TriAdvisor

I am researching industry perceptions of TripAdvisor. Industry comments either see them as an Angel or a Deamon. I have evidence showing me that an hotelier raised the business value of an hotel with the guidance of TripAdvisor - from buying it to selling it. On the other side an ex Hotel Inspector (and now Hotelier) has made a commanding case that it is reliant too much on emotional experience rather than quality criteria.

What are your views? Can it drive a quality revival and/or an appreciation of the different markets? Do you use TripAdvisor as a friend or an enemy?

David Wood
www.David-Wood.co.uk
david.wood@gmx.co.uk

Tags: Customer, Management, Marketing, Quality, TripAdvisor, VOC, Voice, customer, feedback, of, More…the

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Permalink Reply by Richard B Evans CHA CHAE CRME on September 6, 2009 at 8:35am

Trip Advisor has become a very powerful source of business and with millions of "visits" has become relied upon by many travellers. As with many of the rating systems now Trip Advisor allows management to comment on negative feedback now. I believe that this provides balance and affords the hotel the opportunity to respond to negative feedback. I also believe that as a "community" we are seeing more and more positive experiences reflected (not only the negative as before) as people are genuinely sharing experiences and not only voicing frustration. The negative that I have heard lately is that many hotels are now seeding results and thereby giving false positive impressions of their own properties. I guess the "good and bad" balances out, however as after reading through a long stream about any property you get a pretty decent impression of what that property is all about. David, did you ever work in the US?! I worked with a David Wood many years ago?!

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Permalink Reply by Dr. David Wood on November 9, 2009 at 3:08pm

Sorry no I did not work in the US for any length of time. Only conferences and workshops.

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Permalink Reply by Claudia on November 9, 2009 at 2:59pm

I think that you can't see this service as all angel or demon. You can always improve and if you take the comments from Trip Advisor as suggestions it won't do any harm. Of course they are emotional, that is the way people are. If you work in the hotel business you always have to take in account this emotional side. Just try to make the best of it and value the different opinions.