Expedia’s Real Time Hotel Reviews aim to speed up the interchange of opinions with clients; this is a function that hoteliers can use to find out, almost instantly, the impression their hotel has made upon the guest. Gastón Richter, an Innwise expert on Online Reputation Management, explains what this step forward means and how it works.
Before getting down to details it is necessary to put into context why there was a need for Real Time Reviews. The OTA had confirmed that one of the main complaints from users was that it could take between one and two weeks to hear back from the establishment, as John Kim, product development manager at Tnooz, comments:
“It is really frustrating for consumers, as they feel that their complaints are not being dealt with or are being dealt with too late” he points out. With the aim of ending this lack of coordination, we welcome Real Time Hotel Reviews. According to Richter, this is good news. “It is a very interesting function that is extremely valuable to hoteliers who value direct and sincere communication with their clients.
We must always be grateful for any initiative that encourages communication between the hotel and its clients
Regarding the way it works, it is based on alerts, that either the manager or a staff member receive on the Expedia Partner Central board, relating to the answers that clients have sent (optionally), as the expert explains: “In theory it’s very simple and easy to understand. On the date of the client’s arrival, Expedia sends them a message asking for their first impressions (about the check in process, assigned room, etc.) and the client can respond if they so wish. These comments therefore will not be visible to the general public, just to the hotel. This way, managers, can make the most of the initial feedback and contact the newly arrived client quickly solving any incident or deficiency that the client has made known to Expedia” he comments.
In essence, Real Time Hotel Review allows for communication between the host and the guest to be quicker. In this way, the hotelier can solve any faults that the client may point out during their stay. This, according to our specialist, is the great advantage of Expedia Real Time Reviews.
All the measures that are taken to improve interaction with clients are welcome. The fact that the hotel is able to solve problems that the clients mention, while they are still staying at the hotel is a great asset for the hotel’s Online Reputation
At Innwise we offer Online Reputation Management services for your hotel with the aim of making the positive comments overtake the negative ones.