Here’s another list of tips about how to manage reviews.
Seventeen mistakes hotels make with travel review websites
It surprises me that many hoteliers do nothing with review sites. Even if all the reviews are positive, there should still be some level of management response.
There are many other issues around how hoteliers engage with review platforms and with guests who may leave a review of a hotel, whether it is positive or negative.
So here are 17 mistakes I have found hotels often make with regards to review sites:
1. Not showing that you care
3. Inadequate proofreading
4. Using overly complicated words
5. Attacking the review writer
6. Failure to deal with a seriously negative accusation in a review
7. Failure to respond to positive reviews
8. Responding with a boiler plate response
9. Permitting a low number of reviews
10. Asking guests to write reviews through the hotel’s wireless network
11. Not taking full advantage of the visual content you can upload to a review site
12. Failing to ask for positive reviews
13. Ignoring the potential of other review sites, besides TripAdvisor
14. Provoking a sudden flow of 5 star reviews on Yelp by people who are brand new to Yelp
15. Blocking access to managers and failure to head off negative reviews at the pass
16. Asking for positive reviews on more than one review site
17. Posting fraudulent reviews
The article discusses each point in further detail.