The number of hotel reviews being left on sites such as Trip Advisor is falling, according to a recent report from the US.
According to the latest quarterly report from reputation management firm TrustYou, customers staying in American hotels in the summer of 2013 left 25,000 fewer reviews than the previous year. However, the results of the report also showed that hotel managers were being more proactive and understanding the importance of getting feedback.
It is something that hotel and hospitality managers throughout Britain are realising too. This greater focus being placed on obtaining the opinions of customers is thought to be closely linked to overall hotel ratings going up.
Most particularly, according to the new data, customers are generally more satisfied with the locations, food and room quality of the hotels they’re choosing. The greater use of innovative online content has also been praised, although customer service levels are still a problem.
What’s more, there was an increase in customers complaining about the quality of internet access available.
The greatest movements were seen in the response rates from managers and staff members however. In the US, this leapt up by over 80 per cent.
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TrustYou’s researchers looked at more than 250,000 US hotel reviews taken from over 250 sources.