Online feedback has transformed the hospitality industry. Comment cards and guest books have always allowed customers to share their thoughts on their stay, but now these experiences, both good and bad, are being shared immediately online and it’s influencing where customers choose to spend their money.
Consumers want to get a glimpse of holiday destinations before they go. They are getting their ideas directly from other visitors, not just marketing teams.
So how are hotels dealing with review websites? In what new ways can the holiday experience be shared? And can digital communities be integrated into the marketing plan? Comment from:
- Charlie Osmond, Chief Tease, TripTease on content creation & social media driving business growth
- Sinai Pedreschi, Director of Sales & Marketing, The Stafford London on TripAdvisor and customer feedback
- Satyan Joshi, Industry Manager – Travel, Google on the impact of video reviews on hotels and OTAs
- Christopher Michau, VP – Global Partner Group, Expedia France SAS on integrating social media into the travel business model
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