{"id":9325,"date":"2019-06-06T08:02:45","date_gmt":"2019-06-06T06:02:45","guid":{"rendered":"https:\/\/www.hotelinking.com\/en\/?p=937"},"modified":"2026-02-13T08:34:54","modified_gmt":"2026-02-13T07:34:54","slug":"how-to-improve-hotel-online-reputation","status":"publish","type":"post","link":"https:\/\/www.hotelinking.com\/en\/blog\/guestmaker\/how-to-improve-hotel-online-reputation\/","title":{"rendered":"How to improve your hotel\u2019s online reputation"},"content":{"rendered":"\r\n

Although traveling is much easier now, we must remember that the majority of travellers spend a considerable amount of money on their holidays. Many even invest a significant chunk of their savings, hoping to satisfy certain expectations during the experience. In this situation, travellers take special care when choosing the brands <\/strong>that they will end up booking with.<\/p>\r\n\r\n\r\n\r\n

When choosing one brand or another, several factors depend on the social-economic level of the potential guest, but the importance that users give to the evaluation of the establishment and the brand are often independent. Ultimately, the success of a company, particularly in the hotel industry, has always depended on its reputation <\/strong>among consumers.<\/p>\r\n\r\n\r\n\r\n

If we go back a few years, this reputation and recommendations for one brand or another mainly depended on word of mouth coming from guests. However, in the past it wouldn\u2019t have occurred to us to travel without a map, guide or other instructions. However, times have changed. Nowadays potential guests have all the information they need at their disposal on the Internet<\/strong>, particularly opinions about products and services.<\/p>\r\n\r\n\r\n\r\n

Why must we pay special attention to\r\nour hotel\u2019s online reputation?<\/strong><\/h2>\r\n\r\n\r\n\r\n

Comments about the\r\nhotel and its ranking on TripAdvisor, HolidayCheck, Zoover or TopHotels, among\r\nother online reputation sites, can represent a source of motivation or concern\r\nfor hotel owners and chains. At the end of the day, these reviews directly\r\naffect<\/strong> demand<\/strong>, and as a consequence, the company\u2019s<\/strong> annual<\/strong>\r\nrevenue.<\/em><\/strong> On many occasions, this does not reflect the\r\nestablishment\u2019s real reputation.<\/p>\r\n\r\n\r\n\r\n

We have to remember\r\nthat opinions about a hotel are fundamental for users when they are making a\r\npurchasing decision. When their intention is to explore new places, the\r\nevaluation that users give of the different properties of a destination can\r\nmake a difference. For this reason, managing the hotel\u2019s reputation is one\r\nof the most important strategic tasks for the brand.<\/strong><\/p>\r\n\r\n\r\n\r\n

However, this\r\nmanagement is often considered from a consecutive perspective. In other words,\r\nthe online reputation strategy is implemented to reduce the effect of negative\r\ncomments and attempt to improve the brand\u2019s image using these opinion sites. However,\r\nwhat would happen if we included preventative measures?<\/strong> What would happen if\r\nwe could get ahead of these negative reviews on sites such as TripAdvisor, and\r\nreduce their effect?<\/p>\r\n\r\n\r\n\r\n

\r\n

In the 21st century, every choice that we make is highly influenced by technology and the information that we obtain online.<\/p>\r\n<\/blockquote>\r\n\r\n\r\n\r\n

Generally, thanks to\r\nmonitoring on these platforms, guest dissatisfaction is often resolved with\r\npersonalised treatment and improvements to services and\/or products such as a room\r\nchange, upgrade, or simply talking to the guest. However, the comments and\r\nevaluation may have already been published, perhaps even before the guest\u2019s\r\nexperience in the hotel has ended.<\/strong> The image of the hotel will therefore be\r\naffected to some degree.<\/p>\r\n\r\n\r\n\r\n

In that case, how\r\ncan we prevent negative reviews and improve online reputation?<\/strong><\/h2>\r\n\r\n\r\n\r\n

An internal guest satisfaction measuring system,<\/strong> that could intercept these unhappy guests would improve the qualification of your hotel on these sites. Nowadays, technology offers us the possibility to correctly manage a hotel brand\u2019s online reputation, increasing guest satisfaction from the moment they check in, regardless of whether the hotel belongs to a chain or is independently run.<\/p>\r\n\r\n\r\n\r\n

\r\n

Improved guest experience starts with the reservation and is optimised thanks to the data we obtain.<\/p>\r\n<\/blockquote>\r\n\r\n\r\n\r\n

If we establish\r\nspecific communication with the guest, the information that we obtain from them\r\ncan be used by the hotel to quickly resolve one of the problems faced every\r\nday: the negative comments written on the aforementioned reputation platforms.<\/p>\r\n\r\n\r\n\r\n

With this internal measurement tool, guests will receive a satisfaction survey once they have logged in to the hotel\u2019s Wi-Fi.<\/strong> <\/a>This is usually one of the first things a guest does. As a result, we will obtain valuable contact and experience data which we can pass on to hotel management to make quick decisions<\/strong> when negative comments are posted, to act accordingly.<\/p>\r\n\r\n\r\n\r\n

Optimising communication between guests and the hotel via this tool, and\r\nimproving satisfaction with the hotel will help us to intercept negative\r\nevaluations that would be posted on online reputation sites. This way, it will\r\nbe possible to have a positive impact on the brand\u2019s general score and improve\r\nin rankings, such as the TripAdvisor ranking.<\/p>\r\n\r\n\r\n\r\n

Other advantages of this internal satisfaction measurement software is the potential identification of satisfied guests<\/strong> who evaluated the property positively. In these cases, the segmentation of these users registered in the hotel\u2019s database, done by the tool, will facilitate the sending of marketing email campaigns<\/a>, inviting guests to post a positive review <\/strong>on online reputation sites, thus improving the brand\u2019s score.<\/p>\r\n","protected":false},"excerpt":{"rendered":"

Nowadays we live in a digital reality that allows us to evaluate products and services, and have an impact on other consumers\u2019 purchasing decisions. In the tourism industry, this is even more pronounced.<\/p>\n","protected":false},"author":2,"featured_media":8693,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[107],"tags":[36,37],"class_list":["post-9325","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-guestmaker","tag-hotel-reputation","tag-online-reputation"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.hotelinking.com\/en\/wp-json\/wp\/v2\/posts\/9325","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.hotelinking.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.hotelinking.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.hotelinking.com\/en\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.hotelinking.com\/en\/wp-json\/wp\/v2\/comments?post=9325"}],"version-history":[{"count":1,"href":"https:\/\/www.hotelinking.com\/en\/wp-json\/wp\/v2\/posts\/9325\/revisions"}],"predecessor-version":[{"id":13384,"href":"https:\/\/www.hotelinking.com\/en\/wp-json\/wp\/v2\/posts\/9325\/revisions\/13384"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.hotelinking.com\/en\/wp-json\/wp\/v2\/media\/8693"}],"wp:attachment":[{"href":"https:\/\/www.hotelinking.com\/en\/wp-json\/wp\/v2\/media?parent=9325"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.hotelinking.com\/en\/wp-json\/wp\/v2\/categories?post=9325"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.hotelinking.com\/en\/wp-json\/wp\/v2\/tags?post=9325"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}