Reputation Management: A Key Factor in the Success of Your ...

Reputation Management: A Key Factor in the Success of

Your Business

Prepared by and republished with the express permission of Marilyn Torres, Booking.com.

Disclaimer

AAHOA does not provide legal or business advice orrepresentation to any individual persons or members. AAHOAgoes to great lengths to ensure the information it provides isaccurate and useful, but strongly recommends all persons andAAHOA members obtain professional advice and/or legalrepresentation which is appropriate to their particular situations.Further, AAHOA does not endorse any companies nor any of theproducts or services they offer.

Booking.comKey facts and figures

Global DataWe are in 92,977 destinations in 224

countries and have 97.5 million+ guest

reviews worldwide in 40+ languages.

PeopleWe have 176 offices worldwide with

new ones opening every year, and

over 11,000 employees to support you.

Quality All reviews are verified. Guests must

stay at a property to leave a review.

All reviews are moderated (not

edited!) before they go public.

Focuson what’s important.

Guest ReviewsUnderstanding and responding to

guest experiences at your property.

How a personalized reply can

create brand loyalty.

ContentMake your property stand out; take

command of your property’s photos

and text.

PulseManage your property including

R&A and requests while creating a

frictionless guest experience.

Guest ReviewsBehind the scenes

InvitationsSent 48 hours after check-out. Expire

28 days after check-out.

Resend RequestRequests to resend an invite can only

be accepted directly from guests.

ReviewsOnly displayed for 24 months and

are expunged from the system.

Guest ReviewsHow you should respond

TrustworthinessDon’t just write “thank you”—craft a

personalized message. Be thoughtful

and positive.

ConversionYou are replying to future guests. Use

constructive criticism to your advantage.

Keep an open mind.

Showcase Customer ServiceChange a negative into a positive. Show

you care. A genuine reply is key for

maximum customer satisfaction.

Originality is appealingMake sure every response is unique and

specific. Less is also more; be concise

and to the point.

Guest ReviewsHow you should respond

Be genuineHow you respond to a negative review

says more about your property than

the negative review itself.

Double-checkTake a little extra time to get it right.

We can remove your response, but

it’s better to get it right the first time.

Guest ReviewsMass removal request

Change of OwnershipCredit Control must have confirmed and

documented the new owner. Request must

come from the new owner.

Total RenovationAll rooms, bathrooms, and public areas. Need

property ID, property name, refurbishment

date, and before and after photos.

Re-brandingNeed property ID, property name, re-branding

date, and before and after photos.

Mass removal does

not apply to:

Change of mgmt

Change of staff

Change of name

Remember:

Processing takes up

to 3 weeks.

Requesting a mass

removal does not

guarantee approval.

PulseManage your property

PulseManage your guests

ContentFirst impressions

PhotosRealistic, naturally lit photos give guests

an accurate impression of your property.

PriceCheck and re-check pricing, policies,

and promos. Special conditions also play

into a guest’s decision-making process.

Location and TextMake certain your property’s address,

geo location, and text are accurate. Your

guests will thank you.

ContentCreate your online signature

74%

21%

5%

PhotosThe most valuable conversion drivers are

high-res photos. Booking.com is an

international billboard with over 12,000+

affiliates—use it.

TextAccurate and complete room and property

info help guests eliminate doubt and know

they’re making the right choice.

Your ProfileThis is your moment to add up to 3600

characters to tell guests what makes your

property stand out above the rest in your

own words.

Your ProfileWhat makes your property unique

Createa positive experience.

Guest ReviewsUnderstand and respond. Be

genuine and thoughtful. Remember,

you are replying to future guests.

ContentFresh content matters. Given this

fast-paced e-commerce market,

stay ahead of the curve and

capitalize on new trends.

PulseStay on top of rates, availability,

and requests on your smartphone.

Consider Pulse—it’s free.

Questions?

Marilyn Torres

Partner Content Specialist

Booking.com

[email protected]

+1 407 587 3958

Rachel Humphrey

VP Franchise Relations

AAHOA

[email protected]

+1 404 419 8985