How to manage tripadvisor comments

While we have written about the topic of how to manage tripadvisor comments multiple times, this is still one of the top
questions asked by our independent hotel customers (next to “I forgot my password…”).

“Guests who read reviews prior to booking are happier with their stay, are more likely to recommend the hotel after their stay and are more likely to return in the future.” Marketmetrix

In a highly connected World it is critical for hoteliers to encourage guests to share their experiences in the property. This will help you expand the web presence of your hotel, improve online reputation and generate more bookings.

Let’s recap a quick check-list of the top 5 to-do’s when it comes to tripadvisor and user reviews.

Top 5 ways of how to manage tripadvisor comments

• During check-out ask your guests to review your property and advertise your presence in social networks or booking sites. (TripAdvisor mostly, but also Expedia, Booking.com, etc.)
• Send your guests a “Thank you for your stay” emai asking for positive reviews on tripadvisor. Only a large amount of recent reviews is credible.
• Show your guests that you care: monitor your reviews and answer all negative comments. Use the manager’s response field to reply. Be apologetic, explain what happened and offer an incentive to come back.
• Make it easy for your guests to find your tripadvisor page. Display a tripadvisor badge that allows people to navigate to your property’s comments on tripadvisor.
• Use guests quotes to your advantage. Display the links to your latest tripadvisor reviews prominently on your website. Lift positive experiences and use them as content on different pages on your website.

In addition, there are also two important don’ts:

• Don’t ignore tripadvisor. Just because you ignore it, it does not mean it’s not there. You may not be managing it, but your competitors are. So, guess who’s getting all the better guests?
• Don’t answer all comments. Answering all comments makes you look like you have someone who’s job is just to used “canned answers” for tripadvisor. This will hurt your credibility when answering negative comments.

Finally, ensure that you use social networks like Facebook, Twitter, YouTube and Flickr to promote your property and to communicate your special offers. And invite your guests to join your networks. This will improve brand loyalty and ensure that you keep a close relationship with your guests, particularly those that write positive reviews about your hotel. They are your best reference and your best bet, as an independent hotel, to get new business from their social network.

If you want to learn more about what GuestCentric can do to improve your tripadvisor management, do chat to one of our specialists online or sign up for our Coffee with GuestCentric webinar.
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