The year in review: monitoring guest opinions online become a commodity for hoteliers

by January 3, 2010 12:00 pm 新闻资讯

Standard usage of social media management and customer reviews determine profits and
incentives.

Munich (w&p), January 3, 2010 – A new school of thought has launched: professional social
media monitoring has become a standard tool for hoteliers.

This is the conclusion reached by the CEO of TrustYou, Benjamin Jost, at the end of 2010.
TrustYou is the first search engine for internet reviews. It is well known that a large number
of guests consider online reviews before making a booking decision. This trend only grew in
2010 – today public opinion regarding hotel quality has a direct impact on hotel profits. And,
starting this year, good guest ratings have shown to have a positive effect on the salaries of
hotel employees.

With TrustYou-Analytics, the Munich corporation offers hotels and hotel franchises a social
media management tool capable of monitoring all reviews about a property, transmitting
information regarding the public perception and image of the hotel, allowing managers to
react, should negative guest reviews arise. Within a year, TrustYou convinced a large number
of leading hotel chains to use their services in daily business, including names such as
InterContinental Hotels & Resorts, Best Western, Maritim Hotels, and Worldhotels.

“Two years ago hoteliers had a negative perception towards guest reviews and preferred simply
to ignore them,” said Benjamin Jost. “Today, given the growing relevance of reviews for guest
decisions, even hoteliers have begun to think differently. A social media monitoring tool for
hoteliers is now a standard tool like revenue or booking systems. With our tool, hoteliers know
what guests are saying about an individual property, entire hotel chains or competitors and what
they liked or disliked about the hotel. These analyses have already become a fixed bullet point
on morning meeting agendas. Modern quality management relies on guest opinions and the
internet is a fundamental component of the communication strategy a hotel has with its guests.
We are looking forward to 2011, during which this revolution will no longer be stoppable.”

About TrustYou-Analytics

TrustYou-Analytics provides services directly to hoteliers and tour companies, allowing them a time-saving and
uncomplicated reputation management. The service is based on the technology from TrustYou, the world’s first
search engine for internet reviews. Currently the service analyses 220 million user opinions (in four languages) posted
on review and booking portals, blogs, forums and communities. The search results are based on a semantic analysis
that differentiates between positive, neutral, and negative statements. This is made possible thanks to a computer
linguistic and semantic technology, developed by TrustYou in cooperation with the Ludwigs-Maximilian-Universität in
Munich.

TrustYou-Analytics has made the Munich firm the worldwide market leader in the social media monitoring field and in
semantic technology for the tourism industry. TrustYou-Analytics provides services to hoteliers and tour companies,
allowing them a time-saving and uncomplicated reputation management. The analysis tool can be accessed over the
preferred web browser (such as Internet Explorer or Firefox). Hundreds of individual hotels and hotel chains such as
InterContinental Hotels & Resorts, Best Western, Maritim Hotels or Worldhotels rely on the service TrustYou provides.

TrustYou was founded in March 2008 by Jakob Riegger and Benjamin Jost with the vision of obtaining a complete
picture of all internet reviews world wide. In 2008 the Verband Internet Reisebetrieb (VIR) awarded TrustYou, naming
it the best, most innovative start-up company in the online travel industry.

Download

Standard usage of social media management and customer reviews determine profits and
incentives.

Munich (w&p), January 3, 2010 – A new school of thought has launched: professional social
media monitoring has become a standard tool for hoteliers.

This is the conclusion reached by the CEO of TrustYou, Benjamin Jost, at the end of 2010.
TrustYou is the first search engine for internet reviews. It is well known that a large number
of guests consider online reviews before making a booking decision. This trend only grew in
2010 – today public opinion regarding hotel quality has a direct impact on hotel profits. And,
starting this year, good guest ratings have shown to have a positive effect on the salaries of
hotel employees.

With TrustYou-Analytics, the Munich corporation offers hotels and hotel franchises a social
media management tool capable of monitoring all reviews about a property, transmitting
information regarding the public perception and image of the hotel, allowing managers to
react, should negative guest reviews arise. Within a year, TrustYou convinced a large number
of leading hotel chains to use their services in daily business, including names such as
InterContinental Hotels & Resorts, Best Western, Maritim Hotels, and Worldhotels.

“Two years ago hoteliers had a negative perception towards guest reviews and preferred simply
to ignore them,” said Benjamin Jost. “Today, given the growing relevance of reviews for guest
decisions, even hoteliers have begun to think differently. A social media monitoring tool for
hoteliers is now a standard tool like revenue or booking systems. With our tool, hoteliers know
what guests are saying about an individual property, entire hotel chains or competitors and what
they liked or disliked about the hotel. These analyses have already become a fixed bullet point
on morning meeting agendas. Modern quality management relies on guest opinions and the
internet is a fundamental component of the communication strategy a hotel has with its guests.
We are looking forward to 2011, during which this revolution will no longer be stoppable.”

About TrustYou-Analytics

TrustYou-Analytics provides services directly to hoteliers and tour companies, allowing them a time-saving and
uncomplicated reputation management. The service is based on the technology from TrustYou, the world’s first
search engine for internet reviews. Currently the service analyses 220 million user opinions (in four languages) posted
on review and booking portals, blogs, forums and communities. The search results are based on a semantic analysis
that differentiates between positive, neutral, and negative statements. This is made possible thanks to a computer
linguistic and semantic technology, developed by TrustYou in cooperation with the Ludwigs-Maximilian-Universität in
Munich.

TrustYou-Analytics has made the Munich firm the worldwide market leader in the social media monitoring field and in
semantic technology for the tourism industry. TrustYou-Analytics provides services to hoteliers and tour companies,
allowing them a time-saving and uncomplicated reputation management. The analysis tool can be accessed over the
preferred web browser (such as Internet Explorer or Firefox). Hundreds of individual hotels and hotel chains such as
InterContinental Hotels & Resorts, Best Western, Maritim Hotels or Worldhotels rely on the service TrustYou provides.

TrustYou was founded in March 2008 by Jakob Riegger and Benjamin Jost with the vision of obtaining a complete
picture of all internet reviews world wide. In 2008 the Verband Internet Reisebetrieb (VIR) awarded TrustYou, naming
it the best, most innovative start-up company in the online travel industry.

Download