The Las Vegas Sun today published an article about how hotel GMs are keeping their eye on online reviews and making changes accordingly. The article focuses on the Aria, a new 5-star hotel on the strip that is getting less than glowing reviews and how Jim Murren, CEO of CityCenter’s managing partner, MGM Resorts International is paying attention.
The article reads, “It’s the latest and possibly best example of the power that this type of Internet site puts in the hands of tourists. It is, after all, a way to send instantaneous feedback and opinions around the globe.”
For those of us that have been advocating close monitoring of reviews since TripAdvisor began to gain in popularity, it’s hard to believe that this is news. Shouldn’t all CEOs, GMs and Marketing Directors spend time listening and responding to customer feedback?
Read the whole article here.