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Posts tagged ‘rankings’

Five properties in TripAdvisor top five

Breaking into the upper echelon of TripAdvisor’s popularity index is a noteworthy achievement for any business.  But to place five properties from one collection in the top five consecutive spots?  That’s cause for huge congratulations.  Hotels from the Red Carnation Collection currently rank 1-5 in London’s competitive market of 1,000+ hotels.  Kudos to them!

logoThese hotels are clearly doing something right with travelers, whose reviews are the primary factor in TripAdvisor rankings.  They’re following many of our suggested best marketing practices for accommodations, too.  Four out of five of them write management responses; they’ve uploaded anywhere from 16 to 42 management photos; they each have a Business Listing with an active Special Offer; and they all feature TripAdvisor ratings on their own websites.  And while none of that impacts their popularity ranking, it all helps them put their best foot forward with prospective guests who land on their page.

So hats off to Red Carnation and The Milestone, Egerton House, Hotel 41, Montague on the Gardens, and Chesterfield Mayfair – keep up the great work!

London

Taking a stand against Organized Boosting

“Organized Boosting” or “Optimization” fraud occurs when businesses pay others to post fake reviews.

TripAdvisorSuccess.com is an example of an organization offering these services. There’s evidence that the company is paid by clients to write fake reviews in an attempt to “boost” a property’s performance on the site. Also, TripAdvisorSuccess did not deliver the reviews it promised to some clients and when they tried to cancel their payments, it threatened to post fake negative reviews on their properties. At this time, TripAdvisor has identified properties using TripAdvisorSuccess and penalized them. TripAdvisor is also considering various actions against TripAdvisorSuccess.com itself. TripAdvisor encourages businesses to avoid engaging with firms like this one.

TripAdvisor has a zero-tolerance fraud policy. Here are four tactics we use to stamp out Organized Boosting companies like TripAdvisorSuccess and others who commit fraud:

1. Analyze Incoming Reviews: TripAdvisor employs a large, international team dedicated to preventing fraud. Fraud detection systems, including sophisticated filtering and behavior modeling tools, help the team identify widespread attempts to manipulate the system. All reviews are analyzed and suspicious patterns that emerge are flagged for additional investigation.

2. Listen to the Community: Our business partners and travelers are a key resource when it comes to stamping out fraud. Most community members are honest and simply want to help each other. When something doesn’t seem right, report it and the fraud team will investigate.

Business partners can report problems with reviews via the Management Center, under the “Manage your reviews” menu. Click the link under “Dispute a review” and then select “Report organized boosting” as the issue on the form. Travelers can report suspicious reviews with the “Report problem with review” link on each review on the property page.

3. Identify Unscrupulous Businesses: The TripAdvisor fraud investigation team regularly sets up dummy optimization firms and accounts on known optimization-hiring sites where users are paid to write reviews. Their goal is to identify and penalize property owners who try to purchase these fraudulent services.

4. Take Action: When a business engages in fraudulent activity, TripAdvisor evaluates a variety of penalties, including removing the fraudulent reviews, dropping the offending business from the popularity index and adding a notification to the business’ profile (see right). TripAdvisor may also pursue legal action.  

We’re working alongside members of our community to eliminate fraud. To learn more about TripAdvisor’s fraud policies, visit: www.tripadvisor.com/help and search “What is considered fraud?”


TripAdvisor business partners can report Organized Boosting with
this form in the Management Center

Louvre Hotels Group adds TripAdvisor content to new sites

In January, Louvre Hotels Group announced the launch of new web sites for its Premiere Classe, Campanile and Kyriad brands. As part of this relaunch, the Group partnered with TripAdvisor to display each property’s rating and five most recent reviews on these brand pages.

According to Louvre Hotels Group, a key objective for the new sites included simplifying customer interactions. TripAdvisor ratings and reviews were incorporated to improve customers’ online experience – putting all of information they need in one place. The Group also hopes to improve online conversion rates through the transparency of the reviews and by leveraging TripAdvisor’s reputation.

When asked about the partnership with Louvre Hotels Group, Maud Larpent, Senior Manager, Partnerships at TripAdvisor said: “This initiative demonstrates the Group’s commitment to transparency and means that visitors to the brands’ websites will be able to base their booking decisions on the views and opinions of travelers. We are also looking forward to helping Louvre Hotels Group collect feedback from their customers and to working with hotel management to highlight the importance and influence of their responses to customer comments.”

To learn more about displaying TripAdvisor content on your own website, visit www.tripadvisor.com/widgets.

TripAdvisor ratings and reviews on the newly launched Campanile website

How Hotel Commonwealth Climbed to the Top of TripAdvisor Boston Rankings

Boston, Massachusetts is rich in history.  One of the oldest cities in the U.S., it also boasts many respected and long-standing hotels.  So how did Hotel Commonwealth, an independent property founded in 2003, come onto the Boston hotel scene and climb to the very top of the TripAdvisor rankings?
According to their staff, it’s all about focusing on the guest experience, asking for – and continually improving because of – guest feedback, and then letting that feedback, by way of TripAdvisor reviews, usher new guests in the door.  Watch our video spotlight for all the details!

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

 

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.

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