SAN FRANCISCO - Revinate, the software as a service (SaaS) company that helps hoteliers make the most of every guest, today announced its analysis of Q1 2019 global hotel reputation data. With a 22% increase in management responses to reviews year over year, it's clear that hoteliers are finding value in not only paying attention to online reviews, but also publicly responding to guests.

While every region grew it's response rate, the largest increase came from hoteliers in APAC, with 24% growth over Q1 2018, followed by the United States and Canada at 27% growth. Europe, Middle East and Africa and Latin America all grew their response rates by 17%.

Management responses to both positive and negative reviews increased in Q1. The largest growth in response rate in Q1 came from 4- and 5-star reviews, which increased 23% year over year. 1-star reviews continue to have the highest response rate in Q1 at 38%, growing 17% year over year.

According to Kelly Robb, VP of Marketing and Growth at Revinate, "The fact that 1-star reviews receive the highest response rate shows how far hoteliers have come in protecting their online reputation. While it's easy to thank a guest for a glowing review, addressing complaints isn't as natural for most hoteliers. We're thrilled to see the continued growth in management response as it sends a clear message to guests that their feedback matters."

Also of note in the analysis, Google continued to grow its lead as the number one online review aggregator by increasing its share from 35.54% of total reviews in Q1 2018 to 36.45% in Q1 2019. Revinate reported on Google's rise in the 2019 Reputation Benchmark Report, unveiling the new leader while discussing a consolidation of reviews with the top 3 aggregators. In Q1, the top 3 aggregators had 83.29% of the market.

Visit the Revinate blog for the full analysis of the 23M reviews analyzed in Q1.

About Revinate

Revinate empowers hoteliers to directly connect with their guests.

Our Guest Data Platform and communication solutions unlock revenue for hoteliers and put them in control of the full guest experience — initial research, booking, check-in, throughout the stay, and even after check out — all via the communication channels that guests prefer, whether it's voice, text, email, or web.

More than 12,000 hotels globally bank on Revinate to drive direct revenue and deliver delightful guest experiences.

Ask us how we do it. Visit our website to get a demo.