We are currently in the midst of Web 2.0. This is a time when user-generated content is exploding and social networking sites are the top visited sites. Some companies are trailblazers, others follow the pack. We’ve seen (and commented on) in Niagara Falls the numerous blogs that started up, and then seem to have disappeared. Sites like TripAdvisor are still huge, and allow people to leave comments about a property.
A recent editorial on the Hotels Magazine web site lists a few things that companies need to do to be “Web 2.0 friendly”:
- Check TripAdvisor at least once a week and other social travel sites about once a month… That way, one click and you can see what people are saying about you.
- Set up a comprehensive Google Alert for your hotel or brand. There should be very little written about your hotel that you don’t see.
- When you come across something negative about your property, you should respond—but under no circumstances should you get into a debate or argument…
- Absolutely never misrepresent yourself. Too many hoteliers have tried and failed to pass themselves off as happy guests, giving their properties glowing reviews under the guise of anonymity…
Given a lot of the complaints we here on this blog about the service in Niagara Falls, perhaps there are some operators who need to read this article.
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I can tell you first hand that local companies really need to be aware of Tripadvisor. I am a local expert on the site, and one day I went on to discover someone had posted terrible things about HOCO’s properties having bed bugs. Since I know HOCO is one of the best run companies in the NF area, I contacted them to let them know the post was on there, just to be aware. Then once I confirmed it was BS I emailed TA to let them know they should remove the post.
Had I not done somethign who knows how many people wuld ahve not stayed at their properties as a result? It was wrded very seriously, and could have been taken as factual.
Tripadvisor is one of the most important websites for a tourist area like NF. Its huge.
very true niagara…when i stayed with my granddaughter at the HOCO quality inn on the hill.. nov 27/28…..i noticed ants in the bathroom…very very tiny..but still there..left the maid a note..when i got back to the room..i saw where she was sprayed..problem solved….it was fixed IMMEDIATLEY…..NEVER any problem with hoco…
