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We uncover the 5 reputation myths busted, including:

ACCORDING TO TRIPADVISOR

96% travelers

In this report, you will find an in-depth guide in responding to positive, neutral and negatives reviews. This report will help you better understand why and how different reviews require care and attention in order to improve the guest experience

How to Respond to Hotel Reviews

Today, the guest experience is more visible than ever before.  Reviews are front and center for the world to see, whether on dedicated review sites or OTAs. If you provide a great guest experience, a 5-star review is likely your reward. 

In This Report

Myth  #1: “People only write reviews when they want to complain or want to get something for free.”

Myth #2: “No one reads review responses.”

Myth #3: “Online reviews were a big deal a decade
ago but they’re not as popular today.”


When Revinate launched in 2009, online review sites and OTAs were just beginning to become popular with travelers. Today, they are a huge part of the travel ecosystem. According to research conducted by TripAdvisor, 96% of travelers consider reviews when researching a hotel and 79% will read between six and 12 reviews before making a purchasing decision.

Proactively managing online reviews shouldn’t be considered a chore. Responding to reviews has tremendous benefits. In addition to driving future bookings, reading and responding to reviews will give you a view into the guest experience that you would otherwise not have. With this perspective, you can know where your hotel’s strengths and weaknesses lie and how you should focus your efforts to improve your offering.

“Online reputation is important because by showing your guests that you’re embracing their feedback, you are also encouraging repeat visits and attracting new guests as they benefit from the publicly available reviews
Daniel Sampaoli

Customer Success Manager, EMEA

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READS REVIEWS WHEN RESEARCHING A HOTEL