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Posts tagged ‘Accommodation Owners’ Survey’

Indian property “growing day by day” with TripAdvisor presence

The Singh family owns two small properties in Jaipur, India – one with 25 rooms, and one with just 10.  They’ve found big success on TripAdvisor with both, though, earning Travellers’ Choice Hotels for each location in 2013.  Through their exposure on the site, their business has also steadily grown.  Hear how they’ve parlayed their TripAdvisor presence into industry success:

England’s base2stay pairs luxury with community ties

According to CEO Robert Nadler, his base2stay properties – one in Liverpool, one in London – combine the style and luxury of a 4- or 5-star hotel with great value by focusing on the most essential parts of a good guest experience.  Base2stay provides travelers with what they really want within the hotel while partnering with other local businesses to create a comprehensive community experience.  Along the way, they rely heavily on reviews to judge how they’re doing and to spread the word to other travelers.  Hear more about base2stay from Nadler himself:

Owners plan to weigh in – Accommodation Owners’ Survey 2011

Online consumer reviews are becoming increasingly important in the holiday decision making process. If guests are talking about your business online shouldn’t you be part of that conversation? The answer from accommodation owners in TripAdvisor’s January Accommodation Owners’ Survey was a resounding YES, with just over 72% of survey respondents saying they plan to reply to both positive and negative reviews in 2011, and 13.5% saying they’ll respond to just the negative ones.

Replying to reviews shows potential guests that you care about feedback and take it seriously. The tone of your reply and how you handle any issues is very much a reflection of your overall approach to customer service in the eyes of the public reading your responses.

In fact, here are some quotes from reviewers to show how much they appreciate owners taking the time to reply:

“I like it that the Hotel management responds to posts here – says a lot about their focus on their customers.” hazy_amersham

“…I also like the fact that a management representative (Jodie Cairns) replies to some comments made by guests. This tells me that ‘Lennons on Chifley’ are a hotel that care about their guests and reputation and go to lengths to acknowledge and rectify issues. Well done.” Rosli

And on the other side of the coin, here is an example of business being lost because management waited a month to respond to a review:

“Now that I’m back from my visit to London, I see that the manager of the hotel did respond, but it took him a month to do so. I appreciate the seemingly thorough response given, but I wish he’d done so in a more timely manner. I might have overcome my concerns about the safety of staying at his hotel and kept my reservation.” OhioGirlScout

Whether they are positive or negative, reviews are invaluable feedback and replying to them should be an integral part of every hotel’s customer service activities.

Main points to remember when replying to reviews:
Reply promptly – the example above shows the importance of dealing with issues as quickly as possible
Keep the tone professional– you are representing your business and how you address guests will be noted by other potential customers
Be original – replying with the same formulaic text to every review could make potential guests question your sincerity. Some great examples of how to personalise your responses can be seen here
Say thank you – whether the review is negative or positive the guest is taking the time to give you feedback that ultimately will help you provide a better service.

Click here to see the full Accommodation Owners’ Survey results

Going for green! – Accommodation Owners’ Survey 2011

Another strong trend that surfaced in the Accommodation Owners’ survey was that properties are getting greener. An impressive 70.4% of respondents are planning on introducing programs to reduce their business’s impact on the environment in 2011. This is good news as it is definitely something that is becoming a lot more important to travellers. In fact, in a TripAdvisor consumer poll, 51% of participants said they would pay more for an environmentally progressive hotel in order to help support sustainable tourism.

What can you do to make your property greener?

Here are a few suggestions from Global Stewards’ list of sustainable solutions for green hotels:
Linen reuse programs – you can give your guests the option of reusing their towels and sheets to save energy and water.
• Install low-flow showerheads and sink aerators and switch to low-flow toilets. These reduce the flow of water without reducing pressure, saving both energy and water.
• Switch to compact fluorescent light bulbs and install sensors or timers for low traffic areas.
Educate your staff to turn off lights and turn down heating/air conditioning in unoccupied rooms
• Provide recycling baskets in guestrooms.
• Make sure there are recycling bins in the public areas both front and back of house.
• Use nontoxic cleaning products that won’t damage the environment.

For more suggestions see Global Stewards

Who’s gone green
Major brands have already opted to make a difference by adopting sustainable practices. Some examples are Accor which, with its Earth Guest policy, has committed to “growing the well-being of the earth’s populations and to preserving the planet’s resources”, IHG has developed Green Engage, a group-wide online sustainability management system, Hilton has LightStay, a proprietary system of measurement that calculates sustainability performance impact across its portfolio of hotels and Hyatt, as part of its Hyatt Earth program, has created dedicated green teams to act as local “green” ambassadors.

Click here to see the full Accommodation Owners’ Survey results

A photo speaks a thousand words – Accommodation Owners’ Survey 2011

When we asked accommodation owners what they were planning to do to attract visitors in 2011, one thing was very clear: social media initiatives are definitely on the list!

Most hoteliers have realised that they have to have a presence online, and that presence needs to be moderated, updated and enhanced regularly.

One easy way of doing this is to add photos to your TripAdvisor listing. Potential guests want to see photos– the more the better! In fact, our data shows that travelers are 150% more engaged on listings with 20+ photos than they are on those with only a few.

According to our survey, the majority of owners posted 1-10 photos to their listing last year, with less than 1% posting more than 20. This year, owners who took our survey plan to add at least as many, if not more photos than in 2010.

You don’t need to be an IT whiz kid to add photos to your TripAdvisor listing or update your primary photo. We have recently upgraded our tools to make it easier, so start optimising your listing right away!

With the new photo view on TripAdvisor’s hotel search pages, selecting your best primary photo could make all the difference to a potential guest’s decision.  Now your primary photo will be bigger and more visible, right up there next to those of your competitors when a potential guest is searching in your location.

Click here to see the full results of the TripAdvisor Accommodation Owners’ Survey 2011.

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