Trip Advisor Questions PDF

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Managing Online Reviews on TripAdvisor (do all the questions) 1. Why has TripAdvisor become a successful source of hotel reviews? Because it allows real people to leave reviews (unbiased) instead of those that are paid to. It is more reliable than a brochure or an advertisement for a hotel, in fact a survey revealed that 72% of people trusted online reviews just as much as personal recommendations, with the stipulation that they not be overly good or bad because that indicated a false review. It does not charge money, at least to the viewer, it instead earns money through the advertising on its page and the bonus it gets when you click on a banner to go to a hotel or make good on a deal. It continued to grow and adapt new services that were useful to the consumer, such as Gate Guru and the “Where I’ve Been” app. 2. How can TripAdvisor improve its product for consumers? Perhaps a reorganization of their site is in order. Make it more attractive and easier for those who often find such sites really confusing to handle. Perhaps add a verification policy so that people know that they are getting a review from a person who actually stayed there. 3. Why is TripAdvisor so appealing to consumers? Why do users write hotel reviews? Why do users read hotel reviews? Because it offers large amount of reviews that are largely unbiased and a reflection on the place itself. It includes tools to also search for flights, tours, vacation properties, and other related aspects to a trip. It is completely free and does not require a subscription fee. Users write reviews because they want to help consumers make good decisions, to share experiences, to reward a company for good service, to help companies make improvements, to help retailers make better product decisions, to get a company to listen, to set a record straight after unfair review, and simply because it’s fun. Because they want to know what other people’s experiences with the hotel were and they trust that they are giving them their honest opinion. 4. How can major hotel chains influence online reviews? Should they even try to? If so, how? I think it would be hard because you never know what might offend the guest and they might not say anything to your face at the time when it could be resolved. Like it mentioned in the article, they could give slips out to guests who said that they enjoyed their stay to promote more positive reviews, but unfortunately it is mostly people that are dissatisfied that will post then those satisfied with their stay. I think that hotels just need to give the best stay possible and resolve any issues that come up. They shouldn’t bribe or convince anyone to give them a good review. It should be an action of free will.

5. Which online WOM approach do you prefer: the one practiced by the Four seasons, or the Homewood Suites approach? Why? I think that the Four Seasons is unique, but I prefer the more practical approach that Homewood Suites has taken. It is trying to reach the guest and others to show that they care what they think and that they take their reviews seriously, good or bad. It leads to a popularity increase on TripAdvisor which means that they receive more bookings and reviews as they move up the list. If they move up the list or down their percentage of bookings will be affected, same with the number of stars that they receive on review sites....