If you trained all employees to expect every guest to write a review, how would that change the way your hotel operates? My guess is that it would drive staff to provide better service and take care of small issues in person, before guests have a chance to complain online. For example, during a recent hotel stay I left my room to get coffee before a morning conference call. When I came back up to [...]

When I talk about online reputation management, I often say that power has shifted to the consumer in the age of social media. While at first this sounds like bad news to the hotelier, it's not. The shift simply means that marketing must be done in a new way. Here is how I like to think about it: in this new age of public reviews and social media, hotel guests now own a critical piece [...]

What if I told you that in less than 2 minutes a day you could find people actively looking for recommendations of places to stay in your city and reaching them was as simple as sending a Tweet or posting a message. Social Media Searches is a feature in Revinate that many clients are using to book real business. They set up searches to try to unearth people looking for recommendations of places to stay [...]

As you know, many online review sites and OTAs now allow managers to respond to reviews. If you follow this blog regularly, or are a Revinate customer, you know that we highly recommend that hotels take advantage of management responses as it's a great way to show customers that you are listening for feedback and that you care about the guest experience. But how many are responding to reviews? In April, TripAdvisor said that 7% [...]

Revinate, the premiere social media solution for the hospitality industry, today announced a major upgrade to its software platform, delivering customers a market-leading solution for in-depth guest sentiment analysis as well as comprehensive, international review site coverage. With this update, Revinate enhances its position as the market leader, accelerates its international expansion, and offers the most advanced, comprehensive set of reputation management functionality designed exclusively for hoteliers. Sentiment Analysis Revinate’s exclusive new sentiment analysis solution [...]

One piece of advice that both Daniel Edward Craig and I give when providing advice to hoteliers about responding to reviews is to keep it brief. While guests might write a mini-tome about their experience at your hotel, you don't have to match them word for word. Your response should send the message that you appreciate the guest's stay, you take guest feedback very seriously and you use it to improve your operations, and that [...]