News and best practices for hospitality professionals
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
5 Ways Hotels are Screwing Up Guest Engagement: How You Can Get it Right
You would think guest engagement is simple. They already like your brand enough to book a room. Now you just need to send them the right messages at the right time and the rest will just take care of itself, right? If that were really the case, hotels would be owning more of the guest … Continued
Exclusive Insights: Top 5 Globally Trending Topics in Guest Reviews
For the tens of thousands of hoteliers who use Revinate Reputation, sentiment analysis is crucial for helping them understand which services and amenities are most important to their guests. In doing research for this article, we looked at more than 200 topics extracted from more than 58 million reviews in 2016 and 2017 to understand … 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
