New Study Says Hotels Only Respond to 4 Percent of Negative Reviews!
September 4th, 2009 Posted in Bad Customer ServiceWe have been saying for years that one of the most important things to do is to maintain your hotel’s internet reputation. If you missed some of our articles, click here.
Market Metrix and TripAdvisor did a recent study and found that “85 percent of hotels have no guidelines for monitoring, responding to or acting on guest reviews.” 85 percent! They also state that “only 4 percent of negative reviews are responded to!” The entire article can be read here.
The article suggests many of the same techniques that we do for mainting your hotel’s internet reputation. You wouldn’t ignore a bad comment card, right? Then why would you ignore a bad internet review of your hotel? Get a plan in place today!
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