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SPECIAL REPORT

Global Hotel Reputation Benchmark Report 2017

Monday, March 6, 2017, 18:09 Hrs  [IST]

Revinate, a software as a service (SaaS) company that helps hotels reinvent the guest experience, has studied 70 million published guest reviews worldwide and found out that 78% of all reviews came from the top four review sites. The review distribution, pace and response rates showed that top review sites are becoming more prominent over time, and hoteliers are responding more than ever to their guests’ feedback. Hospitality Biz presents key highlights of the 2017 Global Hotel Reputation Benchmark Report by Revinate.





Quick Findings for 2016



78% of all reviews come from the top four review sites: Booking.com, TripAdvisor, Google, and Hotels.com

80% of all reviews are 4- and 5-star reviews, while less than 10% of reviews are 1 or 2 star










On average, hotels...
  • receive 27.7 reviews per month.
  • respond to 27.9% of all reviews.1
  • respond to 27.1% of one-star reviews
  • respond to 31.6% of five-star reviews
    1 Of the reviews posted to sites that allow management responses.


Review Distribution by Site

Management responses to online reviews are extremely important. But because there are so many different review sites, it can be difficult to keep track of them. Additionally, the review site landscape is in constant flux with major changes in the dominant players in just the past couple of years.



 
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