Reply to reviews for a 21% booking boost

Say something back to your customers

TripAdvisor research* finds that accommodation owners that respond to their reviews benefit with more booking enquiries, they say 21% more likely.

Ever been an ignored customer at a coffee bar or restaurant, seen but just not important enough to respond to? Well that’s how it looks when a customer reads your reviews and finds no responses. They have to assume you don’t care as much as the properties that do take the time to respond.

Perhaps you are extremely busy or don’t need the bookings, so just like the coffee bar,  ignored customers will go and find somewhere they believe does care. According to TripAdvisor’s research it’s exactly what happens, they say up to 21% more bookings go to properties that take the time to respond.

When you do answer reviews (both the good and bad) it *shows* …..bang ! right there and then in front of them – this accommodation is engaged, caring, listening. Displaying this level of engagement is of course

Review sharing widget for hotels

quite different from just *saying* it on your website or in emails.  If you really want customers to believe it then you have to find ways of *showing* it. The ability to respond to reviews is a marketing gift so use it to show how engaged you are.

You might not love TripAdvisor but can you afford to ignore them ? They undoubtedly have a vested interest in getting you, the property owner, to engage with their site (respond to reviews) but even with this in mind we still agree that reviews count.

At freetobook we have been developing review and feedback technology for years, you can already tweet, facebook or place your freetobook reviews on your website and of course you can respond to them. Our customers can make full use of these and many more functions in their “Home” tab by clicking “Reviews” on the orange bar. If you are not yet a customer, what are you waiting for? Join up today for free, no risk and let us show you what you are missing at freetobook.

Related blog articles from the past

Share your reviews online for direct bookings

10 Tips on managing good and bad reviews

Customer reviews a winning strategies

Review Express by TripAdvisor

* TripAdvisor press release Sep 3, 2014

TripAdvisor book now button for direct bookings

Direct commssion free bookings on Trip Advisor

Just mention the name “TripAdvisor” to independent businesses and you are guaranteed to get some interest. Businesses have to take a pragmatic view when considering what tools and partners they need to make themselves more successful.

TripAdvisor book now button
TripAdvisor Show Prices button can link to your property

TripAdvisor is without doubt a very powerful influencer for your customers because it helps them gather information from other customers i.e. people just like them. Lots of studies have shown that people value and trust the advice of friends and family far more than anything else. That’s not new, since time began we have always asked for the advice of those closest, those who you trust.

Like most things on the internet it’s not perfect but that doesn’t lessen it’s importance to your customers. Good businesses engage with their customers, listen to their feedback and react accordingly and TripAdvisor provides one of the platforms to do that. Time invested in that is money well spent because it’s highly visible and highly searchable. Managing your reputation is critical in this increasingly connected world.

Many businesses rely heavily on their reviews to attract new customers and now there is a way to get direct bookings, not just referrals, from your TripAdvisor page. It’s not free but then TripAdvisor is not a charity, it provides a service to you and your customers.

You can place a direct link to your booking engine on your profile and every time a customer searches your availability you pay TripAdvisor – a Pay Per Click (PPC) advertising model where each search is a click. The service is currently only offered on a wholesale basis i.e. individual properties can’t do it themselves they have to go through a service provider and properties do not need a business listing.

The direct link is valuable because customers are usually at the end of their purchasing cycle when they are looking at your profile….so they are ready book. When you consider all the marketing that has preceded that point i.e. providing a service that encourages reviews, advertising in different places etc. you can see that you are about as close to “closing the sale” as you will ever be. That’s where you have to make it easy for the customer…..search and book here!

The service is offered on a 3 month trial basis. TripAdvisor will give you a cost per click and estimated budget required for those 3 months based on their history of your page. How do you know you’ll get value for money? Well, you don’t at the outset, but at freetobook we will track and monitor every search and booking to give you a definitive return on investment. It’s that level of information that gives you the control to make a 100% informed decision on your marketing spend. If you have already invested heavily in your marketing this is well worth a try.

Boost sales by displaying your best reviews

With freetobook, you can now choose to publish reviews alongside your search results and to control which reviews you display. Early evidence shows that it can definitely help to increase your conversion rates.

Some properties are already benefiting from being able to do this, as you can see:

booking page with reviews

If a prospective customer clicks on the “reviews” box on the right hand side, they’ll be able to view a full list of guest reviews.

To activate this new functionality, log in to freetobook and go to the “Reviews” subtab.