Iâ€™ve always been a big fan of common sense – indeed, everyone should be, right?
Not deliberately trying to be controversial but the customer is always right, unless they are dead wrong.
It’s been part of the user review story for years – hotels worried about customers holding them to ransom with the threat of a bad review unless they get a refund or an upgrade.
TripAdvisor has crunched a heap of data to find out what increases the interaction between a hotelier and guests that leave reviews on the site.
Responding to online reviews from guests is crucial. It makes them feel heard, and it is one of the best ways to improve customer satisfaction and guest loyalty post-stay.
Hotels have learned over the years that guest reviews are just part of the feedback process, many of which are now thrust on to the web on sites such as TripAdvisor.