Should your Hospitality Business Disclose Whether it’s on TripAdvisor or Not?

Anyone in the hospitality business will have come across TripAdvisor – the forum and reviews site where the public rate and leave comments about their experiences with hotels, B&Bs, restaurants and other establishments – some positive, some not so positive.

Many hotel managers and hospitality businesses are on the fence about whether they should promote that they’re on TripAdvisor, and link to it on their website, or not. We’re here to share the pros, and the cons of disclosing your on TripAdvisor to your guests.

 

The Pros of Disclosing TripAdvisor

If you deliver great customer service and pay attention to detail, you’ll likely gather a lot of great reviews – which you definitely want to be showcasing to prospective guests. TripAdvisor reviews made by your guests will give potential guests and honest insight into what your business is like and less of a cookie-cutter testimonial which might not sound credible.

Website testimonials can be written by the company themselves – so showcasing or linking to TripAdvisor reviews shows that you care about the integrity and honesty of your reviews and are happy to share them. This sort of transparency helps build trust.

You can handle comments and reviews that aren’t satisfactory and do something to rectify it. Keeping an eye on your reviews on TripAdvisor and having an official account to respond to them will not only help you gather useful feedback, but could help turn an unhappy customer into a happy customer – and all helps you show you’re transparency to others.

 

The Cons of Disclosing TripAdvisor

Some people claim there is a lack of reliability with TripAdvisor reviews. Firstly, people who check TripAdvisor out before booking can’t be sure of the motives behind the reviewer – if it’s positive is the reviewer a friend of the establishment. If it’s negative, are they genuine? Secondly, it’s not easy to gauge the tastes and preferences of a reviewer – some people’s standards are higher (or lower) than others and this can be hard to judge.

There have also been reports of fake reviews written (or indeed commissioned) by either the owner of the business being reviewed, or a competitor trying to sabotage them. Although TripAdvisor say they take steps to stop this happening, there have been instances where fake reviews have slipped through the net and been caught by the press.

If you have a couple of bad reviews mixed in with majority of good, and you share those on your website or other marketing – will that taint someone’s opinion of booking with you? Potentially but how likely is it they would have checked out the reviews on TripAdvisor before booking anyway?

 

There’s no set answer as to whether you should disclose your TripAdvisor reviews and share them on your website and other marketing, however now you understand the pros and cons, you’ll be able to make an informed decision that feels right for your business.

WorldHost – Fully Funded Olympic Standard Training for a Competitive Edge

Here at Free2Learn at Work we are celebrating becoming an official training provider for WorldHost Customer Service training for the hospitality and tourism industries.

WorldHost has long been recognised as one of the most prestigious customer service qualifications and is well-renowned across the hospitality, leisure, tourism and catering industries as a world-class qualification. The WorldHost training programme was inspired by the Olympics and was rolled out to thousands of the volunteers and staff for London 2012.

The qualifications offered by the WorldHost course are sought after by many hotel and restaurant employees and employers as a means of giving them the knowledge and training necessary to deliver their service at a superior standard throughout the customer journey.

With the rise of social media and online reviews, modern businesses have a whole new area of publicity to consider. Businesses need to ensure that the stories being told about them online are a positive reflection of their outstanding and personal service, where the customer was made to feel special – that’s where WorldHost training can help.

Training your team with a qualification like WorldHost will also increase their loyalty and job satisfaction and in turn reduce staff turnover and decrease recruitment costs. Also, if you are eligible for training with Free2Learn at Work then the training won’t cost you a penny either. What’s more, when you put more than 50% of your businesses employees through WorldHost training then you receive a WorldHost plaque and a listing on the official WorldHost website for two years as a WorldHost Recognised Business.

Topics included for your team on WorldHost training:

• Why customer service is such an important part of their role

• How to make an excellent first impression and make customers feel welcome

• How using customers’ names can help to create a good rapport, and techniques for remembering names

• Communication skills for success

• How to empathise with customers, and why handling their concerns is so important

• Why listening is an essential part of the customer service process, and how to do it effectively

• The value of tourism, and the important role they play in generating revenue for your business and the wider tourism economy

• How to ‘go the extra mile’ – including making five commitments on how they will do this in your business