Guests want ‘genuine’ social-media interaction

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Guests want ‘genuine’ social-media interaction 

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Proud Texan's picture
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05/30/2008

So, Trip Advisor has suddenly become social media?

I refuse to use Trip Advisor solely based on all the negative feedback concerning it on this forum.   I've heard they've made some improvements and it's easier to respond to negative feedback,  but I'm still leery.

Highlands John's picture
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Proud Texan wrote:

So, Trip Advisor has suddenly become social media?

I refuse to use Trip Advisor solely based on all the negative feedback concerning it on this forum.   I've heard they've made some improvements and it's easier to respond to negative feedback,  but I'm still leery.

I can understand that, but I think there's a danger in that too. People can post whether you like it or not, and it only takes one guest with a grievance and you could end up with 2 reviews and 50% of them are bad/horrible. 

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Proud Texan's picture
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Highlands John wrote:

Proud Texan wrote:

So, Trip Advisor has suddenly become social media?

I refuse to use Trip Advisor solely based on all the negative feedback concerning it on this forum.   I've heard they've made some improvements and it's easier to respond to negative feedback,  but I'm still leery.

I can understand that, but I think there's a danger in that too. People can post whether you like it or not, and it only takes one guest with a grievance and you could end up with 2 reviews and 50% of them are bad/horrible. 

I steer my guests to BedandBreakfast.com in our After-Visit-Thank-You-Letter.   They have a widget that allows me to post my reviews directly on my website.  They also verify that these are actual guests before they post the review.  

They are motivated by profit to give me a better experience as an innkeeper.  If I'm not happy with the way I can manage my reviews, I'll go somewhere else.   So far,  we haven't had any bad reviews (that's not to say we haven't had unhappy guests.  I just don't send them a thank you letter.)  In fact,  I only send a Thank You letter to guests I know had a positive experience.  The rest don't care and move on.

Am I manipulating my reviews?  You bet I am.  What's the point of encouraging bad reviews.  If someone wants to leave a bad review they can do so through the link on my website.  Nothing dictates that I have to point them to the link.

Joey Camb's picture
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04/02/2010

listening to customers and providing customer service - what a shocker it makes money!

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