Rants & Raves in 2012
Over One Million Online Comments Show What Guests Love & Complain About Most Are Often One in the Same Says TrustYou Data
Whether they love it or loathe it, travelers are taking their feedback online in increasing numbers. TrustYou, an online reputation management market leader for the hospitality industry, scoured a million comments, spanning approximately 200,000 reviews posted this past year,* to find out what guests are ranting and raving about. More often than not, it is one in the same: service, food, breakfast, cleanliness (or lack thereof), room size and pricing made appearances on both the top 10 complaints and compliments. The good news for hotels is that the number of positive comments outnumbers the negative by a landslide. Great service, for example, has nearly nine times the number of comments than unprofessional or incompetent service. However, service appeared on the top rant list in three places: unprofessional/incompetent service (number one spot), unfriendly service (seventh place), and bad service (ninth place). Even when combining all of the negative service comments, the plus side still outnumbers the minuses by nearly five to one. While there seems to be lots of talk surrounding hotel Internet (free vs. charging for it), that did not make the top 10 rant or rave (it came in at number 15 on both lists with minimal comments).
Here’s a look at the top rants and raves, representing a global picture from over 200 sites around the world across 23 languages (for the expanded list visit here):
RANTS |
|
mentions |
1 |
Unprofessional/incompetent service |
11785 |
2 |
Small room |
8669 |
3 |
Expensive/overpriced |
8390 |
4 |
Tasteless, bad breakfast |
8243 |
5 |
Bad food |
5956 |
6 |
Dirty room |
5439 |
7 |
Unfriendly service |
5123 |
8 |
Bad bathroom |
4600 |
9 |
Bad service |
4266 |
10 |
Loud, noisy room |
4123 |
RAVES |
|
mentions |
1 |
Great service (friendly, professional, efficient) |
103440 |
2 |
Great, well-situated location |
98668 |
3 |
Good room |
40191 |
4 |
Great food |
42868 |
5 |
Great breakfast |
41356 |
6 |
Clean room/hotel |
27513 |
7 |
Large room |
23867 |
8 |
Good, affordable price |
23292 |
9 |
Good bed |
11369 |
10 |
Nice view |
9147 |
“There has been a tremendous growth in online feedback, especially as it relates to the hospitality industry,’” said Benjamin Jost, CEO and co-founder of TrustYou. “The comments are extremely valuable for both consumers and hoteliers,” he added. “Travelers are able to get a peer’s opinion on a hotel experience and hoteliers are able to address the issues or misperceptions in a public forum. This has brought an entire new level of transparency and accountability to the industry.”
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About TrustYou
Since 2008, TrustYou has set the standard for reputation management with solutions for hospitality-industry businesses to analyze online reviews, tweets and posts across the social web, to gather trusted reviews directly from its customers, and to use the authentic conversations to successfully market online reputations.
TrustYou’s monitoring dashboards capture sentiment and opinions from millions of comments in one easy-to-view place from sources like Tripadvisor, Facebook, Google+, Twitter, Yelp and more across 23 different languages. In addition, TrustYou provides free online customer satisfaction surveys and marketing tools for all hotels. TrustYou's international team hails from 23 countries and speaks more than 20 different languages. The company already has more than 10,000 customers in 60 countries and monitors over 400,000 hotels, provide an extensive base for competitive analysis. TrustYou’s clients include individual hotels, independent boutique chains, destinations and major global brands such as Accor, Marriott, Starwood, Hard Rock Cafes and Best Western Hotels. The company’s partnerships span an impressive variety of organizations; from tech companies like Google, Trust and Micros, to destination-specific alignment with Germany and Switzerland to develop the countries’ official star-rating systems for hotels. TrustYou’s headquarters are in Dallas, USA and Munich, Germany, with further representatives in the U.K., the Netherlands, France, Central Europe, Asia and Australia. To learn more about TrustYou visit trustyou.wpengine.com.
Media Contact: Carla Caccavale, Carla.Caccavale@TrustYou.com, 914-673-0729
*Based on one million randomly selected comments in reviews written within the last year.
©2012 TrustYou, All rights reserved.