With 95 percent of travelers indicating that they trust online reviews and 85 percent reading at least 10 reviews, today’s top hotels have been successful in embracing online reviews.
After all, Nerval Corp’s research shows that even a positive response to a negative review can win over a potential guest.
A whopping 87 percent of respondents said that an appropriate management response to a bad review improves their impression of the hotel. On top of that, 71 percent of travelers believe management responses to online reviews are important.
The study found that in addition to speed and professionalism, travelers are seeking an apology, originality and gratitude in a response from management. It also doesn’t hurt to follow up with what the hotel and staff have done to correct whatever issue the reviewer may have experienced.
What’s more, hotels can also win over guests and embrace the age of online reviews by making it easier to leave a review and rewarding those that do.
For a complete breakdown of the study findings, take a look at the infographic below courtesy of Nerval Corp.
Originally posted 2015-12-31 08:04:06.