What Does an Online Review of a Hotel Really Mean?
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The internet has now made it possible for word of mouth to spread beyond the boundaries of traditional social networks, so much so that you can now expect to take the views of relative strangers when deciding on where to stay when taking a short break or going on holiday. Whilst this can be useful to making a decision on a location you are unfamiliar with there are some things to watch out for...
People are more likely to complain if they have had a bad experience
It sounds obvious, but of all reviews on any website, most of the time the person has felt compelled to write because they have had a bad experience. This means that the reviews are generally always stacked against the hotelier. Whilst they may of had 2 bad reviews, there could be 2000 customers out there that have had a positive experience, but did not feel compelled to write because they have had a positive experience.
People's expectations may not be in line with the hotel's own values
Frequently I see hotel reviews that are just not in tune with what the hotel has to offer. Hotelier's; whether branded or unbranded are usually very good at describing themselves accurately, particularly when it comes down to location, facilities offered and size. Therefore they believe they provide enough information for the guests to make some assumptions. For example a hotel smack bang in the middle of Manchester, right next to the city centre and motorway is unlikely to be quiet, however you will see people reviewing the hotel complaining of the noise. It is basically a given that the hotel is probably going to be noisy. The biggest guideline is often in the star rating. Star ratings are issued by a number of different bodies, and vary from organisation and from country to country, therefore it should be treated purely as a guideline as criteria for awarding the rating can differ. In broad terms though, it is unlikely that a two star hotel will deliver the same service as a five star hotel. In-fact the two star hotel may well deliver this level of service, but the reality is that guests should not assume that they will.
Have the reviews been responded to?
A previous guest may have left a bad review after raising a complaint and in-fact have been compensated for any legitimate problems. A hotelier that is focused on customer loyalty and customer service will in-fact respond to bad reviews to either ascertain whether there is anything that could be done to improve things, or if the problem was resolved and the previous guest is merely being malicious then will stipulate any compensation the guest received. This refers back to earlier in the article whereby guests are more likely to complain in the event of a bad experience.
Check out a number of different sites
It is a cultural thing, but people from different locations approach reviews in different ways and have different expectations - ensure the hotel reviews you are looking at are taken from a variety of sources.
James Cope has been working in accommodation distribution for over 5 years, further travel related articles can be found at www.bedsearcher.co.uk [http://www.bedsearcher.co.uk]
James' most recently visited UK location is Dawlish.
Article Source: https://EzineArticles.com/expert/James_Cope/660919
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