SUBSCRIBER CONTENT PREVIEW
There is no denying that the explosion of social media has forever changed the hospitality industry. Guests are increasingly tweeting, posting, texting, emailing, communicating, and commenting on the hotel guest experience - both the good and not-so-good. In today’s online world, one bad guest experience can be shared easily and broadcast to thousands of prospective and existing customers, magnifying its effect in minutes. As Jeff Bezos is quoted as saying, “Make a customer unhappy in the real world, they might tell six friends. Make a customer unhappy on the Internet, they can each tell 6,000 friends.”
With more travelers turning to the web for travel advice, it’s no wonder hotels are paying close attention to this channel. In a recent survey analyzing consumer behavior, Travelzoo found that 81% of travelers turned to hotel review sites to help with their decision making. Eighty-one percent! Half of those polled said online reviews from previous guests are the most influential. TripAdvisor puts that number a bit higher, stating recently that 87% of travelers read reviews when planning their next trip
Rather than fearing the transparency inherent in social media, most hotels have come to understand the opportunities consumer generated content online ...
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