Online reviews are once again the topic of a mainstream media. Today, the New York Times has published an article about how hotels are dealing with online reviews, especially in light of the TripAdvisor lawsuit that some hotels are joining.
Revinate, and Revinate customer, Kimpton Hotels and Restaurants, are mentioned in the article. The article reads:
“But at the very least, monitoring and responding to customer reviews has become a business imperative, giving rise to companies like Revinate in San Francisco, which charges $200 to $600 a month to track a hotel’s online reviews, analyze trends and benchmark that data against competitors.
Niki Leondakis, president and chief operating officer for Kimpton Hotels, a Revinate client, said these tools streamlined the process of responding to reviews, which Kimpton encourages its managers to do “as quickly and as frequently as possible.”
“We have pretty happy customers, so something like TripAdvisor works in our favor,” she said, adding that managers are expected to post personalized responses to any negative reviews, expressing empathy and the desire to address the problem.”
Read the whole article here.