The hotelier’s guide to TripAdvisor – a round-up
Love it, hate it, respect it or loathe it, TripAdvisor is a goliath of the travel industry and affects your hotel whether you know it or not.
Is it time for an upgrade? Use your reviews to back you up
The new year brings with it a sense of revival. New budgets are forecast and plans devised to make the year ahead a fruitful one, allowing hotel owners to redesign their offerings and cater for the ever-evolving needs of guests.
The secret to an engaging guest satisfaction survey
A well-designed questionnaire can give you invaluable insight into the general guest experience and overall quality of your hotel. A bad one will not only generate very little feedback, but annoy guests in the process.
Are you certain...
Using online information to define and refine your competitive edge for 2017
The tourism trade contributed about US$7.2 trillion to the global economy in 2015, and with so much wealth at stake, you can be certain that the accommodation market is going to remain hugely competitive. Unfortunately for hoteliers,...
Three ways to use your competitive intelligence (and make the most of your budget)
Online travel agents, social media and review sites are fantastic places for prospective travellers to scout for information that will help them choose the right hotels, activities, and restaurants for them, but the online world is also a...
Lessons from OTAs on Converting Users
In the modern travel market, online travel agents have successfully retained the lion's share of online travel bookings made by users – according to a 2016 Phocuswright study, 66% of British travellers booked their accommodation through an...
Ratings or reviews – learning to read between the lines
Have you ever noticed that there is often some disconnect between a rating you received from a guest in an online review and the comment they wrote with it? This happens more often than you think – and even galvanised a team from Cornell...
4 Excellent examples of hotel brands embracing user-generated content
The internet in its modern iteration allows ordinary users to create and upload content for anyone with internet access to see. This online content created by users other than the traditional ‘webmaster’ is known as user-generated content...
A writer's guide to effective website copy for hotels
We’ve recently been covering how, as hotels, you can get your guests to do your marketing for you, but if your website (or ‘shop window’) is not up to scratch, all the marketing advice in the world won’t convert your visitors into...
What to do when guests blackmail your hotel with bad reviews
While the old saying may claim there’s no such thing as a free lunch, that doesn’t stop some unscrupulous guests from blackmailing freebies out of hotel management.