In our recent article, “Best Practices in Monitoring Social Review Sites,” HeBS discussed monitoring Internet chatter surrounding your hotels and how and when to respond to it.
We also named the most trusted and most visited hotel-related customer review sites—TripAdvisor.com, Expedia.com, and Google.com—and advised properties to designate responsible people to respond to those online customer reviews.
TripAdvisor, which receives over 30 million visitors every month, is making this direct customer communication faster and easier with its new owners’ center.
Registered managers and owners on TripAdvisor can now sign up for instant email alerts of new reviews on their property. Once managers receive reviews, they can consult TripAdvisor’s links to management response tools and respond to customers and reviewers in real time.
Of course, these reviews and responses are public and other registered users can join the forum at any time—creating a dialogue between guests and managers.
It’s now easier than ever to manage your brand. And with tools like these, managers can show they are passionate about their businesses, in touch with their guests, and appreciative of their feedback.
In the Internet age, any tool that allows you to connect with your guests on a personal level is one worth investigating!
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