Online Hotel Rating Sites Driving Anxiety into the Hearts of Many Hotel Managers

A look at the growing trend towards 3rd party sites that offer rating and comment facilities to guests (and supposed guests) without a chance for the properties involved to add their feedback or response.

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Handling complaints has traditionally been a one-to-one communication directly with the guest making the complaint. The complaint, or sometimes compliment, is usually answered with a phone call, letter, or both. Smart general managers have a good reliable system to handle service issues. After all, for many managers, there are bonuses tied into getting good guest service scores.

Read the whole article by Neil Salerno, The Hotel Marketing Coach, here: Online Hotel Rating Sites Driving Anxiety Into the Hearts of Many Hotel Managers / Neil Salerno / December 2005

Posted 12/20/05 by hotelguru | Filed under: E Commerce and E Business

Comments

Hotels (particularly chains) would probably benefit by setting up their own service by utlizing a neutral 3rd party platform that also allows hotels to respond the complaints and comments by guest. This would probably work in a more transparent and balanced fashion...benefitting both hotels, guests and potential guests.

Posted by JJ at 12/28/05 09:18:48