[Infographic] How Online Reviews Changed the Hotel Industry
In times gone by it was much easier for hotels. If a guest has a bad experience, they might tell their family and a few friends, but that is all. The internet changed all of this and now if a guest has a bad experience in a hotel, they will very often post a review about it online, that will be available for all future customers to read.
Hotels need to accept that online reviews are part and parcel of the business and deal with it accordingly. One area of massive importance is responding to reviews and 68% say that they would choose a hotel with management responses over a competitor without. With negative reviews it's important to keep your composure, and not let your frustration get the better of you. if customers see a hotel responding to negative reviews in a calm way, it lessens the impact of a bad review.
You can find out more how hotels should respond to online reviews in this info-graphic from Nerval.