The most inﬂuential source of information for people booking leisure travel is now online review sites. If you aren’t actively monitoring what customers are saying about your hotel online, you need to make it a priority. Hotel business is being won and lost every day because of user generated travel reviews and social media mentions.
In fact, a recent global study of the hotel industry found that while “location” is an important reason why guests select a particular hotel, it is the guest experience that has the most inﬂuence on hotel selection. In this connected age, it has never been easier for guests to share their hotel experiences with friends, social networks and every other traveler who researches hotels online.
Because there are many review sites, and because each site has different guidelines for hoteliers, we created this document as a primer on each key source of reviews. Additionally, because we’re often asked for guidance on responding to reviews and increasing review volume, we partnered with Daniel Edward Craig, a leading voice on the best social media practices for hoteliers, to outline proven best practices.