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For hotels wanting to sell online, user reviews have become incredibly influential. Every customer has an opinion and is increasingly broadcasting it to the whole wide world! What past customers are saying about your hotel, on dedicated review sites such as TripAdvisor.com or built into property pages on Online Travel agency websites, can make or break your business. This makes proactively managing your online reputation essential. However, responding to harsh and sometimes unwarranted criticism is challenging. Many hoteliers struggle to manage the process effectively, resulting in missed opportunities, a damaged online reputation and lower revenues.

Thankfully help is at hand. Based on techniques gleaned from working with both independent and chain hotels, Reviewed! The hoteliers’ unofficial guide will assist you in defending, controlling and enhancing your property’s online reputation. Using a highly practical approach, this guide provides precise, detailed, step-by-step solutions, tactics and suggestions to help hoteliers to:

Better understand the role and importance of user reviews in today’s highly competitive online booking environment
Manage your hotel’s pre-purchase image so you can more easily exceed guest expectations and drive better user reviews
Use proven strategies to respond to reviews, both positive and negative
Challenge and remove suspicious or unwarranted reviews
Appreciate how the main review channels work and how best to manage their idiosyncrasies and requirements
Assess which software tools to use to assist in online reputation management
Understand how you can drive additional favourable reviews to increase your rating scores and positioning
Use reviews as free corporate intelligence tool to better understand your, and your competitors’, relative strengths and weaknesses.

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