Rants & Raves in 2012

by October 31, 2012 12:14 pm 新闻资讯

 

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.”

###

关于 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 www.trustyou.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.