The rise of online reviews is posing a unique challenge for the hotel and hospitality industry. With guest reviews now widely available and viewable before booking, a few bad reviews can be all it takes to sink a company’s new bookings. Some customers use the threat of bad reviews to try to leverage free things from their accommodation. Sites like TripAdvisor now have policies in place to investigate the veracity of negative reviews.
Key Takeaways:
- Pam and Larry Willis had recently purchased the Gables Wine Country Inn in California’s Sonoma wine region four years ago
- The threat of a bad online review on TripAdvisor, Travelocity or other consumer-advisory sites has become an increasingly common form of guest leverage
- People in the hospitality industry know that the power to soothe the aggrieved guest is more important than ever
“The threat of a bad online review on TripAdvisor, Travelocity or other consumer-advisory sites has become an increasingly common form of guest leverage, lodging executives say.”
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