I haven't been a fan of online reviews for a long time. If you look at the data - the people who post reviews (outside of fake reviews, as sited) are the 10% extremely happy guests and 10% extremely disappointed guests. That means we're missing the opinion of 80% of our guests. When traveling somewhere - I always value a personal recommendation over anything on the internet.
Exceptional breakdown of perception thresholds. The band system realy captures why operators dunno they're in trouble until bookings already dropped. Worked with a boutique hotel that slid from 4.5 to 4.2 over two months and couldn't figure out why enquiries fell off a cliff. The moment they crossed into scrutiny territory, guests started reading for problems instead of confirmation. That swtich happens invisibly.
I haven't been a fan of online reviews for a long time. If you look at the data - the people who post reviews (outside of fake reviews, as sited) are the 10% extremely happy guests and 10% extremely disappointed guests. That means we're missing the opinion of 80% of our guests. When traveling somewhere - I always value a personal recommendation over anything on the internet.
Exceptional breakdown of perception thresholds. The band system realy captures why operators dunno they're in trouble until bookings already dropped. Worked with a boutique hotel that slid from 4.5 to 4.2 over two months and couldn't figure out why enquiries fell off a cliff. The moment they crossed into scrutiny territory, guests started reading for problems instead of confirmation. That swtich happens invisibly.
You've opened my eyes to a serious problem, Dawn. Thank you for an excellent and insightful article.
My pleasure Suzy, glad you found it useful!