Much of this blog is devoted to urging hoteliers to respond to reviews on TripAdvisor, Hotels.com and Expedia. By responding to reviews, hotels can show prospects and guests that they truly care about the guest experience and look for feedback that can be used to improve hotel operations.
This morning we received an email from Kristin Spitz, Electronic Sales and Marketing Manager at Manchester Grand Hyatt San Diego, with proof that review responses can, and do, drive bookings.
On February 22, the property received a review on TripAdvisor, stating, “We originally had reserved a room at a hotel next door but decided to change when we noticed the staff pays attention to TripAdvisor reviews.”
Bam! Proof positive that consumers take notice and factor management responses into booking decisions. Great job, Kristin!