Claudia Giwang D.P.F.P.

P
DIV MPH A SMT 4
19211003

CASE STUDY
TripAdvisor: How reviews impact bookings

TripAdvisor has unveiled the results of new research looking into how significantly reviews
influence booking decisions.
The global study, conducted in partnership with Ipsos MORI, polled over 23,000 TripAdvisor users
across 12 markets on the use of online reviews and their role when booking hotels, restaurants and
experiences.
The study reveals that the wisdom of the crowd remains the reason respondents visit TripAdvisor,
with participating users citing the descriptive and helpful reviews (70%), the accuracy of the content
(62%) and the broad range of travel content (62%) as their primary reasons for visiting the site.
Across hotel, restaurant and attraction reviews, more than four out of five (85%) participants report
that the reviews they read on TripAdvisor accurately reflect their experience, with 86% agreeing that
TripAdvisor makes them feel more confident in their booking decisions.
“These findings show how important travellers find real perspectives from real people when they are
planning their trips,” said Becky Foley, Sr. Director, Trust and Safety at TripAdvisor. “While there
are thousands of places to get travel information online, people keep coming back to TripAdvisor
because they are guided by the reviews and can confidently plan the trip that’s right for them.”
"Imagine if you are a Hotel Manager, from the key findings above what will you do to have a good
reputation in trip advisor ?? please describe your critical idea as detail as you can". 

If I am the hotel manager, I will put really great attention to details, because frankly, guest
loves it so much. For the example, starting from the guest came, we could be responsive, directly
bring their luggage, providing welcome drink before they went to front desk. If the guest room is
ready, we should accompany them straight to their room. If the room’s not ready yet, we can’t make
the guest wait for more than 10 minutes. We should conversate with them too, so they feel
comfortable and like at home. For the example, explaining facilities and explaining the room. We
should also care not only the comfort of the guest but also safety.

Accident frequently occurs at the pool, so as the manager I can make a policy, saying that the
pool will be opened from 6 am to 8 pm, with guards. To add more fun, we could open the minibar
from 6pm-8pm, at the same time prepare the restaurant for dinner services, so the guest isn’t waiting.
When we provide some special event like for example, kecak theatre, or any other events, make sure
to offer the guest without enforcement. When breakfast time comes, if it is buffet system, make sure
that the container is filled with food, don’t leave it empty.

When it came to room tidiness, of course as hospitality workers we should realize that this is
the most important part. When housekeeping staff came to clean the room, they should be honest,
because many problems occurs that the housekeeper steals the guest belongings. When, it came to
room supplies, such as toiletries, we should make sure that it is always filled. If we as the staff forget
then the guest asks or maybe complaint about it, make sure to do it quickly, don’t make the guest wait
too long. If I am the hotel manager, I will make sure my staff didn’t do such things, by monitoring
them frequently. When check-out time came, make sure the guest doesn’t wait too long for the
bellboy to come. As the bellboy, he should be re-checking the room, be honest, and make sure that the
guests belongings aren’t left.
 All of these acts are the good example of services that staffs can provide. When we do these
things constantly, we will be getting good reviews automatically because guest will be definitely
satisfied with us. Besides good reviews, we’ll be getting good company image and reputation also
among other business competitor and among the guest, and will-be guest.