TripAdvisor®

TIPS & TRICKSHow to harness the world’s largest travelsite for

precor.com/hospitality

maximum benefit and returns.

TripAdvisor® has transformedthe way people research andselect hotels...

So what does this mean for your property? One thing is for sure - TripAdvisor isn’tgoing anywhere, and neither are the reviews that your guests leave. So how can you use TripAdvisor to your advantage? How can it attract both new guests and return business?And how can you maximise the number of positive reviews?

Here are a few tips and tricks that’ll increase your reviews and occupancy rates in no time…

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Studies show that more than 75% of hotel guests usually or always check TripAdvisor reviews, before making a hotel booking . The site’s influence has now extended to include holiday rental properties, restaurants, destinations, flight operators and attractions.Currently, there are more than 225 million reviews on TripAdvisor , 84 million members and 340 million unique visitors per month . In a recent survey, more than two thirds ofrespondents said they check TripAdvisor ‘a few times a month or more’ .

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75% OF HOTEL GUESTS USUALLYOR ALWAYS CHECK TRIPADVISORREVIEWS, BEFORE MAKING AHOTEL BOOKING.

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- Tips & TricksTripAdvisor®

225 MILLION REVIEWS ONTRIPADVISOR , 84 MILLIONMEMBERS AND 340 MILLIONUNIQUE VISITORS PER MONTH.

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The first step is to engage with TripAdvisor as a business, and register your propertyon their Management Centre. If you don’t do this, guests will still be able to review yourhotel, but you’ll have no ‘voice’ with which to replay, nor any official presence on the site.Only one listing per business is allowed, so check if your hotel is already on TripAdvisorfirst. If it is, then you can ‘claim’ it as the owner, and set up your free Management Centreaccount. With this you’ll be able to:

1. Use the Management Centre®

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Manage your listing’s details - the number of rooms, and any facilities that set youapart like pools and fitness centers.

Upload photos and videos - and keep them updated whenever you upgrade something.

Manage and respond to reviews - the core purpose of TripAdvisor .®

Get ‘widgets’ - to promote your listing elsewhere online

Track performance - using reporting features

- Tips & TricksTripAdvisor®

- Tips & TricksTripAdvisor®

2. Respond, respond, respond!

Always respond promptly - agree as a business who will be responsible for respondingto reviews, and commit to a time frame for all responses (such as 24-48 hours).

Be polite and professional - don’t let emotions get in the way when responding to anegative review. Aim to resolve issues raised, ahead of offering any sort of compensation.

Investigate where necessary - sometimes you’ll notice a common theme, so don’t onlyapologise, but investigate and take action to resolve the issue.

It’s important to check your listing regularly, and respond to EVERY review that’s posted about your property - good AND bad. 87% of TripAdvisor users agree that anappropriate management response to a bad review ‘improves their impression of the hotel’ , so it’s worth responding to even the most negative reviews.1

87% OF TRIPADVISOR USERSAGREE THAT AN APPROPRIATEMANAGEMENT RESPONSE TO ABAD REVIEW ‘IMPROVE THEIR IMPRESSION OF RTHE HOTEL’

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JUST REMEMBER THATTRIPADVISOR DOES NOT ALLOWYOU TO INCENTIVISE REVIEWS.

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Once your hotel is starting to receive reviews, why not ask for more? Research showsthat having more reviews lead to more bookings, higher ratings and can also help yourbusiness to evolve . You’d be surprised how much the simple act of asking can lead to bigincreases in the number of reviews.

3. Ask for more

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Personalised comment cards - are available for free from TripAdvisor (for your first 250)that simply ask your guests to leave a review. Leave a neat pile on the front desk, gymreception, or towel basket.

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In-workout messages - with Precor’s 880 Line cardio, you can display TripAdvisormessages on the equipment screens that remind guests to leave a review afterwards. It’s also a handy way to cross-promote other amenities and special offers too.

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Review Express - is also free and provides a template for requesting reviews via email.You can set it up using your existing customer database, and even link it to a moresophisticated Property Management System (PMS) if you have one. This way, guestsare prompted in a timely way to review their experience at your hotel. Just rememberthat TripAdvisor does not allow you to incentivise reviews. ®

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4. Work with WidgetsWidgets allow you to add TripAdvisor content to your own website. Widgets can displayyour latest reviews and awards, link to your TripAdvisor page, or encourage customers to leave reviews.

They’re an ideal way to integrate TripAdvisor into your property’s website. This not onlyshowcases your great reviews and awards, but also sends a message to prospective guests that you’re connected to the world’s largest review site, and you welcome reviews and feedback.

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5. Transact using TripConnect™

TripConnect enables guests to book their stay directly with you, from the TripAdvisorwebsite. A ‘Book on TripAdvisor ’ button is added to your listing page, so when guestsresearch your rates and availability, they are directed straight to your site (cutting out anythird party fees).

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6. Use TripAdvisor on Facebook4

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With one billion daily active users , Facebook continues to dominate the social media landscape. By adding the free TripAdvisor app onto your hotel’s Facebook page, you canleverage content such as reviews, ratings, awards, and photos. Travellers can also post reviews of your hotel directly from Facebook, making it even easier for them to provide feedback.

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THERE’S NO SUBSTITUTE FOR TRULY REMARKABLE SERVICE.

TripAdvisor isn’t just a great way to measure how your own hotel or property is tracking.Why not check out the competition to understand what else you could be doing better?The ‘Review Performance Report’ includes a ‘Competitor Details’ tab, where you can identifygroups of properties you’d like to track. You can then compare your performance againstthese competitors on numerous key metrics over time.

7. Check out the competition®

8. Share your successesSo you’ve won a TripAdvisor award - now shout it from the rooftops! Did you know thatyou can request free stickers and certificates to promote awards you have won?Display them in prominent areas, where people have time to absorb and appreciate them.Near the reception desk, lobby seating or in the fitness center, are all ideal locations.

Whichever tips you put to use, remember that there’s no substitute for truly remarkableservice. A hotel that provides an experience that exceeds expectations, will receivenothing but glowing guest reviews. And that’s the quickest way to shoot to the top of theTripAdvisor ratings!

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- Tips & TricksTripAdvisor®

http://hotelmarketing.com/index.php/content/article/hotel_guests_read_6_12_reviews_before_booking_says_tripadvisor_surveywww.tripadvisor.comhttps://www.tripadvisor.com.au/TripAdvisorInsights/n2150/how-reviews-help-your-businesshttp://newsroom.fb.com/company-info/

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