Management Response Rates

As you know, many online review sites and OTAs now allow managers to respond to reviews. If you follow this blog regularly, or are a Revinate customer, you know that we highly recommend that hotels take advantage of management responses as it's a great way to show customers that you are listening for feedback and that you care about the guest experience. But how many are responding to reviews? In April, TripAdvisor said that 7% of hotels across the world were responding to reviews.

We wanted to know if the hotels we track are doing any better so we looked at the thousands of hotels that we monitor to uncover these stats:

Over the last three months, 42.2% of hotels have responded to a TripAdvisor review.

Over the last three months, 4.3% of hotels have responded to an Expedia review.

Over the last three months, 3% of hotels have responded to a hotel.com review.

Over the last three months, 5.8% of hotels have responded to a Yelp review.

 

Comments

[Karen Avery]

My husband and I own our hotel and normally I respond very quickly but there was a particularly scathing review recently to which I am still quiet. I am waiting until I can write the review without showing too much emotion and that I was completely disheartened.

Many times people think that the rants are directed at the non people of corporations but many times, it might be that the people that are being criticized are just plain upset. I can't tell you how many sleepless nights I have had over this one complaint... I take everything in my business very personally and work my hardest. What frustrates me is when the guest doesn't let us know during the stay so that we have a chance to remedy the situation and only complains on a public forum like Yelp or Tripadvisor.