Latest Posts

Let’s Be Honest about Facebook & Hotels

by April 8, 2013 11:50 am 1 Comment

Let’s face it, Facebook is really hard for many hotels. As I sift through social media for hotels that are doing it well, it’s much rarer to find examples of hotels with engaging content on Facebook than it is on Twitter. A litany of Facebook strategies are out there for hotels, so I’m not going to rehash what you probably already know. However, I do want to give you a few things to consider about Facebook, because it makes a difference in your brand, which affects your reputation, which affects your revenue. Brand=Reputation=Revenue (or) Reputation=Brand=Revenue. Goodbye Social Media Manager, Hello… read more »

Brands Double the Exposure of a Positive Comment on Twitter

by April 5, 2013 9:13 am Leave a comment

Some brands are helping properties double their positive online guest feedback by retweeting the comments. Not only does this boost the brand, but it also gives a little extra exposure to individual properties. True, this is self serving and should be used sparingly so as not to turn off your followers. They don’t want to see tweet after tweet of indulgent accolades. But I do believe there’s a useful place for it if your hotel has high Twitter volume and you’re strategic about the posts. For instance, if you’re aiming to keep families—and especially children—happy perhaps be looking for feedback… read more »

Get Tangled Up in Vine – or How Not To

by April 3, 2013 9:11 am Leave a comment

As I mentioned yesterday, adding a video link to your Twitter posts dramatically increases open rates—twice as much! That’s a lot. Now, enter Vine. Twitter’s new app makes six-second looping videos and allows you to share them on Twitter and Facebook. It’s easy. Too easy, as you’ll see when you start exploring what people have been up to with this new tool: babies rubbing food in their hair, bartenders mixing drinks, people walking down the street. All things you’ve seen before. So how can you use Vine to set yourself apart and bump up your Twitter engagement?   Give users… read more »

Meet the new brainTRUST blog

by April 2, 2013 5:48 pm Leave a comment

Welcome to the web’s newest online strategy resource—the brainTRUST blog. Count us among your valuable advisors on hotel social media and online reputation management. Here several times each week, we’ll talk about increasing social media engagement, using new apps, and navigating the world of online reputation management. Here’s a teaser of what you can expect from us in our first post (stay tuned—it’s coming tomorrow): Vine for Twitter — The Easy Six-Second Video A recent study (over here if you’d like to read it all, and we recommend it!) shows that Twitter posts with an image or video are 2X… read more »

Mövenpick Hotels & Resorts Benefits from TrustYou

by March 1, 2013 6:41 am Leave a comment

Mövenpick Hotels & Resorts Reinforces Service Excellence with Increased Monitoring & Transparency in Online Reviews Mövenpick Hotels & Resorts is a collection of upscale accommodations, spanning Europe, Africa, the Middle East and Asia. The Zurich-based company prides itself on delivering premium service, culinary enjoyment and sustainable environments, all delivered to guests with a personal, friendly touch.  Mövenpick Hotels & Resorts were early adaptors in recognizing the value of monitoring and responding to online reviews and feedback.  As review and social media platforms began emerging, the company knew these opinions were a valuable source of insight and would have a significant impact… read more »

TrustYou for President!

by February 20, 2013 8:49 am Leave a comment

(Not Really, But We Do Need Your Vote) Mobile, mobile, mobile solutions. We heard you loud and clear; you need mobile solutions. With everyone glued to their phones there is no way around it. Eighty-five percent of leisure travelers use their smart phones while on the road. So we developed iPad compatible surveys, QR code solutions and more to stay in the know when it comes to online reputation management. We are going to be completely honest here: we are very proud of the strides we’ve made in this space, so you can imagine how excited we were to find… read more »

Reviewer Romance Has Died & You’ve Lost That Loving Feeling

by February 14, 2013 5:53 pm Leave a comment

14 Ways to Make Guests Fall in Love All Over Again It’s Valentine’s Day and love is in the air. The problem is you aren’t feeling the love you once did from your customers. The hotel has kept its rooms clean, amenities in line and service prompt. The love letters (in the form of glowing reviews) just aren’t there. Your relationship with your guests has past the “honeymoon phase.” Things are getting stale and it’s time to spruce it up a bit; make them remember why they fell in love in the first place. Make them want to sleep with… read more »

Redefining SEO: Review Response Help, Part I

by February 12, 2013 11:45 pm Leave a comment

As promised in last week’s post, we will be responding to reviews that you had some trouble crafting an answer for on your own. This review titled “Sad But True” had guests who said they would *never* recommend this place to anyone (they put the stars around never, not us). Would a thoughtful response help to change their mind? Have these guests give the hotel another shot? It never hurts to try. See our first post and response from below; this is what we call giving a new definition to SEO (shaping excellent outcomes). Have a review that you need… read more »

Forget b2b & b2c. It’s p2p.

by February 8, 2013 6:04 pm Leave a comment

We’re a b2b company, so it’s pretty bold for us to tell you to forget b2b. This video said just that and made a good point: It’s all about p2p. People to people. Take a look. And show your boss if they are not convinced on the power, and need, for social media. (via Ryan Holmes, CEO, HootSuite)

Improve Your Reputation, Bring in More Revenue. Don’t Believe Us? Calculate It For Yourself.

by February 5, 2013 10:46 am Leave a comment

For those who ask why you’re spending so much time on all this online review “stuff,” tell them time is money. The time you spend managing your hotel’s online reputation brings in more revenue, and we have developed this handy calculator to show you just how much more revenue your better reputation is worth. In a recent study, TrustYou found that with a higher TrustScore, a hotel can charge 4.6% more per night for its rooms without seeing a significant drop in occupancy. As it turns out, guests are willing to pay more for a hotel with a better reputation.… read more »