How Important Are Hotel Reviews to Your Attendees' Decisions on Where to Stay?

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  • Check to see that your headquarters hotel (and ancillaries, if you have a multi-property meeting) have reviews, preferably before you reserve your block.
     
  • If they have reviews, are most them positive? Are the negatives easy to dismiss as outliers, or does it look like there are real problems?
     
  • If there are negative reviews, how has the property management responded—defensively or constructively and respectfully?
     
  • If there are a lot of negatives and your contract has already been signed, do you have a plan to handle how you'll approach this with your attendees? Do you get proactive and ask the hotel to respond positively on the site (if they haven't already) so attendees will get that warm fuzzy from knowing any concerns will be handled?
     
  • And last, but probably most importantly, do you know if your attendees use these sites? Are they social media hounds or Luddites? If the latter, this probably isn't a big deal for you, but I would still stay on top of it, because the number of technophobes will continue to fall as more people get comfortable with social media. It's here to stay, so sooner or later, you will have to deal with it. After all, there are already north of 75 million reviews just on TripAdvisor, and Yelp, another popular review site, already has more than 30 million reviews.

Thanks to Renée Frojo, a reporter for the San Francisco Business Times, for pointers to these studies in this post.

Discuss this Blog Entry 2

on Jun 24, 2013

I think relying on online reviews to choose the hotel your meeting guests will attend is not a bad idea as long as you make sure to check out more sources. Anyways, Gatwick hotel and parking is always a reliable source for great hotels, I always rely on them when I plan large meetings.

on Sep 30, 2013

Hotel reviews serves as their primary investigation or evaluation since it's the details regarding the past experience of the previous guests and how they were treated or served in that particular hotel for instance the Hotel Kuala Lumpur including the facilities, staff and the rate.

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