What do your hotel’s competitors know about you?

Gone are the days when hoteliers had to physically visit their competitors’ establishments or send their friends over to “spy” on them. With the advent of ...
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Is ORM enough? Why you also need direct guest feedback

By now, almost every hotelier is doing online reputation management (ORM) of some sort, even if that only means checking their TripAdvisor reviews once a month ...
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Practical tips for collecting guest emails

Collecting email addresses from people, like any other personal information, is becoming increasingly difficult. People are suspicious of any attempt to ...
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How high season guest reviews will help your hotel all year

High season means high numbers of guests and the potential for high numbers of reviews, but why should you care about the reviews when you are running around ...
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Putting a stop to fake reviews

Word-of-mouth referrals have always been the best kind of advertising any business can ask for and, in the digital age, online reviews allow for word-of-mouth ...
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Honest guest reviews help your hotel

Steve Kaufer’s (CEO of TripAdvisor) recent strongly worded letter to owners of TripAdvisor listed properties has probably given some people quite a few grey ...
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Manage negative guest reviews with the 3 Rs

In a previous article we talked about the importance of TripAdvisor rankings, and why, for your brand’s sake, you need to take reviews very seriously. Not ...
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How your TripAdvisor ranking is calculated (and how to improve it)

Update: As of March 2018, TripAdvisor has updated the algorithm which calculates rankings on the popularity index. The aim of this update is to adjust the ...
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How to navigate the mad, mad world of online reviews

I need to manage my guest reviews, but they seem to be coming in from everywhere! Where do I start? It is just about impossible to try and monitor all the ...
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