28 Jun Why it is so important for your hotel to respond to TripAdvisor comments
Recent studies have shown that hotel owners that respond to user comments on TripAdvisor do more than just stimulate the travelers interest.
A study in 2015 by Medallia shows that hotels that responded to more than 50% of comments on social networks more than doubled their occupancy rates compared to those who chose to ignore the comments. Moreover, the occupancy rates of the hotels that responded increased faster than the hotel sector’s in general.
Your response matters
The outcome is clear: Travelers prefer to book at establishments that react to their comments. So if you aren’t doing this already, starting now will let you increase your hotel occupancy rate by 50% and position yourself ahead of your competitors.
The study also offers important data such as how the response time affects the user’s opinion of the hotel.
It is important to respond to comments as quickly as possible: On average, the establishments that responded to the comments in less than one day, saw their occupancy rates increase by 12.8% in comparison to establishments that responded within two days. So it is important to have a system of email alerts and respond as soon as possible.
Lastly, the Medallia study shows that hotels that are more reactive also receive better client satisfaction ratings than hotels that respond less quickly.