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Wordle: TripAdvisor negative comments on Wensom Lodge Fakenham
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I have 36 students doing a project using information from TripAdvisor and 3 different students have reported that while they were reading customer comments the rank of the hotel changed.  I one case the hotel fell 5 places. Just how can that be?
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TripAdvisor seems to know that some people go a little over the top when reviewing. So armed with facts (not just your opinion) you can make direct contact to TripAdvisor ( the link is set out below. If however you only have your own opinion to fall back on, then make a response online to the TripAdvisor site under the review - avoid a slagging off match and try to defuse the situation. Also make sure that a designated person looks after the resonses, not the office temp or the "room service department."
I have mayself given negative reviews of restaurants and I am suprised that they neither post a response, contact me or seek to get my remarks removed - perhaps hoteliers are very slightly more aware of the implcations of these reviews as I am constantly shocked at how few large Brands have any formal system for dealing with negative or indeed positive responses. Just how nice would be it to see a thank you note under a good review - a great opertunity to say something new about your product (ie thanks for your review, it was good of you to show us that you enjoyed your stay, we are always trying to improve our services and it's good to know when we are doing well.  "Why not try out our new in-room Baby sitting service on your next visit?") 

Here is the magic feedback address just follow the links  www.tripadvisor.com/owners
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TripAdvisor, NHS, Amazon, Ebay almost everywhere you turn now days you are asked for feedback. And this is instantly available to web users and mobile telephone users alike. Good or bad, everyone can see.  Yet it seems that our industry barely uses the valuable information.  While doctors are demanding a recount of their reviews and Ebay  and Amazon suppliers follow up their service deliveries with enquiries about their service - it can be seen they are using this information and are conserned about their rating.  Yet so few hoteliers and restauranteurs do the same - are they too busy, too complaisant, too frightened to make a move and show consern about consumers views?
Do Hoteliers or restaurateurs have a policy for dealing with such reviews?
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80% of business people expect a reply from an email within 3 days!  No one expects an email enquiry to take over a week to get answered, yet my research, together with the MBA Marketing students of Les Roches in Switzerland ,show that nearly 80% of email enquiries to business web sites go unanswered.

What's your experience of using email to enquire about products?

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Post Title. 11/12/2008
 

Students at Les Roches Bluche in Switzerland are using Weebly during November 2008 to build their own personal website.  This is part of an EMarketing Course for the very sucessful MBA programme.

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