Report overview
Guest feedback, initially collected through comment cards in hotel rooms, was punctuated by the explosive popularity of online guest reviews on various public platforms. Some hotels continue to use guest satisfaction surveys to benchmark guest satisfaction. Reputation and review management is centered around guest satisfaction. Hotels invest heavily in creating great experiences and aim to deliver impeccable service, so it is equally important to observe whether a hotel’s efforts are in line with consumer perceptions. important to
As the customer experience becomes more digital, hotel guests can now share their opinions and experiences on third-party platforms such as Tripdadvisor, Google, booking sites such as online travel agents (OTAs), and social media. Reputation and review management software facilitates the monitoring and evaluation of these reviews and ratings, controlling how the hotel is perceived by the public. Helps quantify guest satisfaction and highlight areas for improvement or opportunity.
Reputation and review management software includes tracking what people say about your business on multiple platforms, getting live feedback using QR codes or WiFi login pages, sending post-stay surveys to guests, and displaying positive reviews There are various functions such as hotel website optimization for Share reports and benchmarks for performance tracking.
Data in this report is as of December 2022. For the latest updates, Skift Research subscribers can access the updated Hotel Tech Benchmarks dashboard.
Periodically to collect more data from hotel technology vendors.
What you can learn from this report
- Current and Future Growth Potential for Reputation and Review Management Software
- total market penetration
- Market penetration of top vendors
- Vendor revenue share
- Total market penetration of the vendor based on the total number of hotels and rooms served by the vendor
