Responding to Online Guest Reviews
Responding to online reviews plays an important role in increasing revenues. Today’s consumer trusts the reviews of other social butterflies, and responses to reviews are often included in their evaluation.
iResponze® partners with hotels and restaurants by responding to online reviews on their behalf. This collaboration of hotel reviews management allows staff to focus on what they do best – deliver exceptional guest experiences.
Our team of hospitality industry experts monitors and responds to all reviews, in all channels within 24-48 hours, with an authentic and engaging voice. We are committed to strengthening your online reputation with higher rankings, increasing brand loyalty, and promoting social engagement.
We monitor and respond to Guest Reviews in over 130+ travel review channels including TripAdvisor, Hotels.com, Booking.com, Expedia Partner Central, Google+ reviews, Facebook reviews, Yelp, Open Table, Zomato, and more.
MONITOR
We guard your online reputation and monitor reviews around-the-clock on all travel review sites, and social media channels. Over 130+ travel review channels including TripAdvisor, Hotels.com, Booking.com, Expedia Partner Central, Google+ reviews, Facebook reviews, Yelp, Open Table, Zomato, and more.
We alert your management team to a comment that might be concerning, and advise of in-house guest comments that may warrant immediate service recovery.
RESPOND
We increase social engagement and influence future guests by responding to all guest reviews in all channels proactively and within 24-48 hours, 7 days a week. Pre-approved responses by the hotel or restaurant General Manager are referenced and personalized for each guest review.
Plus, we offer the additional services of responding to Guest Reviews on brand site, and Guest Surveys with a "Red Zone" status as defined by your brand, as well as Guest Surveys generating an "Alert" in any color zone.
COLLECT
We gather key data points from your guest engagement content and provide you with your Global Review Index™ (GRI™ or general online satisfaction score).
We also index against your STR® competitive-set hotels and provide your Competitive Quality Index™ (CQI™ or your online reputation compared to your competition).
EQUIP
We provide key data analysis and revenue optimization tools that empower your teams to act upon guest feedback and monthly CQI™ results.
[engaging social butterflies]
Today’s consumer gives a lot of weight to online reviews. A company’s quick response to negative reviews can make a positive impression.
Four out of five social butterflies agree that an appropriate response to a bad review improves their impression of that brand.
Are you actively engaging these social butterflies?
Did you know?
travelers trust online reviews*
travelers read up to 10 reviews*
claim reviews help them feel more confident in their decisions*
think that seeing the hotel’s response to reviews influenced them positively to book at that hotel*
*Source: Nerval Infographic January 2016
A 1 point increase in a hotel’s Global Review Index™ can lead to an increase of up to 1.42% in RevPAR.*
Source: Cornell University, School of Hotel Administration, November 2012