According to a TripBarometer report by TripAdvisor, 90% travelers choose an accommodation based on ratings on a review site and 88% travelers are guided by online reviews and posts on TripAdvisor. Reviews with a rating on 4 – 5 generate more than double the conversion compared to a review with 1.0 – 2.9 rating on Expedia. Hotels that have a higher guest score typically will have better placement on the travel sites. A better placement on the travel site means more bookings and more bookings mean a higher room rate, and eventually higher revenue for the hotel. Identify what emotions your guests’ value at the key touch points in their journey with you and also those they want to avoid. No matter how difficult it is if you are not taking care of your guests’ emotion then you are doing a terrible mistake.
To learn more about the Tripbarometer report by TripAdvisor, click here.