With TripAdvisor showing up number one in the rankings, the imperative has never been stronger to stay on top of the comments of visitors. The independent ranking system is deemed highly influential, and one which the general manager of a hotel or someone he designates, must respond to every day.
The most important skill in management is to be positive, but acknowledge the complaint or point of dissatisfaction by the guest, and welcome them back. Being forthright and honest is something all readers will respond to.
As a travel PR agency, we advise clients to ask friends and acquaintances that we know like the property to comment and post pictures, and we always do when we visit with press. Our press groups invariably have a favorable impression, so their comments are highly respected.
Since advertising is permitted on TripAdvisor, it’s also something to keep in mind. Be careful in choosing a program that works for your property. Also, positive quotes in TripAdvisor can be used on the website, since that is third party endorsement.
We recently wrote a blog concerning the impact of positive media exposure in the range of publications both on and offline and again stress that as being the primary way to get third party endorsement. We advise our hotel and tourism clients to quote the glowing reviews on their website as well, since that always creates a favorable impression to those perusing your site.
Along with displaying TripAdvisor comments on your site, you should always post the symbols of those all important awards. That is an area we can help your property or tour company with, as our boutique PR firm has been successful in securing many such awards for clients.
More on securing awards another time!