4 expert tips to build your reputation on TripAdvisor
How does a hotel survive a scathing review on a travel platform that establishes incontrovertible evidence of incompetence or neglect? A company insider supplies helpful advice.
Its core is user-generated ratings, reviews and photos—350 million unique monthly visitors and 320 million reviews and opinions on more than 6.2 million hotels, restaurants, and attractions.
Owners of some hotels and restaurants love it because it has leveled the playing field between small and large destinations and attractions. An executive told me that he has met hotel and restaurant owners who wept tears of joy when he met them in person at conferences.
However, some business owners feel reviews on TripAdvisor do not reflect their businesses accurately. As with all review sites, some folks will be unhappy.
I spoke with Brian Payea, head of industry relations at TripAdvisor, who outlined ways that business owners and organizations’ brand managers can get the most from the site:
1. Provide great hospitality.
If the overall experience matches the expectations for customers, TripAdvisor says that it will be reflected in the reviews.
Payea says 93 percent of surveyed users have said that their experiences met the expectations set by users’ reviews—but saying you should provide great service isn’t guidance.
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