White papers

A White Paper From HSMAI + TrustYou: Do You Know You...

Valerie Castillo // August 12, 2021

Throughout the pandemic, hotel companies adapted to the new dynamics of customer feedback. During recovery, they’re applying the lessons they learned — and implementing solutions that are increasingly responsive, adaptive, and data-driven. We collaborated with…

TrustYou Presents The Review Insights Report - Globa...

Laura Badiu // April 14, 2020

The Review Insights Report explores the state of the 2019 travel and hospitality industry through an extensive research of the global and regional markets, as well as through insights into our own data regarding the…

Impact of Review Content on the Booking Behavior of ...

Katharina Heitmann // April 30, 2019

In the age of digitalization, the internet has become a platform where consumers actively participate and share their views and experiences openly. User Generated Content (UCG) shapes e-commerce, travel, and many other industries because consumers…

Consumer Research Emphasizes Importance of Online Fe...

Nicholas Scott Johnson // April 4, 2018

Travelers show similar behavioral patterns in regard to their relationship with online guest feedback about hotel accommodations. Touchpoints related to online reviews occur throughout every phase of the guest journey. During the pre-arrival, on-site, and…

Consumer Research Reveals Guest Preferences and Expe...

Nicholas Scott Johnson // June 20, 2017

Once a traveler becomes a guest, the lines of communication open up. In this research, we sought to identify the guest’s experiences and expectations through the means of digital correspondence between guests and their overnight…

Consumer Research Uncovers Travelers' Online Search ...

Nicholas Scott Johnson // January 31, 2017

Souhaitez-vous savoir comment les voyageurs trouvent votre hôtel? Nous avons récemment rassemblé une recherche relative aux comportements similaires des voyageurs au cours des processus de recherche et de réservation. L'étude révèle les facteurs pertinents et…

Consumer Research Uncovers Travelers' Online Search ...

Nicholas Scott Johnson // January 25, 2017

Do you want to know how travelers are finding your hotel? We've recently collected research revealing travelers' similar behaviors during the search and booking processes. This study uncovers the relevant and important factors affecting the…

The Effect of Reviews on Hotel Conversion Rates and ...

Nicholas Scott Johnson // October 8, 2015

Reviews and online user generated content are increasingly important for travelers during the research process and when choosing a hotel. This research was designed to better understand the relationship between review scores, conversion rates and…

Consumer Research Identifies Which Attributes are Mo...

Laura Badiu // July 1, 2015

TrustYou, working in conjunction with Donna Quadri-Felitti, incoming Director of the School of Hospitality Management at Pennsylvania State University, developed a study to which hotel attributes have the biggest impact on travelers’ booking decisions. The…