Reputation Management on TripAdvisor

Todd Skelton, TripAdvisor’s West Coast Senior Advertising Sales Manager, gave a presentation on reputation management at April’s Power Lunch at The Westin. If you’re not already managing your business’s listing on TripAdvisor, you should be. Did you know that 89 percent of global travelers say reviews are influential when choosing where to book? Click through the slides to learn more about TripAdvisor and get tips for managing your listing.

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How To Deal With Bad Restaurant Reviews Effectively

Restaurants need to understand how to deal with bad restaurant reviews effectively. Here is why?

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Restaurants need to understand how to deal with bad restaurant reviews effectively. Here is why?

In the Hospitality Industry, Everything Is Up For Review

TripAdvisor, Yelp, Uber, Airbnb,, Expedia, Priceline – all are examples of online services where reviews
weigh heavily in consumer purchasing decisions. Indeed, we now inhabit a literal ‘Review Age’ where everything and
everyone under the sun can be given an online user evaluation in some way, shape or form. Moreover, when it
comes to hospitality, guests will also pass judgment on you, as a hotel operator, for how well you curate your
property’s online criticisms across all digital channels.

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Reputami bought by multi-sector reputation management service eKomi

eKomi, a provider of online reputation management tools to businesses across various industries, has snapped up travel-focused service Reputami.


Terms of the acquisition were not disclosed. Reputami was created in Germany in 2012, providing hoteliers with review management, social media monitoring and guest profiling tools.


eKomi says the deal will help bring the newly acquired company’s existing travel-related tools to a wider audience of its customers, with Reputami’s users gaining access to the review and rating system provided by the Berlin and Los Angeles-based service. Co-founders of Reputami, Ali Saffari and Oliver Pitsch, have made a big play on the company’s Customer Search tool – a process by which hoteliers can be given information from publicly available content before a guest arrives for profiling purposes.


eKomi CEO Michael Ambros says: “eKomi’s product is already widely present across every industry vertical and Reputami’s premiere analytical capabilities will benefit our existing and new customers while offering a wider feature set, enriched technology, and user experience in an age where ever-prominent importance continues to be placed on ratings, reviews, and social interaction as a fundamental revenue-driver in companies.”

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Can a Hotel Do Online Reputation Management with Guest Surveys Alone

The internet hauls a truckload of statistics to support the fact that guest surveys and real-time feedback tools are efficient ways to track a hotel’s standing on the web. But when it comes to a hotel online reputation management system, social media only perpetuates it. Building a brand name and a strong web presence requires strategies that are deeper and more indulgent.


Proactive Measures Hotels Take to Mitigate Online Reputation Damage Resulting from Bad Reviews


When a guest posts a negative review, hotels can try to mend the blotched reputation with proactive acknowledgements and retorts. Simply put, this is a type of damage control, but the process does not represent reputation management completely.


What does online reputation management for hotels involve?


By definition, it is the practice of shaping public perception of a hotel by influencing online information (reviews, posts, feedback and discussions) about the brand. In the same light, a recent study has revealed that reputation, recommendations and online reviews currently drive more bookings compared to other factors such as location or price. But data depicts that user reviews are generally deeply flawed.


The solution: Survey


Survey is one of the best ways to guide the respondent who can consider a wholesome experience. Focusing on only the best or worst one (or the one that stands out) is not an appropriate way of handling things. When it comes to social media sites, big data analytics studies have proved that guests who have had a bitter experience are more likely to post about it online, compared to guests who have had a good experience. In order to indulge the customers who have had satisfactory to excellent experiences, they should be encouraged to fill out feedback forms or surveys during the visit or immediately after the trip. Tapping them with fresh memories is the best way to capture genuine feedback that proves beneficial for the hotel brand. This can be a strenuous task when done manually.


How to do online reputation management without hassle?


The portfolio of tasks that can be listed under online customer engagement is huge. Especially in the hospitality industry, it spans through feedback capturing, survey form collection, intervention in discussion forums, tracking ratings, maintenance of the star status and social media engagement. All of this and much more beyond comprehension of the human mind can be automated with online reputation management services. These are smart tool with uncompromising features that help to capture, measure, and optimize the guest experience. Further, they bringing together every single online review and social media comments in a solo and unified view. These can be duly followed up to improve online reviews at a faster pace so that the turnaround time is maintained and hotel guests to tap the right chord in the prospective or past guest’s mind.


 So, how can an online reputation management tool help?


It not only helps to track unresolved problems for the hospitality teams to work on later, but also stops unpleasant experiences from having a dramatic impact on the overall ‘guest loyalty score’. After all, guests with a bad experience are thrice more likely to publicize it online. This is prevented by encouraging them to be more sugar coated while expressing their experience online.

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