Reputation Management

Online Reputation Management: Why You Need It

It’s crucial to understand the importance of a positive online image and reputation. It can have a dramatic impact, either positive or negative, on your hotel’s bottom line.

In today’s world, a business reputation can be built or destroyed in a matter of minutes, thanks to the huge volume of user-generated reveiws posted to social media and travel-related websites every day. User reviews are readily accessible to every consumer. A bad customer experience can now be posted within seconds and broadcasted to thousands of people via sites like TripAdvisor, Expedia, Facebook and Twitter.

Reading online reviews is now part of the modern travel shopping process; TripAdvisor and Expedia are visited by millions of users everyday. Consider the following:

  • 90% of customers read online reviews before booking a hotel room
  • Poor online reviews = lost bookings and lower revenue for your property
  • Good online reviews = greater consumer confidence and more revenue for your property

Online Reputation Management: Our Services

Online Reputation Monitoring and Reporting

We are proud to offer the travel industry’s leading social media monitoring tools. This technology allows us to monitor online content and user comments from:

  • TripAdvisor
  • Expedia
  • Google
  • Online press/news releases
  • Facebook
  • Twitter
  • Flickr
  • YouTube
  • Any blog or website that mentions your brand name

As part of our monitoring service, we track which sites are producing the most comments/reviews for your hotel, as well as the number of good versus bad reviews left by users at each site. We also highlight consistencies among the reviews, to allow your on-site staff to address any ongoing operational issues.

We also monitor the online comments and reviews for your closest competitors. This will give good insight into their successes and failures, and help you to create a strong action plan to capitalize on their weaknesses in service, offerings or marketing.

Online Reputation Consulting and Strategy

In monthly consulting and strategy sessions, our marketing team works with your ecommerce team to develop a sound strategy for responding online comments about your hotel. You will receive both positive and negative feedback online (that’s a fact), but users show an appreciation for businesses that take an active role in listening and responding with their online audience. We also show you how to properly leverage and maintain your social media accounts, such as Facebook and Twitter pages.

An active and positive online presence combined with good search engine visibility will translate into increased revenue for your property.

Contact us to start developing your online reputation management strategy.