Research
My Last Review was _____: a Guest's Perspective
As a central point of our latest research project, we wanted to discover what type of reviews guests are leaving after their latest stay. So what did we do? We asked a group of travelers a set…
The Independent Hotel Series - Part II: Optimizing Your Website
Last week we started our Independent Hotel Series, as an extension of our latest eBook: Branding Without The Brand Name - An independent Hoteliers Guide To Building Brand Value. In the first part of the…
The Hotel Guest's On-Site Experience - Communicating with the Guest
When working in hospitality, and especially when managing a hotel, you quickly learn about the guest journey and what it implies. You probably know by now that there are three main phases that a traveler…
These Categories Are Most Positively and Negatively Impacting Hotel Ratings
Friendliness of staff most positively impacts hotel ratings, while bathrooms are dragging hotel ratings down most often. Guest reviews have gone beyond simple 1-to-5 star hotel ratings. With the introduction of guest satisfaction surveys…
[Infographic] Online Booking Trends: Understanding Traveler Behavior
When it comes to booking a hotel, predicting traveler behavior is difficult. While research studies exist, the facts often remain a mystery to those who don’t have much time to sift through it. With this…
[Infographic]: An Analysis of Hotel Guest Conversations
Engagement is on the rise between hotel staff and guests through messaging services as conversations increasingly move digital and mobile. Recording these conversations opens the door to further insight into the guest journey by analyzing their…
What OTAs Have That Most Hotels Don’t
In today’s search process, it’s all about options. When searching for a hotel, travelers are presented with a variety of accommodation options on search engines, OTA’s and travel sites. Aside from price and location, a…
The Path of One Survey Review: An Infographic for Hoteliers
There is no single way travelers review their experience at a hotel online. Travelers may be loyal TripAdvisor enthusiasts, post their thoughts on social media, write an email directly to the hotel, or reach out in…
Survey shows that TrustYou is the most used program for online reputation management
Online reviews have developed as an important marketing instrument for hotels. The right way of dealing with reviews results in a stronger customer relationship, more bookings, higher revenue and offers possibilities for better quality management.*…
The Simple Secret to More Direct Bookings
On Monday, the NY Times reported that “MMGY Global’s 2015 survey of nearly 3,000 leisure travelers found that while third-party sites remain popular for comparing vacation hotels and prices, there was a noticeable drop compared…
Path to Travel Purchase: Bouncing Between Brand.com & OTAs
Understanding and attributing each step in the traveler’s path to purchase is the Holy Grail of hotel marketing and revenue management. It’s a highly variable, and thus, difficult-to-track path. Something akin to watching a toddler…
Understanding Which Hotel Attributes Prompt Travelers to Book
Review data has a significant impact on travelers’ booking decisions. In fact, 95% of travelers read reviews, according to a recent TrustYou study. But what hotel attributes mentioned within reviews actually prompt a traveler to…