Tag: hospitality

Hotels: How to Manage a Crisis Online, Part 1: Service Issues

Posted on by Taylor Kennedy

INTRODUCTION

In a study by the White House Office of Consumer Affairs, dissatisfied customers typically tell nine to 15 other people about their experience; some tell 20 or more. This is especially important for hotels, B&Bs and resorts. Service issues such as inattentive and rude staff, a room not up to a customer’s liking and dirty amenities, can cause customers to write negative reviews online on sites like TripAdvisor, Google and Yelp. 

Here is how to handle a social media crisis related to a service issue and rebuild your hotel’s reputation.

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The Ultimate Checklist for Rebranding Your Hotel

Posted on by Taylor Kennedy

INTRODUCTION

According to data collected by the STR Census Database, 43 percent of hotels change affiliations at least once. Whether you just changed to another hotel group or purchased a hotel, rebranding is no small feat, but with a clear strategy and a commitment to evolving client needs, the results can be beneficial.

As stated in a previous blog post, hotels must portray to guests that the changes will benefit them (vs. to your owners or shareholders). The secondary goals include increases in occupancy and profit, stronger brand recognition, stronger guest loyalty and a better reputation.

Here is the ultimate checklist guide to managing all the to-dos that come with rebranding your hotel.
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How Hotels Should Manage Google Reviews

Posted on by Jaimie Onasch

INTRODUCTION

As a hotelier, you may already be aware of the impact online reviews can have for your hotel, resort or bed & breakfast.

A recent survey conducted by BrightLocal revealed that 85 percent of consumers trust online reviews as much as personal recommendations when deciding to patronize a business. In addition, reviews for hotels and bed & breakfasts are among the most read types of reviews, just behind restaurants and cafés.

While TripAdvisor still reigns, a recent article by Forbes reports that Google is now the second most trusted review site for hotels among travelers. Following are some tips on how to best manage Google reviews for your hotel.

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