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eTourism Trends and News
Social media, mobile Internet, online distribution, online communication in tourism (French-English-German) Web: www.hevs.ch / www.tourobs.ch / www.etourism-monitor.ch
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Online reputation directly affects revenue per room in hotels - so what to do about it? | Tnooz

Online reputation directly affects revenue per room in hotels - so what to do about it? | Tnooz | eTourism Trends and News | Scoop.it
Want to get some hard numbers as to how influential a hotel’s reputation can be to the bottom line? Well, here you go.

A one-point increase in a hotel’s 100-point Global Review IndexTM (GRI), for example, leads up to a 0.89% increase in price (ADR), a 0.54% increase in occupancy, and a 1.42% increase in revenue per available room (RevPAR).
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Study Reveals Users Will Not Book a Hotel that Has No Reviews Online

[INFOGRAPHIC] Independent Study Conducted by PhoCusWright® on Behalf of TripAdvisor Reveals Users Will Not Book a Hotel that Has No Reviews Online - TripAdvisor®, the world's largest travel site*, today announced the results of an independent study1that...
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TripAdvisor reviews impact bookings for economy hotels more than their luxury counterparts - Skift

TripAdvisor reviews impact bookings for economy hotels more than their luxury counterparts - Skift | eTourism Trends and News | Scoop.it

The impact of positive user reviews on a hotel’s revenue increases as you move down the scale of hotels from luxury to the economy segment, reports a study to be released by the Cornell School of Hotel Administration at the end of this week. User reviews refer to ReviewPro’s aggregate user review score, which is a composite score across all review sites including TripAdvisor, Expedia, and Priceline.

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Shireen Akbarally's curator insight, March 16, 11:20 PM

This article analyses the impact of user generated sites such as TripAdvisor, expedia and priceline on the ADR and RevPAR of particular hotels. The study that was carried out by the Cornell School of Hotel Administration, showed that economic hotels were more influenced by these ratings, whereas luxury hotel ratings usually had little or no impact on the performance of the hotel. This is probably due to the fact that luxury travellers usually trust larger luxury brands and their percieved reputations, where as economy travellers are more likely to compare and find the best value for their money. When travelling to economically priced hotels people are usually more weary about what standards the hotel will offer, in which case they will search for user generated content and analyse their options more carefully. Economic hotels which have been highly rated by their customers on these sites are seen to have achieved higher ADR's and RevPAR's per point increase of their rating. The ability for customers to post their own reviews is a growing trend that will only grow in popularity and this could be seen via the great success of websites such as TripAdvisor. They are able to provide a range of reviews from instances where hotels have underperformed or superseeded their guests expecations, allowing future customers to get an average idea of either a positive or negative experience.

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Top hotel guest rants and raves in 2012, based on survey of 1 million comments

Top hotel guest rants and raves in 2012, based on survey of 1 million comments | eTourism Trends and News | Scoop.it

A TrustYou study of 1 million hotel comments reveals what travelers are saying and how to stay ahead of the complaint curve. So what are guests’ biggest rants and raves? More often than not, it is one in the same. Service, food, breakfast, cleanliness (or lack thereof), room size and pricing made appearances on both the top 10 complaints and compliments.

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Répondre aux avis publiés en ligne: le faites-vous?

Répondre aux avis publiés en ligne: le faites-vous? | eTourism Trends and News | Scoop.it
Un hôtelier doit-il répondre à tous les commentaires qui concernent son établissement? Doit-il offrir des privilèges aux clients qui en font l’éloge? Que faire avec les attaques personnelles? Une étude de Forrester et TripAdvisor révèle que 71% des voyageurs estiment qu’il est important, de la part des hôteliers, de répondre aux avis. Cela contribue à améliorer l’image, à mousser les réservations et le chiffre d’affaires de l’entreprise. Choisir les bons mots, conserver un ton et un langage professionnels tout en évitant un discours formel, aller rapidement au but, répondre aux commentaires n’est pas une tâche anodine. Cette analyse propose quelques astuces pour s’y prendre judicieusement.
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TripAdvisor make City Guides Android app social with in-app photo sharing and check-ins - Skift

TripAdvisor make City Guides Android app social with in-app photo sharing and check-ins - Skift | eTourism Trends and News | Scoop.it
TripAdvisor updates its City Guides Android app adding online sharing features to its offline guide material.
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The Impact of Social Media on Lodging Performance - Cornell School of Hotel Administration

The Impact of Social Media on Lodging Performance - Cornell School of Hotel Administration | eTourism Trends and News | Scoop.it

Social media has been touted as having an increasingly important role in many aspects of the hospitality industry, including guest satisfaction and process improvement. However, one of the more intriguing aspects of social media is their potential to move markets by driving consumers’ purchasing patterns and influencing lodging performance. In the absence of a comprehensive attempt to quantify the impact of social media upon lodging performance as measured by bookings, occupancy, and revenue, this report uses the unique position of Cornell’s Center for Hospitality Research to combine data from three CHR research partners (ReviewPro, STR, and Travelocity), and two other data providers (comScore and TripAdvisor) in a first attempt at determining ROI for social-media efforts.

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Extreme comments ignored and few focus on negative reviews says TripAdvisor [INFOGRAPHIC] | Tnooz

More than half of TripAdvisor users say they won't book a hotel if it has no reviews according to research carried out for the company. The PhoCusWright study reveals TripAdvisor users (87%) feel more confident in their decision when they read the reviews and 98% say they find them ‘accurate of the actual experience’. Additional findings show 59% of users ignore extreme comments and only 5% say they focus on negative reviews.


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Hotel review sites: Hotels fail to get a grip on reality

Hotel review sites: Hotels fail to get a grip on reality | eTourism Trends and News | Scoop.it
The increasing use of online hotel review sites allows brands to see if their promises live up to customer expectations. A recent survey shows only two brands hit the spot.
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Olery - All hotel review sites (including OTA) in one place and up-to-date

Olery,an Amsterdam-based provider of guest experience management software for the leisure and hospitality industry, relaunched its Olery Review Sites Database including details on more than 130 international sites and social communities where people review travel related properties.

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Should hotels outsource the management of customer reviews?

Should hotels outsource the management of customer reviews? | eTourism Trends and News | Scoop.it
Hotel GMs are finding themselves in somewhat of a conundrum when it comes to responding to online guest feedback.

Most experts suggest responding to every review—whether positive or negative—to show commitment to customers. “I think hotels should be responding to all negative reviews and all positive reviews, as long as there is a way to personalize the response,” suggested Michelle Wohl, VP of marketing for Revinate, a software platform that helps hotels and restaurants manage their online reputation.
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