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TripAdvisor

TripAdvisor. Do’s and Don’ts. Your Trip Advisor listing has more visibility to potential guests than every PPP blitz, sales call, Pay Per Click ad, and print ad you are doing combined. Yet we spend more time any money focusing on each of the above than we do Trip Advisor. WHY?.

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TripAdvisor

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  1. TripAdvisor • Do’s and Don’ts

  2. Your Trip Advisor listing has more visibility to potential guests than every PPP blitz, sales call, Pay Per Click ad, and print ad you are doing combined. Yet we spend more time any money focusing on each of the above than we do Trip Advisor. WHY?

  3. How to leverage Trip Advisor. Top 30 hotels will be on page 1 for your destination. Top 5 hotels you will be on screen without having to scroll for every customer that looks at your city as a destination. Hotels will four out of five stars for a quarter or more will receive a Certificate of Excellence from Trip Advisor. Use this in all of your promotions, email campaigns and display the widget on your website.

  4. Three critical components… • Get more reviews. • Get GOOD reviews. • Respond to your reviews.

  5. DO’S • If you haven’t taken ownership of your page, please follow the instructions on your listing to “Manage Your Page.” Link Video below Manager Center

  6. DO’s • Reply to each review in a timely manner (within 48 hours) BOTH positive and negative reviews, Prism Hotels SOP • Show guests you're paying attention and taking feedback seriously by responding to all reviews. • Keep it positive and courteous, even with a negative review. • Keep it relevant to the review you are replying to.

  7. DO’S • Make each reply unique and specific to the review (mention the guest by screen name, or location, reference specifics in the review). • Utilize TripAdvisor cards at the front desk. Train your front desk to hand out the cards to guests who say positive things at check out. • Don’t leave the cards just sitting out on the counter. • Remember your future customers are listening & future Revenues!

  8. DO’S • For reviews of 4 or 5 stars, include the name of the hotel in your reply, this will help with Google searches for your hotel. “Thank you for your recent stay, and taking time to review the “Hampton Inn Cotulla, TX Hotel.” For reviews of 3 or fewer stars, leave the name of the hotel out of your reply. • Post Great Trip Advisor reviews on your Facebook page!

  9. DON’TS • Allow reviews to become personal, remain positive while responding. • Don’t use profanity, threats, accusations or insults. • Don’t advertise or include a commercial URL. • Don’t repeat the same reply over and over again.

  10. The Importance of theManager Reponses: Video Link ManagementResponse

  11. Example of a Good Reply: • Guest Review: (2 Stars) “The hotel staff was great! Very Helpful and Courteous! Extremely disappointed in the room! Obvious water damage on the 2nd floor! Walls were unfinished in the hallway! Black mold growing on walls in hallway! Carpet in room was damp and smelled of mildew! Shower did not work properly! Extremely disappointed!” • Manager Response: “Thank you for taking time out of your busy schedule to make us aware of your experience while you were a guest at our hotel. Please accept our sincere apologies for the inconvenience you may have experienced in respect to our renovation. We truly realize that while we are making great improvements to our hotel that it is not without sacrifice. We take pride in ensuring our guest’s satisfaction. Unfortunately, we did not meet your expectations. On behalf of myself and staff, we truly apologize. As a testament to our strive for perfection, we have taken steps to ensure that our rooms are clean, comfortable and well maintained.  We deeply value your relationship with Holiday Inn Express and are committed to providing you with the highest level of service simply because our guests deserve the very best. We hope that you will give us another opportunity to serve you again when you’re visiting Houston.”

  12. Page Title • Page Info

  13. Example of a Poor Reply: • Page Info

  14. How can sales help? • Group “thank you” emails after departure, request meeting planners post a review. • BT Managers request reviews from your frequent guests. • Convention Services – ask meeting planners to hand out Trip Advisor cards to their attendees. • Any time you have a comp room in house (i.e. VIP, FAM, ownership guests, blogger, SITE Tour, etc.) request they they leave you a review. Guilt them.

  15. Top 10 TripAdvisor Myths: • TripAdvisor reviews are always negative • TripAdvisor reviews can’t be trusted • Nothing is free on TripAdvisor • I have no control over my TripAdvisor listing • Businesses can’t share their side of the story on TripAdvisor • Businesses and Travelers are held to different standards • There is no one at TripAdvisor to help business representatives • It’s against TripAdvisor rules to ask a guest to write a review • The popularity ranking is rigged • TripAdvisor may be big in the United States but not the rest of the world

  16. TripAdvisor Cards: • Trip Advisor cards at the front desk can lead to additional reviews, better page placement and improved rankings. Key is how to use them!

  17. Review: Managing your TripAdvisor page, and replying to each review will also help improve your ranking. With the proper replies, and increased reviews watch your rank increase week over week & Revenues!!

  18. Exciting Changes in 2015! TripAdvisor is promising exciting changes in 2015!

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