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Tripadvisor Reputation Pro: The Complete Guide

Tripadvisor Reputation Pro: The Complete GuideReady to build traveler confidence to book with you? Looking for ways to impact your bubble score and ranking on Tripadvisor and beyond? Read on to learn more about everything Reputation Pro can do for your accommodation business.

Reputation is the cornerstone of any hospitality business; 94% of travelers say reviews are an important decision-factor in choosing where to stay … and 77% are more likely to book a property with personalized review responses.1

Reviews have also become even more important as travelers want to know what conditions are like at your property right now.

You can’t afford to neglect your reputation, but managing it can certainly be a daunting task. That’s why we’ve developed Reputation Pro — to help you easily build traveler confidence in your property, motivating guests to book with you and increasing your visibility on Tripadvisor. To learn more about how you can add Reputation Pro to your Tripadvisor listing, click here.

Already signed up? Read on for best practices on how you can unlock the full power of Tripadvisor Reputation Pro for your business!

Step 1: Get started

Once Reputation Pro is activated for your business, each registered and verified owner of your Tripadvisor listing will have access to it. To get started:

  1. Log in to your account at tripadvisor.com/Owners
  2. Select your property from the list to access its Management Center
  3. Navigate to the “Reviews” tab to see Reputation Pro and all of its tools

Note — it’s possible that we may need to re-verify your access to your business on Tripadvisor. If that’s the case, please contact Customer Support to continue the verification process. To do this, head to Owner Support. Once there, add your name and property, select "Update Management Center Access" and then "Disable access for a registrant." Then use the text box to request a verification.

Step 2: Activate premium review collection

Reputation Pro does the work for you when it comes to collecting new reviews. To get started, just enable your providers. Then, if you’d like, you can customize your review requests and add private surveys....

Get Your Business on Tripadvisor

Get Your Business on Tripadvisor

How to get listed and start collecting reviews on Tripadvisor

 

Tripadvisor is the world’s largest travel site, with millions of travellers visiting each month to research and plan their perfect trip. Accommodations, restaurants and attractions can be listed on Tripadvisor for free!  Being on Tripadvisor will increase your business’ exposure to a large, qualified audience and give you access to many free marketing tools. Getting listed is easy – let’s get started.

How can your business get listed?

There are two ways: a representative from your business can request a listing, or a Tripadvisor user can write a review of your property and initiate a listing.

Before you request a listing, go to www.tripadvisor.com/Owners to see if a traveller has already added your business to Tripadvisor. Type the name of your business in the box. If it appears in the results drop down, a traveller has already initiated a listing. Select your business from the drop down and then click the “Claim Your Business” button to confirm that you are affiliated with the property.

If your business is already listed, you should claim that listing as your own instead of creating a new one. Tripadvisor only allows one listing per property. For more details on how to claim your listing and access the Management Centre, where you can manage your Tripadvisor listing and reviews, see our Quick Start Guide.

Request a listing

If your business is not listed on Tripadvisor yet, there won’t be any matches in the drop-down search results. In that case, click the “Get listed now” link below the search box. This will bring you to a page where you can request a listing for your property.

You’ll need to provide a few different types of information about your business to get started. Tripadvisor editors will use this information to confirm that your business meets our listing criteria and to determine the best category for it on the site. Please complete the request form with as much detail as possible to help us accurately list your business. Read below for more information about each section of the form.

Your information

The “Your information” section helps us verify your relationship with the business. Provide your name, connection with the business, and email address. Make sure your email address is correct because we’ll send you a message when your listing is published on Tripadvisor. Then you can register your affiliation with the property to take advantage of free tools.

Listing information for your property

Next, you’ll provide information for your business including your company’s official name and address. Once you’ve typed your address, place the marker on the correct location on the map. Your property’s mapped location will be shown to travellers on the site as they plan their trips. You’ll need to add your company’s website and phone number as well. 

Keep in mind that Tripadvisor editors use your website or a partner’s website (like a tourist board or bookings partner) to confirm the information you provide. So, it’s very important that the data you submit in your listing request matches your website and other resources.

Property details

We’ll also need you to answer some detailed questions about your type of property. These help us make sure we’re displaying your business in the right category and including as much relevant information as possible. For more specifics on your particular type of property, check out the categories below:

Accommodations: As an accommodation owner, your property will be listed on the Tripadvisor accommodations section for your destination. There are some specific items you’ll need to provide so we can put you in the correct category within that section:

  • Total number of rooms
  • Price range
  • Minimum stay requirements
  • If you have on-site staff and security
  • If room cleaning is included
  • Front desk staffing details
  • If bathrooms are en suite

You’ll also be able to provide additional information on amenities including whether your property offers complimentary breakfast, suites, tennis/golf, beach/pool access, fitness centre, internet access, etc. These details will be added to the “Amenities” portion of your listing and will help travellers research what they can expect at your accommodation. We use these characteristics, as well as official, local classifications, to determine if your property should be listed in the Hotels, B&B/Inns, or Speciality Lodging category on Tripadvisor.

For more information, read our accommodation listing guidelines here.

Restaurants: Restaurant listings appear on the Restaurants section of Tripadvisor. Individual restaurants that are open to the public can be listed. You’ll be asked to provide the category of your restaurant (sit down, café, or fast food), type of cuisine, pricing, and any special features. These items will appear on your listing page and will help travellers decide to dine at your restaurant.

Read our full restaurant listing guidelines here.

For more information and advice on how restaurants can get the most out of Tripadvisor, click here.

Attractions: You’ll need to select a category that best describes your attraction. If your business isn’t a fit for any of the attraction types that are listed, select “Other." You can also provide your recommended length of visit, pricing information and details on other amenities (bathroom facilities, lockers, etc.).

In order for a property to be listed on Tripadvisor in the Attractions section, it must be a permanent place of interest (not seasonal or short-term) with an official name, address and phone number. The attraction’s hours or regular departure times must be available on a website or brochure, along with scheduled departure locations (if they vary). Tour companies may qualify as an attraction if they operate their own tours, are licensed/recognised by the local city or tourism officials, and have a website.

For more information, read our guidelines for attractions here. 

Add a property description

A description helps travellers learn more about your business. It must be written in your local language and cannot include any HTML coding, phone numbers, web/email addresses or text in ALL CAPS. It’s best to keep this description short, so guests can scan the key highlights you’ve provided and make a decision.

Choose a photo

Providing a photo of your business helps you make a strong first impression with travellers. We’ll display this on your listing page. The photo needs to be a .jpg or .gif (common photo formats). We can’t accept images with borders, logos or files that are larger than 100kb.

Submit the listing

Once you’ve confirmed that all of the information you’ve added is correct, check the box at the bottom of the form to verify that you are a representative of the business, the information you’ve submitted is valid and that you have the rights to post the image you’ve provided. Then click the ‘Submit’ button to complete the process.

Next steps

Once you request your listing, Tripadvisor editors will verify your details and confirm that your property meets the guidelines for the business type you’ve selected. This typically takes about 5 working days.

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Tripadvisor Management Centre: Quick Start Guide

Tripadvisor Management Centre: Quick Start Guide Take control of your online reputation. Build your business on the world’s largest travel site. It’s all within reach when you register for the Tripadvisor Management Centre.

The Management Centre is your destination for any and all aspects of your Tripadvisor listing. From updating basic business details, to posting photos, and seeing analytics — your Management Centre is the place to go. All registered and verified owners have access to the Management Centre. To log in, visit www.tripadvisor.com/Owners. If you’re affiliated with more than one property, select the property you’d like to view or update from the list.

Management Centre 101

Here's a quick list of the top five things you can find in the Tripadvisor Management Centre, using the top menu to navigate. Read below for an overview of the homepage and a guide to common Management Centre tasks.

  • Manage Listing: Add photos, manage listing details, update amenities and more via the Manage Listing tab. 
  • Drive Bookings: If applicable, accommodations will find links to manage Business Advantage and Sponsored Placements in the Drive Bookings tab.
  • Marketing Tools: Catch the eye of potential diners & guests with promotional tools, awards, widgets, and window stickers on the Marketing Tools tab.
  • Reviews: Respond to reviews, report a review, and answer traveller questions on the Reviews tab.
  • Help & Settings: Get answers to all of your questions. Access billing & payments, update email preferences, and manage user access. The Owners' Forum and Help Centre are also available here on the Help & Settings tab.
An Overview of the Management Centre Homepage...

Guide to Your Tripadvisor Primary Photo

Guide to Your Tripadvisor Primary Photo You only get one chance to make a strong first impression to travellers. Make it count by leveraging our advanced technology which auto-selects your primary photo for you — or, follow our tips for choosing your own.

Your primary photo is the first image that travellers see of your property. It appears as your main image in search results and as the first image in your photo carousel. We know that a well-chosen primary photo can be a driving factor for travellers choosing their next place to stay. After all, 79% of travellers say they take photos and videos posted online into consideration when booking an accommodation.*

Since photos are such an important feature to travellers and owners alike, we’ve invested a lot of time and resources into our machine learning technology for photos. This technology alleviates the pressure owners often feel to pick a quality primary photo on their own, by auto-selecting a primary photo for them.

Auto-select uses advanced technology to analyse the quality and subject of photos on Tripadvisor to select the best available primary photo for a listing. Our technology looks at the physical attributes of a photo, such as image resolution and orientation, as well as the actual subject of a photo, whether it’s an indoor or outdoor shot, features people, or amenities, etc. User testing so far has demonstrated that this approach works. Auto-selected images are high-resolution images, rather than blurry ones, and feature bedrooms and swimming pools, over photos of travellers or bathrooms.

This new approach uses data to remove the subjectivity of manually choosing a photo and ensures primary photos are optimised for travellers searching for their next place to stay. However, if you’d prefer to manually select your primary photo (and opt out of the auto-selection feature) you can do so in the Management Centre. Read below for instructions and best practices on choosing a primary photo.

How to manually change your primary photo
  1. Sign into the Management Centre
  2. Under the "Profile" menu at the top of the page, click "Media Suite"
  3. Then, click the "Primary Photo" tab on the left
  4. Click “Manual: select your own primary photo"
  5. Choose the primary photo you'd like to use from the available options listed
  6. If you're happy with the preview of your new primary photo, displayed at the top of the page, click "Submit"

Note: It can take up to 3-5 working days for a primary photo change to take effect on your page. Once you’ve selected your photo, and it’s processing, you’ll see it in the Media Suite along with a date stamp and a note indicating that the request is pending.

Requirements for your primary photo
  • Show off your property’s best feature(s). Your primary photo should represent the best your property has to offer. Choose a photo that emphasizes what makes your property unique. Is it your historical facade, your trendy lobby, or your unparallelled views? Show travellers by highlighting whatever features set you apart in your primary photo.
  • Choose well-lit and sharp images. Avoid images that are dark and/or blurry. These images are going to be resized based on where they appear on Tripadvisor — so they need to remain easy to view at all sizes, whether it’s a thumbnail on mobile or a full screen image on desktop.
  • Change your primary photo with the season. Travellers want to picture themselves at your property right from the start. Choose a primary photo that represents the season travellers are shopping for. For example, if it’s near the holidays, highlight your cozy fireplace or seasonal decorations.
  • Avoid images of people and scenery. Photos of your property or location are more helpful to travellers than photos of staff members, other travellers, or generic scenic views of your area.
  • Or, leverage Tripadvisor machine learning and we’ll auto-select it for you! Skip the hassle of manually choosing a primary photo and let our technology do the work for you! If you don’t opt out of the “auto-select primary photo” option — we’ll automatically select the best available photo as your primary photo.
Tracking the success of your photos...

Tripadvisor Popularity Ranking: Key Factors and How to Improve

Tripadvisor Popularity Ranking: Key Factors and How to Improve Learn more about the Tripadvisor Popularity Ranking and get tips for improving your business’s performance. Your Tripadvisor Popularity Ranking is based on user reviews and reflects your standing against other businesses within your geographical location. Your Popularity Ranking is important because the closer you are to the top, the more likely it is that users will see your business when they search your area. Here are the three primary factors that impact your Popularity Ranking, and ways that you can improve: Quality of Reviews Higher bubble ratings positively impact your Popularity Ranking. Set guest expectations before they arrive by making sure any information about your business is up to date and photos accurately reflect your business. Fulfill or exceed those expectations during their stay, and keep those positive reviews rolling in! Quantity of Reviews...

Everything You Need to Know About the Tripadvisor Popularity Ranking

Everything You Need to Know About the Tripadvisor Popularity Ranking Learn all about the Tripadvisor Popularity Ranking algorithm, including how it’s used to rank accommodations, attractions and restaurants, and how it evolves over time. How the Popularity Ranking works The Popularity Ranking is based on the quality, recency and quantity of reviews that a business receives from users — and the consistency of those reviews over time. Quality The bubble ratings that users provide as part of their reviews are used to rank the quality of the experience at each business. All other things being equal, a business with more 5-bubble ratings will rank higher than a business with lower bubble ratings. Recency...

How Business Advantage Boosts Your Hotel Recovery

How Business Advantage Boosts Your Hotel RecoveryDiscover how hoteliers are driving more direct bookings with this business-boosting solution from Tripadvisor.Travel is making a comeback, as travellers hit the road for their long-awaited holidays. But the question for hoteliers remains: What is the best way to stand out from the competition? Business Advantage empowers hoteliers with the tools to drive direct bookings, entice travellers with promotional offers, and showcase the best of their property.   Here’s what just a few of our partners have to say about it. ““Our team has succeeded using Business Advantage to help drive ROI with incremental traffic and bookings. We’ve seen high return on performance using BA features like special offers, direct links and click to call. The biggest benefit of BA for us would be our ability to maximise revenue and site traffic with the product’s various features.” - Johnny Gibson, Director Search Engine Marketing, Hilton Worldwide “The big advantage of Tripadvisor is the huge exposure to the consumer. With Business Advantage, we get great features like direct booking links to our website and hotel direct special offers. We have done a great deal of rebranding, repositioning, and changing from brand to independent hotels recently, and the Tripadvisor team has assisted greatly in transitioning to capture revenue immediately.”...

Global Market Insight: OTA Insight Guest Blog Post

Global Market Insight: OTA Insight Guest Blog Post

Global Market Insight: OTA Insight Guest Blog PostTrack worldwide recovery and spot the earliest signs of traveler demandThe extraordinary travel disruption caused by COVID-19 has ushered in never before seen challenges for the hospitality industry. Hoteliers across...

Thailand Hotel Market Report

Thailand Hotel Market Report

Thailand Hotel Market ReportWith a greater emphasis on vaccine rollouts and immunization campaigns, consumer sentiment strengthens and Pattaya, Thailand is experiencing a strong uplift in leisure demand.Travel searches are influenced by the vaccine rollout and easing...

Chicago Hotel Market Report

Chicago Hotel Market Report

Chicago Hotel Market ReportChicago is the latest American city to announce a full reopening, removing restrictions that have hampered both travel and business. Additionally, major events like Lollapalooza are returning to the city.Mask requirements now eased for...

Greece Hotel Market Report

Greece Hotel Market Report

Greece Hotel Market ReportIs your 2021 summer season picking up as travel is heading towards its long awaited recovery?As vaccinations increase and travel restrictions are gradually lifted, Greece is the most-booked European destination for this summer as per Forbes....

Strategies to Encourage Guests to Opt into Email Marketing

Strategies to Encourage Guests to Opt into Email Marketing

Email is one of the most valuable marketing channels available to hotel owners. Email marketing can deliver a high return-on-investment and offers a great way to keep customers engaged and tuned into your hotel’s messaging.

Remember, in order to freely communicate with your guests via email, you need to make sure you comply with any local laws, such as getting guests’ permission before including them in your mailing lists. It’s important to stay in compliance with marketing and privacy laws, including the GDPR. Ensuring your email list contains lawfully permissioned data also improves your email deliverability and engagement with your messages.

Here are a few tips to encourage guests to opt into your marketing emails.

Show the value of your messages

Be sure to tell visitors exactly why they should subscribe to emails from your hotel.

Let guests know what they’ll get out of subscribing and demonstrate the value of opting into your emails and being on your marketing list.

Communicate to guests that opting into emails offers a chance to stay up-to-date on events and offerings that are most relevant to them.

Engage guests with opportunities to opt in at key touch-points along their booking journey and during their stay.

Face-to-face interactions, such as guest check-in, are a chance to demonstrate in-person the value of your hotel’s communications. Consider giving guests the option to sign up for your emails through a privacy-compliant offline email collection app on a tablet at the front desk.

Be relevant and personalized

Strive to make each marketing message relevant and personalized to every guest. If you’re able to collect a guest’s email address at booking or check-in, and gain the necessary consent or permission, consider tying the email to other data you collect. Make sure you have the necessary permissions, then consider matching guest insights, such as whether a guest asked to upgrade to a room with a view, or they booked a spa appointment. Insights like these could be incorporated into marketing messaging to increase personalization and relevance. As you learn about your guests’ personal preferences, you can better tailor marketing messages to be personalized and relevant, increasing the value guests perceive in your content and making them more likely to opt into emails.

Learning about your guests helps you to segment them into different groups. By segmenting guests (grouping them by the characteristics they share), you can be sure to show the right message to the right user at the right time.

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Tripadvisor Reputation Pro: The Complete Guide

Tripadvisor Reputation Pro: The Complete GuideReady to build traveler confidence to book with you? Looking for ways to impact your bubble score and ranking on Tripadvisor and beyond? Read on to learn more about everything Reputation Pro can do for your accommodation business.

Reputation is the cornerstone of any hospitality business; 94% of travelers say reviews are an important decision-factor in choosing where to stay … and 77% are more likely to book a property with personalized review responses.1

Reviews have also become even more important as travelers want to know what conditions are like at your property right now.

You can’t afford to neglect your reputation, but managing it can certainly be a daunting task. That’s why we’ve developed Reputation Pro — to help you easily build traveler confidence in your property, motivating guests to book with you and increasing your visibility on Tripadvisor. To learn more about how you can add Reputation Pro to your Tripadvisor listing, click here.

Already signed up? Read on for best practices on how you can unlock the full power of Tripadvisor Reputation Pro for your business!

Step 1: Get started

Once Reputation Pro is activated for your business, each registered and verified owner of your Tripadvisor listing will have access to it. To get started:

  1. Log in to your account at tripadvisor.com/Owners
  2. Select your property from the list to access its Management Center
  3. Navigate to the “Reviews” tab to see Reputation Pro and all of its tools

Note — it’s possible that we may need to re-verify your access to your business on Tripadvisor. If that’s the case, please contact Customer Support to continue the verification process. To do this, head to Owner Support. Once there, add your name and property, select "Update Management Center Access" and then "Disable access for a registrant." Then use the text box to request a verification.

Step 2: Activate premium review collection

Reputation Pro does the work for you when it comes to collecting new reviews. To get started, just enable your providers. Then, if you’d like, you can customize your review requests and add private surveys....

How Tripadvisor Review Guidelines are Changing in Response to COVID-19

How Tripadvisor Review Guidelines are Changing in Response to COVID-19During these unprecedented times, we are taking extra steps to ensure our platform is used responsibly ​

We're here to help

The COVID-19 pandemic is impacting the travel and hospitality sector in immediate and far-reaching ways. We know many business owners are trying to decide how best to navigate these unprecedented challenges, and we share your concerns.

Please read more about the resources we are introducing for owners here.

Why is my business still receiving reviews?

We know that many businesses have seen a significant decrease in customers, or have had to close their doors altogether, as a result of the global pandemic. Even if your business has temporarily closed, your customers can continue to submit reviews of their guest experience at or with your business, as long as that experience took place within the twelve months prior to submission. You will also be able to submit Management Responses for those reviews — which allow you to share updates about the latest conditions at your property — and report any reviews as needed via the Management Centre.

We believe now more than ever it is important to provide a platform for customers to share their guest experiences and for businesses to be able to share their responses about what’s happening on the ground. Reviews and their accompanying responses provide transparency, create a level-playing field for businesses large and small, and can serve as an incredibly powerful marketing tool for hospitality providers who consistently deliver great value and high standards of service.

During this period, we will continue to utilize our 20+ years’ experience in moderating reviews. Our system and moderation processes remain fully operational, even as our teams work remotely.

All review submissions are checked by our review analysis system, and any problematic content is being routed to our team of content specialists for further investigation, as per our normal processes. You can read more about our review analysis system here.

How review guidelines are changing

We are introducing a number of adjustments to our review guidelines and moderation procedures in light of the COVID-19 outbreak. These changes are aimed at ensuring our members use the Tripadvisor platform responsibly:

  • We will remove any content that encourages people to ignore government guidelines or restrictions
  • We will remove any content that discourages people from seeking medical assistance or testing, or promotes dubious medical advice or misinformation
  • We will remove any review that criticizes an individual business for being closed at this time
  • We are banning racially insensitive content that refers to the COVID-19 virus as the ‘Chinese virus’ or ‘Wuhan virus’. Such references are unnecessarily divisive during what is a global pandemic that requires united action from all nations and people, and any reviews or forum posts using such terminology will be removed. Reviews naming the virus must use official World Health Organisation terminology (such as Coronavirus, or COVID-19).
  • As of August 6th, 2021, we will remove new reviews that criticize a business or employees for following national and local regulations related to COVID-19 and/or criticize a business or employees for implementing safety policies that have been put in place due to the global pandemic.

    We will also remove reviews posted prior to August 6th, 2021, if the reviews are reported to our content moderation team. Here’s how you can report a review:

    1: Go to the “Reviews” tab in the Management Centre.

    2: Click the link under “Report a Review” and complete the form on the following page.

Last Updated: 18 August 2021

What Does Tripadvisor Do About Unfair Reviews?

What Does Tripadvisor Do About Unfair Reviews? Business owners and their customers often ask what we do about unfair or malicious reviews. Here we explain our approach...

When reviews are unbiased and honest, they are incredibly useful. For customers, they shine a light on businesses that offer great experiences, service and value; for owners, they help attract new customers to the business and provide valuable feedback on what it does well and where it can improve.

Unfair or malicious reviews have the opposite effect — they are misleading to potential customers and can do unwarranted damage to the reputation of a business.

Broadly speaking, there are two different scenarios in which an unfair review can occur:

  • Scenario #1: A review is submitted by someone who is either biased (you can learn more about how we determine bias here) or did not have a personal experience with the business they are reviewing.  We call these  Fake Reviews.
  • Scenario #2: A review is submitted by someone who did have a personal experience with the business (and is not biased by having a connection with the business), but what their review describes is disputed by the business.  We call these  Contested Reviews.

This distinction is an important one because it guides the way we handle review disputes. Review disputes occur when a business reports a review that they believe to be breach of our guidelines. Once a business reports a review, we then determine whether it is alleged to be a Fake Review or a Contested Review, and take action from there.

So how does Tripadvisor prevent Fake Reviews from being posted to the site?

Fake Reviews have no place on Tripadvisor. We work extremely hard to block them from being posted to the site.

First, we have a set of posting guidelines that all reviews must adhere to. These guidelines are designed to ensure reviews are as relevant and useful as possible. You can read more about our review guidelines here.

To enforce these guidelines, we use a combination of smart technology and a dedicated team of expert moderators.

The technology kicks in every time someone submits a review on Tripadvisor. Before the review is posted to the site, it has to go through hundreds of automatic checks which evaluate every aspect of that review. We call these checks our tracking system.

The system will either allow a review to be posted, block a review from being posted, or will send it to our moderation team for human analysis if it suspects the review may be fake.

Even after a review is posted, anyone can still use our reporting tools to request an investigation by our moderation team if they are concerned a review does not meet our guidelines. While the volume of requests we receive to investigate a review is low — less than 1% of reviews are ever reported to us — these reports are incredibly useful and help us enforce the guidelines consistently for all. Business owners can report reviews via the Management Centre (which they can access for free), while travellers can report reviews simply by clicking on the flag icon displayed beneath each review.

To read more about the different types of fake reviews and how we catch them, go here.

To read more about how our tracking system works, go here.

How does Tripadvisor handle Contested Reviews?

While more than 99% of Tripadvisor reviews are uncontested, we know that when a review dispute does occur, it can be a serious matter for those involved. Deciding whether a Contested Review represents fair commentary about a business is a very important task, and one we try to handle as sensitively and as fairly as possible.

This is because a customer’s opinion is subjective — whether service is fast or slow, whether food is tasty or bland, whether the cost offers great value for money or is expensive — all of these things depend on a customer’s expectations.

We strongly believe that every traveller has a right to express their opinion, good or bad, based on their own expectations of what the experience should deliver.

We also know that if you are a business owner or member of staff it can be incredibly frustrating when you feel a criticism you’ve received in a review is unfair.

Any business can contest a review by using our reporting tools. Contested Reviews are then assessed by our moderation team, who determine if the review breaches our guidelines and therefore whether it should be removed or not.

If our moderation team concludes that a review meets our guidelines, it will remain posted. In these circumstances, there are still a number of steps a business can take to lessen the impact of a Contested Review, including posting a response that gives their side of the story. Indeed, we strongly believe not only in the customer’s right to express their opinion, but also in the business’ right to reply. We call this feature a Management Response.

You can learn more about the ways in which a business can respond to a Contested Review here.

To learn more about how our tracking system catches fake reviews, watch this video.

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5 reasons online reputation management is essential

5 reasons online reputation management is essentialYour customers are looking for you online. Can they find you? Here’s why managing your online reputation is an essential element of today’s hospitality.When you think about your brand, you’re probably thinking about your logo or imagery you use to promote your property or restaurant. In reality, your brand is really everything you do. It’s how your guests feel as they lounge poolside or how your diners feel when they first sit down at that perfect table with a view. Brand-building isn’t just about what happens in real life, though. Your brand starts at the very beginning of someone’s interaction with you. More and more, that’s happening online. You need a strong brand presence online, not just in real life, to be able to stand out from the competition....

Clever ways to capture more reviews from hotel guests

Clever ways to capture more reviews from hotel guestsThe more reviews you have, the more opportunities to increase your ranking — and show guests just how great their stay with you will be. Here’s a few ways to generate more reviews from your guests.A key component of steady business for your hotel is generating a consistent stream of recent reviews. Prospective hotel guests want to know what it’s like to stay at your property — what the rooms look like, how clean they are, what kind of amenities you offer — and the best way to find that guidance is through the power of reviews.In fact, 82% of respondents in a recent Tripadvisor survey told us that reviews were “extremely or very important” when it came to making their booking decision, with 68% agreeing that they were more likely to book a hotel after reading a review.Every review is a chance to increase your ranking — and show guests just how great their stay with you will be. Here are a few ways to generate more reviews from your guests:Train your front desk staff to ask for reviewsYou know the saying, “You don’t get what you don’t ask for?” The same is true for reviews....

What hotel shoppers look for in reviews

What hotel shoppers look for in reviewsCurious what hotel shoppers are looking for when they read reviews? We asked 9,000 customers across five countries — here’s what we found.What encourages a hotel shopper to go from browsing to booking?We asked 9,000 customers across five countries — U.S., U.K., Italy, Singapore, and Australia — to find out exactly how travellers use Tripadvisor reviews and what information they’re looking for when they do.Turns out, travellers want guidance about every aspect of their trip. They want to know the best dish to try at your restaurant, what the view looks like from your penthouse suite, and how it will feel to walk into town, the beach, or a local trail from your door. Accommodations serve as the foundation of a trip, and to many travellers, it’s one of the most important aspects to get right.Let’s dive deeper into the top five elements hotel shoppers are most curious about when it comes to booking:1. CleanlinessThe #1 spot on the list? Cleanliness and hygiene (57%), which is unsurprising given the last few years of the COVID-19 pandemic. Hotel shoppers want to ensure that they’ll be taken care of with transparent, fully outlined sanitisation measures alongside standard elements of cleanliness....

Why reputation management is your best retention strategy

Why reputation management is your best retention strategyManaging your online reputation matters not just to attract new guests, but to retain your existing ones. Here’s how it impacts your customer loyalty.When someone stays at your property, you hope they feel at home…not just because you want them to have a phenomenal experience on their trip, but because you know that the better experience they have, the more likely they’ll tell their friends and family (or leave a review on a site like Tripadvisor). Whether you’re a single hotel property or part of a larger hotel group, one of the most challenging aspects of managing a hotel is encouraging guests to come back again and again. Every traveller has a different philosophy on returning to a given place. They may visit your city often on business or be passing through on a once-in-a-lifetime holiday. They may be looking for the kind of resort they can return to and feel at home. While you can’t control individual travel preferences, you can set your business up for success and customer loyalty by managing your online reputation effectively. Here’s how:Understand how guests talk about your hotelWhat kind of language do people use to talk about your hotel? What common themes emerge? You may be able to pick up on patterns of what people love about your hotel — and it’s exactly these themes you can use to your advantage in your marketing materials, reminding past guests what they enjoyed about staying with you and enticing new ones with similar language. With Tripadvisor Reputation Pro, you can see a dashboard of common themes and sentiment across all of your review platforms, so you can discover what’s driving guest feedback....

How to Grow Your Hotel Business By Optimizing Your Tech Stack

How to Grow Your Hotel Business By Optimizing Your Tech Stack

How to Grow Your Hotel Business By Optimizing Your Tech Stack Running a hotel is more challenging than ever.  Data from STR shows that 57% of bookings in 2021 were made within 7 days of stay versus only 15% during the same time in 2020.  Compressed booking windows...

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