Technology has changed the way we interact with our customers. It used to be that reviews were written by professionals and those reviews came out infrequently. Today, they come out in seconds and are written by the people who actually have the experiences. You have to be proactive in order to avoid negative situations.
Technology gives people the opportunity to vent and they will if they have a bad experience. You can be reviewed by the time someone gets up to their room; they could already put something on TripAdvisor about their experience.
One of the things that a lot of people in the hospitality industry and service industries in particular miss is that you need to think about the interactions you have with a guest because everything can change in a matter of minutes if someone puts a negative review online.
– Joel Rosen, Horwath HTL, hotel consultant
An interview done by Joel Rosen with Buuteq, which is a hotel website/marketing design company. The interview is partly about why he chose Buuteq for his latest client, Pacific Gateway Hotel at Vancouver Airport, but I think there are plenty of informative tidbits found within that will be helpful for every hotelier.
You can read the full review at Buuteq