Category: online reputation management


A Deep Dive into 2017’s Top 5 Globally Trending Topics

Recently, we published an article on the top five globally trending topics in online hotel reviews to help hoteliers understand which services and amenities mattered most to guests in 2017. In this article, we drill down on each topic’s sentiment (positive and negative) to provide hoteliers with some actionable advice for improving guest satisfaction.   … Continued


Data-Driven Tips for Survey Success in Asia Pacific

We recently shared the analysis of more than eight million survey responses from over 3,500 global hotel customers to understand what drives survey completion rates. This time around, we’re focusing on survey responses across more than 1,100 hotel customers in the APAC region to understand any differences compared with the global averages. With all the … Continued


One Example of How NOT to Respond to Negative Reviews

The owner of a tapas restaurant recently posted an 895 word response on TripAdvisor after a customer criticized its portion sizes online. The hungry customer wrote a short review about the restaurant in Huddersfield, a large market town in West Yorkshire England, but said it “wasn’t worth the drive” after traveling 50 minutes there. The … Continued