A recent survey conducted by Market Metrix and TripAdvisor found that 85% of hotels have no guidelines for monitoring, responding to or acting on guest reviews. Perhaps this lack of direction explains why, according to TripAdvisor, only 4% of negative reviews are responded to!
Although the hospitality industry is still in the beginning stages of [...]

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Things fall apart; the center cannot hold. Facebook, the online social grid, could not command loyalty forever. If you ask around, as I did, you’ll find quitters.
One person shut down her account because she disliked how nosy it made her. Another thought the scene had turned desperate. A third feared stalkers. A fourth believed his [...]

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Though Twitter is currently a media darling, only 8% of advertisers and consumers think it is a “very effective” promotion tool, according to June 2009 data from LinkedIn Research Network and Harris Interactive.
The research, which included surveys of US advertisers and Internet users, found that while 83% of advertisers were familiar with Twitter, only 31% [...]

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Hotels are utilizing the social media channel of Twitter to reinforce their brand image and to communicate directly with their guests. While each hotel chain interacts differently with their following, here are the TOP TEN I think are doing the best job in providing customer service, building brand loyalty and engaging their followers with suite [...]

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What are the pros and cons of creating a link on the hotel website to the customer reviews page of the hotel on TripAdvisor and displaying TripAdvisor reviews directly on the hotel website via the TripAdvisor Review Widget.
We have always recommended against both of these options. Here is why:
1. Creating a [...]

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