Management responses to hotel reviews online are extremely important. But, there are so many different review sites, it can be difficult to keep track of them. Here’s our list of the major review sites that allow management responses to hotel reviews, and how to go about obtaining the proper credentials for review responses.
(Please remember that this information is constantly in flux.
TripAdvisor® is the world’s largest travel site, and it allows public management responses. To start replying, you first must register as an owner (CLICK HERE to get started). TripAdvisor also allows you to send a reviewer a private message which will be only sent directly to the review contributor. This is great for service recovery purposes—if you not only respond publicly but privately to a negative review, it re-iterates to your guest that you really do care about his or her experience.
Booking.com is a dominant review site globally, especially in Europe. It only allows hoteliers to contact the author privately.
Expedia and Hotels.com allow public management responses. To respond, hoteliers must log in at Expedia Partner Central, which is there to help hoteliers manage their properties. You can also respond by email to Expedia. If responding by email, please make sure you include your Expedia Property ID. The email address for Expedia is email@example.com and the email address for Hotels.com is firstname.lastname@example.org
Google+ Local is growing fast and is likely to become more dominant in the coming years. It allows public management responses. In order to reply, you will first need to Claim Your Listing. If you are having trouble verifying your Google+ Local listing, note that Google is now providing phone support for verification issues.
Travelocity has a “Comment” button located at the bottom of each review to allow for management replies. This functionality also allows hoteliers to add photos and videos to the response.
Ctrip, an OTA, has the largest share of online reviews in China. It also syndicates reviews from other sites. Hoteliers can respond publicly to some reviews on Ctrip, but not all. It only allows public management responses to the reviews left directly on Ctrip, not to the reviews that come from a syndicate. If you have not created login credentials for the Ctrip Extranet, email email@example.com or call 021-34064880 ext 76153, 761151, 76143 or 761140.
Wotif is the dominant review site in Australia and New Zealand. It allows hoteliers to reply publicly to a review. If you have not yet registered as a supplier on Wotif, you can register on the Supplier’s Registration Request form.
Here are some additional review sites that allow management responses to hotel reviews:
Rakuten: Set up an Owner Profile
LateRooms: Fill out the registration form
eLong: Email firstname.lastname@example.org or call 010-58602288 to create login credentials
We realize that this is a lot of sites, and monitoring them will take a lot of time out of your day. That’s why Revinate built its Online Reputation Management solution, specifically for hoteliers. It aggregates your online reviews from all of these sites onto one simple dashboard, so you can monitor and reply to everything in one place.
Learn about what’s trending, review response metrics, and a look forward at hospitality reputation in our 2018 Reputation Benchmark Report. Available free for download.