Latest Posts

They are Talking About You & We’re Listening: The TrustScore Puts a “Grade” to All Online Comments

by October 19, 2012 6:36 pm Leave a comment

They are talking about you and it’s not behind your back. If you are not listening, it might as well be. That’s where we come in. As we announced last week, the TrustScore measures your company’s online reputation, much like the Klout score measures a person’s online influence. It’s an easy-to-read “grade,” so to speak, that boils down what’s being said across all online platforms, from review sites to social media to tell you just what your guests think of you. Not just from the usual suspects (you know who they are), but across all sites, globally. Now enter the… read more »

The TrustScore Brings Transparency to Hotels, Consumers & Travel Agents Alike

by October 12, 2012 7:25 pm Leave a comment

At TrustYou we’ve built our business as hospitality-facing solution for online reputation management. We are well known in the hospitality industry, but if you aren’t in the business, we would bet that you had not heard of us. Until now. This week our TrustScore went public (No, we are not being traded on the market). We did, however, add a search feature to our homepage that allows you to find your hotel’s score and post it directly on your website - all for free. This also means that anyone (yes, friendly hotel competition, consumers and travel agents) can search for… read more »

And the winner is…

by October 5, 2012 5:15 pm Leave a comment

We all strive to knock it out of the park, do we not? Mediocre just doesn’t make the cut. At TrustYou we are no different. We make it our goal to create and provide the best online reputation management products and solutions there are. It is a lofty goal, we know. So you can imagine our excitement when we see our goal realized and recognized - in the last 10 days alone, we added two new awards to our collection that we are pretty proud of: The Best Social Media Provider in Travel at EyeforTravel’s Simpliflying Awards: More than 50… read more »

Getting the most from your surveys: 5 tips to gain more feedback

by September 22, 2012 10:40 pm Leave a comment

Last week, we made the case that surveys = reviews, meaning that savvy hoteliers can use their own guest satisfaction surveys to gain higher ratings, higher rankings, better SEO, and more visibility to those researching where to stay. With so many important metrics resting on survey feedback, here are some quick tips to get the most responses from your surveys. 1. Keep them short Let’s face it; most people are happy to give their feedback, but aren’t interested in spending a lot of time doing it - we all have busy lives and fairly limited attention spans. When surveys are… read more »

Surveys = reviews. Are you taking advantage of guest satisfaction surveys?

by September 14, 2012 5:32 pm Leave a comment

Now that you are responding to reviews, your guests are happier, scores are on the rise and more guests are booking at your hotel. But you are hungry for more – more reviews and more, happy guests. How can you take matters into your own hands and start collecting? After all, reviews are where the action is. More reviews equate to more guests and more revenue. So what can you do? Consider guest satisfaction surveys. No, seriously. Guest satisfaction surveys have been around for ages, beginning with the tedious, 100-question, pen-and-paper questionnaire. Now, they have evolved into something much different.… read more »

Management Replies, Part III: Tips for Responding to Reviews

by September 6, 2012 8:36 am Leave a comment

In our past few posts, we’ve been talking about management responses to online reviews. We squashed some of the most common excuses hotels use for not responding to guests online (there really is no excuse!). Then, we showed you just how important it is to respond: responsive hotels enjoy 6% higher scores, which equates to higher visibility, and likely higher revenue. Now that we can all agree on the importance of responding to reviews, let’s get started on crafting those stellar responses. Here is a simple step-by-step guide to drafting responses so that you are on the right track to… read more »

Management Replies, Part II: Why Hotels Must Respond to Guest Reviews

by August 30, 2012 5:30 pm Leave a comment

Last week, we looked at how many hotels respond to guest reviews online and gave some simple solutions to help the ones that aren’t responding get started. We explained that responding to guests was extremely important; it makes guests feel heard and it improves travelers’ perceptions of a hotel. We demonstrated that management replies impact purchasing decisions and increase customer loyalty. The bottom line is: It is crucial to respond. This week, we are backing up our stance with proof. Did you know that hotels that respond to online guest reviews –regardless of if the reviews are positive or negative… read more »

Management Replies, Part I: Are You Responding to Your Customers?

by August 23, 2012 3:55 pm Leave a comment

Every day, millions of travelers check out of their hotels and head home from a trip. Many write reviews about their experiences, and most hotels miss a valuable opportunity by failing to respond. Guests write online reviews to make their opinions heard, but how can a guest feel heard without receiving a response? What message does this send to the reviewer and others reading reviews online? Certainly if the interaction were face-to-face rather than online, hotels would respond. Feedback on social media and review platforms should be no different, yet many hotels still choose not to reply. So how many… read more »

London 2012 Olympics Recap [Infographic]

by August 14, 2012 3:16 pm Leave a comment

This year, a whopping 87% of fans took to their favorite social media platforms to chat about the Olympics. A number so large that many dubbed this year’s games as “The Socialympics.” Of course, fans weren’t only chatting about the athletes over the course of the events. Travellers to London also shared their hotel experiences across social media and review sites. We tracked their opinions and put them in to an infographic. Check it out.

What are guests talking about?

by August 9, 2012 5:45 pm Leave a comment

One common question we hear over and over again is a simple, yet important one: What are guests really talking about in their reviews? The answer has many implications. It provides areas for hoteliers to focus when working to improve their scores and gives direction on how they should spend budgets for renovations and updates (new mattresses or free WiFi?). Hotels already tracking their feedback can see where their property differentiates itself and where it lags behind. In a nutshell, it gives hoteliers insight in to what is most important - and largely unimportant - to guests. With a database… read more »