Industry Update
Supplier News 7 January 2020

2019 Hotel Guest Review Results Show Increase in Negative Sentiment

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Loding interactive

PARSIPPANY, NJ - Lodging Interactive, an award-winning digital marketing, social media engagement and reputation management agency exclusively serving the hospitality industry, today published its PULSE by commingle:engage Guest Review Sentiment Report for 2019. The report, based on a sampling of 50,000 guest reviews posted online in 2019, shows a concerning trend of negative sentiment by traveling consumers.


"Our research is concerning and should be an indication to hotel operators that consumers are expecting more from them by way of room quality and cleanliness," stated DJ Vallauri, Founder, CEO and President of Lodging Interactive and commingle:engage. "In 2019 we saw hotel guest review positive sentiment giving up three points while negative sentiment increased by two full points, to 15.4%."

2019 quarterly guest sentiment breakdowns:

Bathroom cleanliness issues drove a 2% increase in negative guest sentiment overall with issues related to hair and mold on the rise.

While positive guest sentiment suffered a 4.3% decline from the first quarter, our data metric word cloud shows previous year increases in key areas.

"Guest quality sentiment scores should be reviewed weekly by General Managers to ensure their own trends are headed in the right direction," added Mr. Vallauri. "This is especially important when working to attract Gen Z's to the property who value the experience versus any marketing or branding a property can provide."

The Company, through its commingle:engage division, provides reputation management and review response service to hundreds of hotels, management companies and brands.

About Lodging Interactive & commingle:engage

Since 2001 Lodging Interactive has been a leading provider of digital marketing services to the hospitality industry. Lodging Interactive is the parent company of commingle:engage, the Company's social media marketing and reputation management division which serves hundreds of hotels, restaurants, spas and management companies worldwide.

The Company recently launched the world's first Facebook Messenger based RFPAssist Group Lead Sales System designed to drive hotel group and event business.

Lodging Interactive is an HSMAI Adrian Award winner and has won awards from the International Academy of Visual Arts, Interactive Media Awards, Horizon Interactive Awards, Web Marketing Association, Academy of Interactive & Visual Arts, and Travel Weekly's Magellan Awards have recognized Lodging Interactive as an industry leader.

The Company's Founder, President & CEO, DJ Vallauri, formerly served on the Board of Directors of HSMAI's New York Chapter and is a Agency Council contributor.

For more information, please contact [email protected], 877-291-4411 or visit the company's website

DJ Vallauri
President & Founder
Fax: +1 877 833 7375
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