Join us Thursday for the “Management Center Deep Dive” webinar

Wondering how you can manage your TripAdvisor listing, engage more travelers and increase your exposure for free on the world’s largest travel site? Join us Thursday at 2 p.m. EDT to learn more about TripAdvisor and how to unlock all of the marketing tools in your Management Center.

This webinar will include how to:

• Register with TripAdvisor’s Management Center
• Highlight valuable information about your property
• Optimize photos and videos
• Encourage guests to write reviews
• Monitor and respond to reviews
• Evaluate your performance against your competitors
• How to get “heads in beds” with TripAdvisor Business Listings

Be ready to ask questions, too! There will be a 15-minute Q&A after the presentation.

Click here to register for the “Management Center Deep Dive” webinar.

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

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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The St. Ermin’s Hotel story: listening to guest reviews truly pays off

“Look elsewhere if things like service and comfort are among your top priorities” said one guest in a review from years ago. After changing hands 3 times in 5 years, the St. Ermin’s Hotel was falling into disrepair. Reviews of the London hotel were mediocre, often citing outdated furnishings and amenities and sub-par service. And the TripAdvisor Popularity Index rating reflected it: out of more than 1,000 hotels in London, St. Ermin’s had a rating of below 400.

The Americas head to school and give TripAdvisor Master Classes top marks

With Ollie the Owl and our top-notch TripAdvisor for Business team in tow, we crisscrossed North and Latin America this year with a series of free educational seminars specifically designed for hospitality industry professionals. Led by TripAdvisor and industry experts, these Master Classes covered everything from maintaining a positive online reputation to enhancing your website with free tools.

Reputation management – you have to create it before you can manage it!

TripAdvisor partnered with Tnooz this week on a webinar focusing on Reputation Management.  Some very useful tips came out of the webinar, one being you can’t manage a reputation until you have created it and that takes work and dedication!  Below are some of the tips they shared:

• Getting your employees on board is essential – they have to know what your vision is and share it. Hiring and training people who are committed to providing excellent customer service goes a long way.  
• User-generated content (reviews and opinions) can help you get more revenue from your own booking website and become less dependent on paid advertising, OTAs or wholesale contracts.

Reputation management from Tnooz and TripAdvisor

Do you know the best way to respond to traveler feedback? Would you like to leverage user reviews to promote your business? TripAdvisor has partnered with Tnooz, the travel, tourism and hospitality industry news site, to host a webinar featuring guest experts and live chat facilities.