://londonhotelsinsight.com/?p=4641#comment-4455 [...] The article reveals that the key driver of TripAdvisor’s popularity ranking is the number of recent reviews. Users should be wary however and “review the reviewers” as well as account carefully for cultural differences and management responses. [...] [...] The article reveals that the key driver of TripAdvisor’s popularity ranking is the number of recent reviews. Users should be wary however and “review the reviewers” as well as account carefully for cultural differences and management responses. [...]

]]> By: Sam http://londonhotelsinsight.com/2009/12/07/how-london-hotels-respond-to-online-reviews-part-1/comment-page-1/#comment-3046 Sam Thu, 23 Sep 2010 20:02:53 +0000 http://londonhotelsinsight.com/?p=4641#comment-3046 Personally, I swear by trip advisor, I see it as the Holy Grail and will not book a holiday without checking out the reviews. From a general perspective, I am sure I can speak for many readers when I say that customers are fed up of seeing the holiday brochures that show 4 & 5 star hotels. Then you arrive and it is not as it seems, by then you have spent alot of money and there is little that you can do. The flip side, I am sensible enough to realise if someone has a bad experience, they will give the hotel a poor rating, equally some give it an extremely high one. I always read both extremes, taking note of the reoccurring themes. i.e. unable to sleep to due building work outside, limitations on what is supposed to be "all inclusive", lots of children out of control. I agree there are some malicious ones, but Trip advisor are not responsible, the onus is on the hotel to provide a good service, which will in turn minimise negative reviews Personally, I swear by trip advisor, I see it as the Holy Grail and will not book a holiday without checking out the reviews. From a general perspective, I am sure I can speak for many readers when I say that customers are fed up of seeing the holiday brochures that show 4 & 5 star hotels. Then you arrive and it is not as it seems, by then you have spent alot of money and there is little that you can do.

The flip side, I am sensible enough to realise if someone has a bad experience, they will give the hotel a poor rating, equally some give it an extremely high one. I always read both extremes, taking note of the reoccurring themes. i.e. unable to sleep to due building work outside, limitations on what is supposed to be “all inclusive”, lots of children out of control.

I agree there are some malicious ones, but Trip advisor are not responsible, the onus is on the hotel to provide a good service, which will in turn minimise negative reviews

]]> By: Hotels responses to reviews: what’s appropriate? http://londonhotelsinsight.com/2009/12/07/how-london-hotels-respond-to-online-reviews-part-1/comment-page-1/#comment-723 Hotels responses to reviews: what’s appropriate? Wed, 23 Dec 2009 09:51:26 +0000 http://londonhotelsinsight.com/?p=4641#comment-723 [...] to our RSS feed. Thanks for visiting!Partner Londonhotelinsight have posted an article recommending suitable responses by hotels to reviews. The article is both well written and useful, considering that online reviews can be very [...] [...] to our RSS feed. Thanks for visiting!Partner Londonhotelinsight have posted an article recommending suitable responses by hotels to reviews. The article is both well written and useful, considering that online reviews can be very [...]

]]> By: Los negocios de TripAdvisor « tourism2.0andnews.es http://londonhotelsinsight.com/2009/12/07/how-london-hotels-respond-to-online-reviews-part-1/comment-page-1/#comment-721 Los negocios de TripAdvisor « tourism2.0andnews.es Tue, 22 Dec 2009 03:56:14 +0000 http://londonhotelsinsight.com/?p=4641#comment-721 [...] un estudio de TripAdvisor/MarketMetrix un 85% de los hoteles no sabe cómo responder ante una crítica negativa realizada online. Se sabe que a la gente le gusta utilizar este sitio, pero también se sabe que muchas veces no se [...] [...] un estudio de TripAdvisor/MarketMetrix un 85% de los hoteles no sabe cómo responder ante una crítica negativa realizada online. Se sabe que a la gente le gusta utilizar este sitio, pero también se sabe que muchas veces no se [...]

]]> By: Should hotels respond to online reviews (part 1) « TripSourcing Blog http://londonhotelsinsight.com/2009/12/07/how-london-hotels-respond-to-online-reviews-part-1/comment-page-1/#comment-705 Should hotels respond to online reviews (part 1) « TripSourcing Blog Tue, 15 Dec 2009 12:22:13 +0000 http://londonhotelsinsight.com/?p=4641#comment-705 [...] is post from London Hotels Insight. He gives some case studies how a couple hotels are doing this well with online [...] [...] is post from London Hotels Insight. He gives some case studies how a couple hotels are doing this well with online [...]

]]> By: Tips for hotel management responding to guest reviews http://londonhotelsinsight.com/2009/12/07/how-london-hotels-respond-to-online-reviews-part-1/comment-page-1/#comment-704 Tips for hotel management responding to guest reviews Tue, 15 Dec 2009 07:38:25 +0000 http://londonhotelsinsight.com/?p=4641#comment-704 [...] story originally ran on London Hotels Insight. Thanks to Rajul for posting it here. Related posts:Beating Negative [...] [...] story originally ran on London Hotels Insight. Thanks to Rajul for posting it here. Related posts:Beating Negative [...]

]]> By: Rajul http://londonhotelsinsight.com/2009/12/07/how-london-hotels-respond-to-online-reviews-part-1/comment-page-1/#comment-680 Rajul Mon, 07 Dec 2009 15:03:54 +0000 http://londonhotelsinsight.com/?p=4641#comment-680 Thanks for your great comment Jeffrey. I also appreciate the link you provide to the Rathsallagh House guest comments on TripAdvisor. That is clearly another hotel which provides very personal responses that recognise guests as individuals and not just numbers. Thanks for your great comment Jeffrey. I also appreciate the link you provide to the Rathsallagh House guest comments on TripAdvisor. That is clearly another hotel which provides very personal responses that recognise guests as individuals and not just numbers.

]]> By: Jeffrey Epstein http://londonhotelsinsight.com/2009/12/07/how-london-hotels-respond-to-online-reviews-part-1/comment-page-1/#comment-679 Jeffrey Epstein Mon, 07 Dec 2009 14:39:56 +0000 http://londonhotelsinsight.com/?p=4641#comment-679 This is a very timely and noted topic. You very much hit the money on why hotels should respond to negative comments. But they must be sincere. I believe that sites like Trip Advisor can be helpful in helping travellers decide on a hotel. They have created a platforn that provides for a dialog between past guest reviewers as well as for the hotels. To this end, hotels should use the positive reviews to expand on their products and services and better explain what is on offer. This is especially true of 'experiential hotels'. Rathsallagh House in Ireland, I think does a very good job of this. See http://bit.ly/7bU2GA - By using Trip Advisor in this way it becomes another form of social networking. Keep up the good work. Look forward to part 2. This is a very timely and noted topic. You very much hit the money on why hotels should respond to negative comments. But they must be sincere. I believe that sites like Trip Advisor can be helpful in helping travellers decide on a hotel. They have created a platforn that provides for a dialog between past guest reviewers as well as for the hotels. To this end, hotels should use the positive reviews to expand on their products and services and better explain what is on offer. This is especially true of ‘experiential hotels’. Rathsallagh House in Ireland, I think does a very good job of this. See http://bit.ly/7bU2GA – By using Trip Advisor in this way it becomes another form of social networking. Keep up the good work. Look forward to part 2.

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