Reviewed!
Reviewed!
The hotelier’s unofficial guide to managing your online reputation on TripAdvisor, Online Travel Agencies, Google and elsewhere
About the Book
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.
About the Author
Table of Contents
01 First Impressions
02 Why User Reviews Are Important
03 The Reputation Management Process
04 Where Do Customers Find User Reviews?
05 Anatomy Of A User Review
06 What Do Consumers Actually Look At?
07 What Happens When Someone Posts An Online Review?
08 Managing Expectations
09 Prevention Is Better Than Cure
10 Registering Your Property With Relevant Online Review Sites
11 Systematically Monitor Your Online Reputation
12 Responding To Reviews
13 Threats, Blackmail, Fraudulent Or Unfair Reviews
14 Taking Legal Action
15 Wiping The Slate Clean
16 Proactively Managing Your Ratings
17 Adding Reviews To Your Website
18 Online Reputation Management Tools
19 Using Reviews for Corporate Intelligence
20 Managing Tripadvisor
Your Tripadvisor Listing
Managing Your Reputation On Tripadvisor
Registering As The Hotel's Owner/Manager
The Owners Centre
Modifying Your Property's Profile On Tripadvisor
Adding Additional Photos To Tripadvisor
Removing Photos From Tripadvisor
Adding Video To Tripadvisor
Monitoring New Reviews
Responding To A Review
Challenging A Review
The Q&A Section
Review Express
Tripadvisor Business Advantage
Tripadvisor Sponsored Positions
Tripconnect
Instant Booking
21 Managing Google
Google My Business
Optimize Your Gmb Listing
GMB Posts
GMB Questions & Answers
Reviews On Google My Business
Responding To GMB Reviews
Challenging GMB Reviews
22 Managing OTA Sites
Hotel Reviews On Booking.Com
Your Booking.Com Profile Page
Monitoring Your Reputation On Booking.Com
Responding To Booking.Com Reviews
Challenging A Review
Guest Review Awards
Hotel Reviews On Expedia
Your Expedia Property Page
Monitoring Your Reputation On Expedia
Responding To Expedia Reviews
Posting A Management Response
Having Reviews Removed From Expedia
23 Managing Facebook Reviews
Reviews On Facebook
Managing Reviews On Facebook
Monitoring Facebook Reviews
Removing Facebook Reviews
Conclusion
About The Author
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