As I've mentioned in recent posts, lately TripAdvisor has been making extra efforts to be more open and communicative with the hotel community. As part of its new TripAdvisor for Business division, the company has been holding a series of "Master Class" educational events for hospitality professionals in select cities.
I'm happy to confirm I'll be speaking at the Las Vegas event on Wednesday, December 8 at the Venetian Resort, Hotel & Casino.
When I was general manager of Opus Hotel in Vancouver, we managed to maintain top rankings on TripAdvisor's popularity index despite a massive three-year construction project next door. Today, as a social media and reputation management consultant, I help hotels harness the powers of social media and online reviews.
As my readers know, I've written a variety of articles on this topic, from Best Practices for Responding to Online Reviews to Tips for Generating Positive Reviews to, most recently, How to Cope with Bad Reviews. As an independent consultant, I provide an objective viewpoint and, because I think the hotel industry suffers from a profound lack of sense of humor, I like to put a frank and sometimes irreverent spin on these issues.
I'm happy to be sharing some of my knowledge and experience with participants in Vegas, when I'll be discussing how to manage a positive online reputation and how to respond to guest reviews, among other topics presented by the TripAdvisor team and fellow guest speaker Natasa Christodoulidou, Ph.D.
For hospitality professionals eager to make the most of their TripAdvisor presence, I hope you can join us. For more information visit TripAdvisor's Master Class web page.
Hi,
I read your article about Tripadvisor and would like to ask a question to Stephen Kaufer, CEO of Tripadvisor regarding if there is any policy for fraud posting. E.g. there is chance that competitor might post negative feedback on your tripadvisor site to lower down the popularity. If it is so, is there any policy regarding this fraud?
Thanks
Hi Lalita, TripAdvisor has zero tolerance for fraudulent postings. You can find out more info here: http://www.tripadvisor.com/help/postingandediting. If you suspect a review of your property is fraudulent, you should dispute it with the owners’ center and try to have it removed. Good luck! DEC
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Trip adviser divides catagories into B&B, Specialties, and Hotels. As a Resort, my competitors are in all three catagories. Why doesn't Trip A just compare all as accomadations????
As a “Curious George”, why can’t hotel guests post TripAdvisor comments while visiting at the hotel or its facilities if wireless? Especially while thoughts and experiences are fresh in their minds.
During the initial phase of promotions for flyer handouts and hyperlinks to motivate guests to comment on TripAdvisor - We quickly realized our guests couldn’t use our Business Centers or WIFI to write comments.
I’ve made several requests in the past to investigate; unfortunately, without response? Please advise how to proceed.
Thomas
Hi Thomas,
That’s a great question, and you are correct – we recommend that hotels do not encourage guests to write reviews while they are still at their property. Reviews written at a hotel may appear to have been submitted by a hotel employee, and will be flagged as suspicious. We take content integrity very seriously, and flagging such reviews is one way that we help insure owners with ill intentions aren’t trying to bolster their own property’s ratings.
Our Owners’ Center offers many free tools to help you encourage guests to submit reviews after they’ve returned home, including reminder cards, flyers, and emails, and review collection widgets. We encourage properties to take advantage of these at http://www.tripadvisor.com/Owners.
Thank you,
April Robb
TripAdvisor
Thanks for clearing this up, April – good to know! I get this question often so I just uploaded a post about it: http://www.danieledwardcraig.com/2011/02/should-hotels-encourage-guests-to-write-tripadvisor-reviews-on-property.html?preview=true&preview_id=1114&preview_nonce=99dd949b69
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