Posts by author

catalina.brinza@trustyou.net

8 posts
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  • 7 min

What Are Travelers Looking for in a Hotel? Insights into Modern Guest Expectations

🛫 Travelers expect a personalized hotel experience, with 75% wanting on-the-go tailored suggestions. Websites have just 1-3 seconds to captivate users, or 1/3 will leave. A Skift study shows 6/10 travelers would pay more for 24/7 customer support. TrustYou analysis of 153.6 million reviews found service quality can boost a hotel's score by up to 6.26 points. Cleanliness is crucial for 9/10 travelers. iSeatz's study reveals 69% prefer loyalty programs offering better discounts, while 80% are inclined toward sustainable travel. AI technology and experiential travel are critical for future trends, with 89% of tourism providers reporting increased demand for experiential travel.
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  • 6 min

9 Hotel Survey Distribution Best Practices That Will Get You More Reviews

📝 Over 90% of travelers read reviews before booking. Hotels should target survey distribution 24-48 hours after checkout for optimal response. Email is the preferred channel for survey completion, with mobile optimization being essential. 35.1% of guests don't leave feedback due to unawareness of survey availability. Incentives like room upgrades or discounts can prompt more than 60% of guests to leave a review. Ethical incentivization and transparent communication are key. Batiqa Hotels increased reviews by verifying contact data for survey distribution. Follow-up practices and using feedback for service improvement are also recommended.
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  • 6 min

10 Facts About How Different Generations Interact with Guest Reviews

📚 TrustYou's consumer research reveals generational differences in travel review behaviors. Millennials and Gen Z (18-39) read (84%) and write (66%) more reviews than Baby Boomers and Gen X (40-65), especially after a positive experience (37% vs. 24%). Baby Boomers and Gen X prefer hotel websites for reviews, while younger generations favor Google. For surveys, 83% of older travelers respond to emails, whereas 33% of younger ones prefer text messages. Negative reviews are considered genuine by 68% of older vs. 57% of younger travelers. Cleanliness is vital for Baby Boomers and Gen X (7/10), and Wi-Fi is crucial for 43% of Millennials and Gen Z. Younger travelers expect rapid responses to negative reviews, with 55% stating a response doesn't change dissatisfaction. The survey included 800 U.S. hotel bookers, 45% aged 18-39, and 55% aged 40-65, conducted in September 2022.
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  • 12 min

Online Reputation Management for Hotels: A Complete Guide

🏨 Online Reputation Management (ORM) for hotels involves monitoring and improving a brand's image online by tracking mentions, responding to reviews, and maintaining a positive reputation. Effective ORM can lead to increased bookings, higher average daily rates (ADR), and revenue per available room (RevPAR). Research indicates that 95% of travelers read reviews before booking, and hotels receive feedback that is 57% positive and 43% negative. The PDCA (Plan-Do-Check-Act) cycle is recommended for consistent implementation of new processes and improvements. TrustYou's Customer Experience Platform provides over 180 categories for tracking customer sentiment. A strong online presence, including a user-friendly website and prompt customer service response, is essential. 90% of guests expect hotels to respond to their feedback, and staff behavior strongly influences guest satisfaction and online reputation.
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  • 5 min

6 Reasons Why You Need an AI Response Generator to Reply to Guest Reviews

📰 95% of travelers read reviews before booking, with 9 out of 10 expecting a hotel response. Addressing negative reviews can prompt 2 out of 3 guests to return. A one-star rating increase can lead to a 5%-9% revenue boost for hotels. The average global response rate to reviews rose from 39% in 2019 to 44% in 2022. Hotels that reply to reviews see a 12% increase in reviews and a ratings boost of 0.12-0.5 stars within 6 months. TrustYou’s responseAI can cut reply efforts by up to 80%, personalizing and translating responses efficiently.
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