Do management responses affect my popularity ranking on TripAdvisor?

TripAdvisor’s Popularity Index is based on traveler feedback and reflects how your property ranks compared to your competitors. If you’re a business owner, it’s important to know what factors impact your popularity ranking. One of the questions we often receive is whether management responses are part of the equation.

The Popularity Index is primarily based on three key components: quantity, quality and recency of reviews written about the property. Management responses are not factored into popularity rankings.

However, research shows that when an owner responds promptly and professionally to a review, addressing any specific complaints as well as the positive comments, it can make a big impact on prospective customers. Our surveys show that 78% of travelers say that a management response to a good review makes them think highly of the hotel and when considering two comparable properties, 68% would choose the property with management responses.¹ So while responding to reviews doesn’t impact your ranking, it does make a strong impression on travelers when it comes time to book.

Find out about some of the best practices in responding to traveler reviews here.

For more information about TripAdvisor’s Popularity Index, check out the Pop Index Overview and read our previous post on “How to improve your popularity ranking on TripAdvisor.”

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¹ “TripAdvisor Custom Online Survey 2010”, conducted by Forrester Consulting, commissioned by TripAdvisor

Upcoming webinar: Learn more about your TripAdvisor popularity ranking this Thursday

What is the popularity index ranking on TripAdvisor, where does it come from, and how does it influence travelers during the decision-making process? Discover the answer to the most common questions we receive from properties around the globe Thursday at 2 p.m. EST.

In this presentation, we’ll discuss:

• The key factors that impact your ranking
• TripAdvisor policies and procedures
• Steps you can take to improve your ranking

Have any specific questions about your popularity ranking? There will be a 15-minute Q&A after the 35-minute presentation.

Click here to register for the “Popularity Explained” webinar.

How to improve your popularity ranking on TripAdvisor

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The TripAdvisor Popularity Index is based on traveler feedback and reflects how a property ranks compared to competitors within a geographic area. The closer you are to the top of the list, the more likely it is that travelers will see your listing when they search for properties in the area. In addition, research shows that travelers are drawn to places that are highly praised by other travelers.

Our popularity ranking algorithm is based on three key components: quantity, quality and recency of reviews written about the property.

• Quantity: Ask your guests to write reviews, and use our management center tools to remind them after they check out.  Offering incentives for reviews is against the rules, though – take a look at our policy to make sure you understand what is and isn’t okay.
• Quality: Guests who enjoyed first class hospitality and a memorable experience are more likely to write positive reviews. Monitor what previous reviewers have written to see what worked and did not work best for your property so you can maintain and improve your service.
• Recency: Recent reviews factor more strongly on your popularity rankings and older reviews have less impact on a hotel’s ranking over time. Once again, encourage guests to write reviews to keep fresh content rolling in.

All reviews must be authentic opinions of real travelers. We take content integrity very seriously and screen every review. If you are caught breaking our guidelines, it can take a big hit on your popularity ranking. Please review the guidelines to learn more.

The key to building a successful business and a higher popularity ranking is stellar hospitality and paying attention to your customers needs. Encourage customers to write reviews, learn from them and watch your hard work pay off.

Hoteliers Share the Secrets to their Success with TripAdvisor

The owners and managers of four Caribbean properties recently sat down to tell us how they use TripAdvisor as a tool for their business – from marketing their accommodations to staying current with the needs of guests. Representatives from each weighed in on making TripAdvisor reviews work for them, sharing customer feedback with staff, and the role of TripAdvisor Business Listings. All very popular with travelers, these establishments were also the recipients of 2012 Travelers’ Choice Awards. In the following video, hear from the management of these four properties – Hermitage Bay, Nisbet Plantation Beach Club, East Winds Inn, and The Cove Atlantis – and gain insight into their success.

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Star and bubble ratings: What’s the difference?

What’s a star rating, where does it come from, and where does it appear on TripAdvisor? How about bubble ratings?

Hoteliers often ask us these questions, so we’ve answered them here, along with perhaps the most important question of all: How do travelers use this information to plan their trips?

Rated on TripAdvisor and proud of it!

Accommodation owners are understandably very proud of their ratings on TripAdvisor and they aren’t shy about telling the world! We regularly receive photos from around the globe featuring examples of businesses showcasing their rankings with imaginative and resourceful marketing.

How are you letting travellers know about your rating? Let us know in a comment as we’d love to hear what other creative and original things people are doing around the world to advertise their position on TripAdvisor.