Reputation Management

Your Reputation & Setting Expectations

Changing guidance means you need to be vigilant in your guest communication to ensure you’re setting the right expectations. Review sites like TripAdvisor have been aggressive in asking guests to posts reviews to confirm if properties “doing what they say they are.” Make sure all of your top third-party sites are consistent with how you are handling COVID19 precautions and policies, in addition to all of your guest communication materials. This includes:

• TripAdvisor Health & Safety Section
• Google Health & Safety Section
• Bing Health & Safety Section
• Yelp Health & Safety Section
• OTA Health & Safety Section (Booking.com, Expedia, Airbnb)
• Confirmation Pre-Arrival Texts & Emails
• Abandoned Cart Emails
• Pinned Social Media Posts

Texting Review Requests

While email certainly has its place, we’re continuing to see great open rates on quick, transaction texts. We encourage you to request reviews via text, especially for events and weddings. Younger demographics are going to be even more likely to respond to text and we want to continue to encourage more reviews on your Google Business listings over directories like The Knot and WeddingWire.com.