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Get Your Business on TripAdvisor

Get Your Business on TripAdvisor How to get listed and start collecting reviews on TripAdvisor  

TripAdvisor is the world’s largest travel site, with millions of travelers visiting each month to research and plan their perfect trip. Accommodations, restaurants and attractions can be listed on TripAdvisor for free!  Being on TripAdvisor will increase your business’ exposure to a large, qualified audience and give you access to many free marketing tools. Getting listed is easy – let’s get started.

How can your business get listed?

There are two ways: a representative from your business can request a listing, or a TripAdvisor user can write a review of your property and initiate a listing.

Before you request a listing, go to www.tripadvisor.com/Owners to see if a traveler has already added your business to TripAdvisor. Type the name of your business in the box. If it appears in the results drop down, a traveler has already initiated a listing. Select your business from the drop down and then click the “Claim Your Business” button to confirm that you are affiliated with the property.

If your business is already listed, you should claim that listing as your own instead of creating a new one. TripAdvisor only allows one listing per property. For more details on how to claim your listing and access the Management Center, where you can manage your TripAdvisor listing and reviews, see our Quick Start Guide.

Request a listing

If your business is not listed on TripAdvisor yet, there won’t be any matches in the drop-down search results. In that case, click the “Get listed now” link below the search box. This will bring you to a page where you can request a listing for your property.

You’ll need to provide a few different types of information about your business to get started. TripAdvisor editors will use this information to confirm that your business meets our listing criteria and to determine the best category for it on the site. Please complete the request form with as much detail as possible to help us accurately list your business. Read below for more information about each section of the form.

Your information

The “Your information” section helps us verify your relationship with the business. Provide your name, connection with the business, and email address. Make sure your email address is correct because we’ll send you a message when your listing is published on TripAdvisor. Then you can register your affiliation with the property to take advantage of free tools.

Listing information for your property

Next, you’ll provide information for your business including your company’s official name and address. Once you’ve typed your address, place the marker on the correct location on the map. Your property’s mapped location will be shown to travelers on the site as they plan their trips. You’ll need to add your company’s website and phone number as well. 

Keep in mind that TripAdvisor editors use your website or a partner’s website (like a tourist board or reservations partner) to confirm the information you provide. So, it’s very important that the data you submit in your listing request matches your website and other resources.

Property details

We’ll also need you to answer some detailed questions about your type of property. These help us make sure we’re displaying your business in the right category and including as much relevant information as possible. For more specifics on your particular type of property, check out the categories below:

Accommodations: As an accommodation owner, your property will be listed on the TripAdvisor accommodations section for your destination. There are some specific items you’ll need to provide so we can put you in the correct category within that section:

  • Total number of rooms
  • Price range
  • Minimum stay requirements
  • If you have on-site staff and security
  • If room cleaning is included
  • Front desk staffing details
  • If bathrooms are en suite

You’ll also be able to provide additional information on amenities including whether your property offers complimentary breakfast, suites, tennis/golf, beach/pool access, fitness center, internet access, etc. These details will be added to the “Amenities” portion of your listing and will help travelers research what they can expect at your accommodation. We use these characteristics, as well as official, local classifications, to determine if your property should be listed in the Hotels, B&B/Inns, or Specialty Lodging category on TripAdvisor.

For more information, read our accommodation listing guidelines here.

Restaurants: Restaurant listings appear on the Restaurants section of TripAdvisor. Individual restaurants that are open to the public can be listed. You’ll be asked to provide the category of your restaurant (sit down, café, or fast food), type of cuisine, pricing, and any special features. These items will appear on your listing page and will help travelers decide to dine at your restaurant.

Read our full restaurant listing guidelines here.

For more information and advice on how restaurants can get the most out of TripAdvisor, click here.

Attractions: You’ll need to select a category that best describes your attraction. If your business isn’t a fit for any of the attraction types that are listed, select “Other." You can also provide your recommended length of visit, pricing information and details on other amenities (bathroom facilities, lockers, etc.).

In order for a property to be listed on TripAdvisor in the Attractions section, it must be a permanent place of interest (not seasonal or short-term) with an official name, address and phone number. The attraction’s hours or regular departure times must be available on a website or brochure, along with scheduled departure locations (if they vary). Tour companies may qualify as an attraction if they operate their own tours, are licensed/recognized by the local city or tourism officials, and have a website.

For more information, read our guidelines for attractions here. 

Add a property description

A description helps travelers learn more about your business. It must be written in your local language and cannot include any HTML coding, phone numbers, web/email addresses or text in ALL CAPS. It’s best to keep this description short, so guests can scan the key highlights you’ve provided and make a decision.

Choose a photo

Providing a photo of your business helps you make a strong first impression with travelers. We’ll display this on your listing page. The photo needs to be a .jpg or .gif (common photo formats). We can’t accept images with borders, logos or files that are larger than 100kb.

Submit the listing

Once you’ve confirmed that all of the information you’ve added is correct, check the box at the bottom of the form to verify that you are a representative of the business, the information you’ve submitted is valid and that you have the rights to post the image you’ve provided. Then click the ‘Submit’ button to complete the process.

Next steps

Once you request your listing, TripAdvisor editors will verify your details and confirm that your property meets the guidelines for the business type you’ve selected. This typically takes about 5 business days.

  Last Updated: April 6, 2016  

TripAdvisor Management Center: Quick Start Guide

TripAdvisor Management Center: Quick Start Guide Take control of your online reputation. Build your business on the world’s largest travel site. It’s all within reach when you register for the TripAdvisor Management Center.

How to Register & Verify on the Management Center

First, your property needs to be listed on TripAdvisor before you can access the Management Center. Use the search box on the TripAdvisor homepage to see if you’re listed. If not, go to TripAdvisor.com/GetListedNew.

Once your property is listed, you can register for the Management Center. To register:

  1. Go to TripAdvisor.com/Owners and select property type.
  2. Type your business name, select it from the drop-down menu and on the next page click "Register for this business."
  3. Fill out the registration form and click “Sign up.” 

Once you’re registered, you need to verify your relationship with the property. Verification provides additional security by controlling who has access to a business's Management Center. There are a few ways you can verify – depending on the information we have on file about your business. The most common ways to verify your identity are via phone or with a credit card (no charge is actually made).

In some cases, you may be able eligible to verify by email. If you qualify for this method, select the email verification option and you’ll receive a message with simple instructions. Similarly, another representative from your business could invite you to verify for the Management Center via our Manage User Access tool. In that case, you’ll also receive an email with instructions.

Please note: You must have a TripAdvisor Member account in order to log in and manage your property via the Management Center. If you don't have an account, first visit www.tripadvisor.com and click "Join" at the top right to sign up. 

Verification by Phone

If you choose to verify by phone, follow these steps:

  1. First, confirm the number shown is for your business - not your personal phone number. 
  2. Choose how you'd like to receive your verification code - by phone call or SMS text message.
  3. If your phone number requires an extension, you may enter it into the field and continue. 
  4. You will receive a call or text with a four-digit verification code. 
  5. Enter these four digits into the box provided and click "Submit Code."

If you receive a message indicating phone verification is unavailable, please proceed with another verification option. If the displayed number is incorrect, or is a personal phone number and not the one for your business, please click the "Request Update" link and follow the instructions to update it.

For detailed instructions on other verification methods, read here

How to Log into the Management Center

Once you’re registered and verified, logging into the Management Center is easy: 

  1. Go to TripAdvisor.com and click “Join” at the top right of the page. 
  2. Sign in with your email address and password. 
  3. Click on the “My Business” link. 
  4. If you’re affiliated with more than one property, select a specific property from the list.

Management Center Main Features

Here's a quick list of many of the things you can find in the TripAdvisor Management Center. Use the top menu to easily locate what you need. 

  • Manage Listing: Add photos, manage listing details, update amenities and more via the Manage Listing tab. 
  • Reviews: Respond to reviews, report a review, and answer traveler questions on the Reviews tab.
  • Drive Bookings: If applicable, accommodations will find links to manage Business Advantage and Sponsored Placements in the Drive Bookings tab.
  • Reservations: Restaurants, let diners reserve tables online by adding a booking button to your TripAdvisor listing in the Reservations tab.
  • Marketing Tools: Catch the eye of potential diners & guests with promotional tools, awards, widgets, and window stickers on the Marketing Tools tab.
  • Help & Settings: Get answers to all of your questions. Access billing & payments, update email preferences, and manage user access. The Owners' Forum and Help Center are also available here on the Help & Settings tab.

How to Update Your Listing

Put your best foot forward and highlight all of the features and amenities that your property has to offer by updating your property listing. You can edit general information, such as the name of the business, location, types of amenities and even add a brief description of the property. To edit your listing:

  1. Sign into the Management Center.
  2. Click on "Manage Listing" in the top menu, select "Name & Description"
  3. Using the menu on the left, fill out (or update) your information for each section, then hit "Submit."

How to Respond to Reviews

Responding to reviews clearly demonstrates -- to both former and future guests -- that you are interested in their feedback, and that you take their comments seriously. To respond to a review:

  1. Log into your Management Center.
  2. Click on "Reviews" in the top menu and select, "Respond to Reviews."
  3. Choose the review you would like to respond to by clicking on the review in the left-hand sidebar. Reviews can be sorted by date, bubble rating, language and response status. 
  4. Select your affiliation with the property.
  5. Write the response in the box provided. Remember, your voice plays a major role in how people perceive your message. Check out our top Management Response tips.
  6. Click, "Submit."

How to Upload & Manage Photos

Grab the attention of potential guests by adding photos to your TripAdvisor listing. Upload photos that showcase what your business has to offer. Be sure to suggest a primary photo that makes a strong first impression. To upload photos:

  1. Head to the Management Center.
  2. Click on "Manage Listing" in the top menu and select, "Photos."
  3. Once on the page, you can add photos by clicking the "Add More Photos" button in the top-right corner of the page.
  4. Click the box authorizing that you are a representative of the business and that you have the rights to post the photo.
  5. Then click the "Upload" button.

While you're here, don't forget to set a primary photo and add captions to existing images. Accommodation owners can also reorder their photos and categorize photos into albums.

For more tips on getting the most out of your photos, read our guide.

How to Dispute a Review

We take fraudulent reviews very seriously. If a review violates our guidelines, or we determine there is something improper about it, we will remove it. However, just disagreeing with the review isn’t enough to warrant removal. TripAdvisor does not arbitrate or referee factual disputes. To dispute a review: 

  1. Sign into the Management Center.
  2. Click on "Reviews" in the top menu and select "Report a Review."
  3. Under “What is the problem with the review?” select one of the options and fill out the rest of the form. 

Once you’ve submitted your request, it can take several days to resolve and we cannot guarantee that the review will be removed. We highly recommend that you submit a Management Response to the review as soon as possible for other potential guests to read.

To learn more, read about the “3 Things You Can Do After a Bad Review.”

How to Report Blackmail

Blackmail on TripAdvisor is defined as when a guest threatens to write a negative review unless the property provides a refund, upgrade or meets another request. You should proactively report these threats to TripAdvisor before a review is potentially submitted. Your immediate reporting of blackmail threats can help keep blackmail reviews from ever reaching the site. 

  1. Sign into the Management Center.
  2. Click on "Help & Settings" in the top menu and select "Help Center."
  3. In the Help Center, click "Contact us" in the top menu and select "Owner Support."
  4. Under “Please tell us what the issue is,” select “Report fraud.”
  5. Under “What do you want to do?” select “Report blackmail threat” and then provide additional information about the reviewer, including name, email, where they are from and stay date. 

Read about our blackmail policy here.

Last Updated: July 18, 2017

Guide to Your TripAdvisor Primary Photo

Guide to Your TripAdvisor Primary Photo You only get one chance to make a strong first impression to travelers. Make it count by leveraging our advanced technology which auto-selects your primary photo for you — or, follow our tips for choosing your own.

Your primary photo is the first image that travelers see of your property. It appears as your main image in search results and as the first image in your photo carousel. We know that a well-chosen primary photo can be a driving factor for travelers choosing their next place to stay. After all, 79% of travelers say they take photos and videos posted online into consideration when booking an accommodation.*

Since photos are such an important feature to travelers and owners alike, we’ve invested a lot of time and resources into our machine learning technology for photos. This technology alleviates the pressure owners often feel to pick a quality primary photo on their own, by auto-selecting a primary photo for them.

Auto-select uses advanced technology to analyze the quality and subject of photos on TripAdvisor to select the best available primary photo for a listing. Our technology looks at the physical attributes of a photo, such as image resolution and orientation, as well as the actual subject of a photo, whether it’s an indoor or outdoor shot, features people, or amenities, etc. User testing so far has demonstrated that this approach works. Auto-selected images are high-resolution images, rather than blurry ones, and feature bedrooms and swimming pools, over photos of travelers or bathrooms.

This new approach uses data to remove the subjectivity of manually choosing a photo and ensures primary photos are optimized for travelers searching for their next place to stay. However, if you’d prefer to manually select your primary photo (and opt out of the auto-selection feature) you can do so in the Management Center. Read below for instructions and best practices on choosing a primary photo.

How to manually change your primary photo
  1. Sign into the Management Center
  2. Under the "Profile" menu at the top of the page, click "Media Suite"
  3. Then, click the "Primary Photo" tab on the left
  4. Click “Manual: select your own primary photo"
  5. Choose the primary photo you'd like to use from the available options listed
  6. If you're happy with the preview of your new primary photo, displayed at the top of the page, click "Submit"

Note: It can take up to 3-5 business days for a primary photo change to take effect on your page. Once you’ve selected your photo, and it’s processing, you’ll see it in the Media Suite along with a date stamp and a note indicating that the request is pending.

Requirements for your primary photo
  • Show off your property’s best feature(s). Your primary photo should represent the best your property has to offer. Choose a photo that emphasizes what makes your property unique. Is it your historical facade, your trendy lobby, or your unparalleled views? Show travelers by highlighting whatever features set you apart in your primary photo.
  • Choose well-lit and sharp images. Avoid images that are dark and/or blurry. These images are going to be resized based on where they appear on TripAdvisor — so they need to remain easy to view at all sizes, whether it’s a thumbnail on mobile or a full screen image on desktop.
  • Change your primary photo with the season. Travelers want to picture themselves at your property right from the start. Choose a primary photo that represents the season travelers are shopping for. For example, if it’s near the holidays, highlight your cozy fireplace or seasonal decorations.
  • Avoid images of people and scenery. Photos of your property or location are more helpful to travelers than photos of staff members, other travelers, or generic scenic views of your area.
  • Or, leverage TripAdvisor machine learning and we’ll auto-select it for you! Skip the hassle of manually choosing a primary photo and let our technology do the work for you! If you don’t opt out of the “auto-select primary photo” option — we’ll automatically select the best available photo as your primary photo.
Tracking the success of your photos...

TripAdvisor Popularity Ranking: Key Factors and How to Improve

TripAdvisor Popularity Ranking: Key Factors and How to Improve Learn more about the TripAdvisor Popularity Ranking and get tips for improving your business’s performance. Your TripAdvisor Popularity Ranking is based on user reviews and reflects your standing against other businesses within your geographical location. Your Popularity Ranking is important because the closer you are to the top, the more likely it is that users will see your business when they search your area. Here are the three primary factors that impact your Popularity Ranking, and ways that you can improve: Quality of Reviews Higher bubble ratings positively impact your Popularity Ranking. Set guest expectations before they arrive by making sure any information about your business is up to date and photos accurately reflect your business. Fulfill or exceed those expectations during their stay, and keep those positive reviews rolling in! Quantity of Reviews...

Everything You Need to Know About the TripAdvisor Popularity Ranking

Everything You Need to Know About the TripAdvisor Popularity Ranking Learn all about the TripAdvisor Popularity Ranking algorithm, including how it’s used to rank accommodations, attractions and restaurants, and how it evolves over time. How the Popularity Ranking works The Popularity Ranking is based on the quality, recency and quantity of reviews that a business receives from users — and the consistency of those reviews over time. Quality The bubble ratings that users provide as part of their reviews are used to rank the quality of the experience at each business. All other things being equal, a business with more 5-bubble ratings will rank higher than a business with lower bubble ratings. Recency...

Need help? Start here.

Need help? Start here. How to address our most common customer support inquiries

Common questions about TripAdvisor Listings

Common Review and Management Response questions

Common questions about TripAdvisor Features and the Management Center

Common questions about TripAdvisor fraud policies

Need more help?

Submit a request for support:

  1. Log in to the Management Center
  2. Find the "Contact TripAdvisor" box on the right side of the page
  3. Click the "Get online help" link
  4. Complete the form for your request

We'll be happy to assist you with your inquiry!

Last Updated: September 15, 2017

How a Spanish Hotel Company Uses TripAdvisor in Its Rebranding Strategy

How a Spanish Hotel Company Uses TripAdvisor in Its Rebranding Strategy See how Selenta maximized visibility for SOFIA Hotel to get more traffic and jump-start its online reputation.

Selenta Group manages nine properties in various Spanish cities. We spoke with Silvia Sutter, Online Traffic Manager at Selenta, to find out how she has increased visibility and traffic for SOFIA Hotel with TripAdvisor.

TripAdvisor as part of the rebranding strategy

Rebranding Selenta's properties has been a huge undertaking that began last year and taken months of planning and preparation. "We transformed the company and rebranded as a whole, and are now working on repositioning our properties as luxurious and high-end," says Sutter.

The goal? Growing visibility and traffic to all nine properties. Says Sutter, "We want to expand our market and reach more US travelers — since the majority of our guests are traditionally from Spain and the United Kingdom."

Sutter turned to TripAdvisor to market the re-launch of SOFIA Hotel, a property Selenta has recently renovated. "TripAdvisor is an important marketing channel because this source of traffic raises our overall performance and travelers from TripAdvisor are more likely to convert," she says. "We updated SOFIA's TripAdvisor listing page with our new name, photos, and other information to not only promote the renovations, but also reset guest expectations."

Increasing visibility with Sponsored Placements

To get more exposure for SOFIA in the competitive Barcelona market, Sutter uses Sponsored Placements. "We decided to try Sponsored Placements to increase SOFIA's visibility and brand awareness. The additional exposure from Sponsored Placements puts the property in front of more travelers who are searching for a place to stay in Barcelona," she says.

SOFIA has gained more visibility and traffic. "The results have been great: Sponsored Placements has performed so well for SOFIA that all nine Selenta properties now have active campaigns to increase their exposure," says Sutter. "On average, these ads have generated over 50,000 impressions for each property in 6 weeks to highly targeted travelers."

And that visibility is paying off: "We've driven more traffic to the SOFIA website, creating leads that ultimately convert. Since starting Sponsored Placements, booking referrals for SOFIA have increased," continues Sutter.

SOFIA's online reputation cycle has also accelerated. "The uplift in visibility has jump-started our online reputation cycle for SOFIA, which has helped it to be ranked in the top 10% for accommodations in Barcelona," Sutter says. "As more guests stay at SOFIA, they write reviews and post photos, restarting the cycle of inspiring potential guests to pick our property."

Sutter plans to run Sponsored Placements all year. "If conversions continue increasing thanks to Sponsored Placements, we'll always run our ads as our rebranding progresses. The ads have helped me reposition our properties, drive more traffic to our websites, and get more bookings," she says.

...

How a European Hotel Group Uses Content Marketing to Reach Travelers

How a European Hotel Group Uses Content Marketing to Reach Travelers 25hours Hotels increases visibility, raises brand awareness, and drives incremental revenue with TripAdvisor. 25hours Hotels is a group of 13 properties scattered across Germany, France, and other European countries. See how Alexander Schuster, Head of Digital, influences travelers to book one of their properties using content marketing and TripAdvisor.

A focus on content marketing

To build relationships between customers and the 25hours brand, Schuster uses content marketing. "We choose to focus on content marketing instead of solely relying on promotions, discounts, or packages. Content allows us to tell a larger story about how guests don't just stay at our hotels. They can have a fun, relaxing, immersive adventure at our hotels, which are designed to embody the city and neighborhood they're in," he says. "Our photos and videos reinforce our brand. Our blog for each hotel offers local insider knowledge."

Reaching travelers on the customer journey with TripAdvisor

Schuster offers relevant information to travelers while they're shopping for a place to stay on TripAdvisor, a major marketing channel. "The customer journey has many touch points, and we need to reach travelers at the right time on the right channels. So, we amplify our content on TripAdvisor, Google, social media, and other marketing channels to capture travelers' attention and provide a compelling, consistent story," he says. "I use TripAdvisor to increase our visibility, highlight the 25hours brand, and get more direct bookings."

Working with TripAdvisor, Schuster supplements his content strategy by highlighting traveler review content and responding to those reviews. "Travelers check reviews, which makes TripAdvisor an important part of the customer journey. We respond to these reviews — not only offering our view, but also showing how we care about and feel responsible for our guests," he says.

More revenue with Business Advantage

Schuster draws in travelers by showcasing his content and optimizing the 25hours Hotels’ TripAdvisor listing pages with Business Advantage. "We can entice travelers in the booking funnel on TripAdvisor search and our listing page when they're considering our properties and prices," he says. "We're able to test and optimize different Business Advantage features. For example, we post Cover Photos and Favorite Photos that best represent our hotels, and then we check the photo engagement rate in the Analytics Suite to see what works in drawing in even more travelers."

He also uses Business Advantage to connect with travelers directly. "With Contact Details, we can put the right communication channels—our website, phone number, and email—on TripAdvisor. We're able to drive travelers to our website, have them book directly, and not lose them to OTAs — it's easy for them get in touch with us," says Schuster. "Another way we incentivize travelers to book directly with us is we run Special Offers with an advanced, lower booking rate that they can redeem on our website."

Schuster notes that all 25hours properties have Business Advantage because of its ability to grow the 25hours brand and business. "Business Advantage is beneficial — it shows a return on advertising spend, and we drive incremental revenue for all our properties," he adds.

Increased visibility with Sponsored Placements

To maximize his reach to travelers and drive more traffic to 25hours, Schuster decided to try Sponsored Placements. "Relying on search for travelers to find our properties isn't effective. With Sponsored Placements, we expand our visibility to travelers who are already on the customer journey, especially when they're searching within a dedicated city, but don't have a specific brand in mind," he says. "The five properties that tried out Sponsored Placements each received over 100,000 impressions on average in two months — meaning they were seen 100,000 more times than if we didn't have Sponsored Placements.”

Sponsored Placements has also helped Schuster get more booking referrals. "In addition to the increased visibility, Sponsored Placements create leads so more travelers make reservations at our hotels. We saw a 20% boost in booking referrals on average. We also saw an increase in page visits to our five properties' TripAdvisor listing pages," he says.

Seeing the benefits of Sponsored Placements, Schuster believes the ads are a worthwhile investment. "Sponsored Placements is valuable because I'm able to raise awareness of the 25hours brand at multiple touch points of the customer journey. Every click means that travelers are engaged and interested — If travelers see our ad, it's highly likely they'll be back later with high intent to book with us," he says.

...

Success Story: A Jaipur Hotel Uses TripAdvisor to Drive Inbound Marketing

Success Story: A Jaipur Hotel Uses TripAdvisor to Drive Inbound Marketing Learn how the Royal Heritage Haveli attracts travelers with Sponsored Placements and converts them with Business Advantage. The Royal Heritage Haveli is a small family-owned boutique hotel that won the Travelers’ Choice award for multiple years in Jaipur, India. See how Shambhavi Singh, the Haveli Director, uses TripAdvisor as an instrumental part of her inbound marketing strategy. Challenge: Maximizing the busy season

Singh strives to get as many travelers to book as possible during the busy season. "Our busy season is short so it's crucial that we make the most of it. It's hard to fill rooms during the off-season because it's very hot in Jaipur," says Singh.

Many other local accommodations providers are pursuing a similar strategy. "It's challenging to stand out among our competitors in Jaipur. We're a small business that competes with well-known hotels for a limited number of travelers who visit during the busy season. So, we need to differentiate ourselves from properties similar to ours," she says.

Solution: Using TripAdvisor to drive inbound marketing "To address this challenge, I use inbound marketing to attract, convert, close, and delight guests, and TripAdvisor is crucial to my strategy," Singh says. "Inbound marketing creates awareness among travelers, and it builds trust and credibility for the Haveli."...

Tips on Measuring the Impact of Your Sponsored Placements Campaign

Tips on Measuring the Impact of Your Sponsored Placements Campaign Get insights on how you can use the updated performance report to make Sponsored Placements work harder for you.

The Ads Performance report helps you measure the effectiveness of your Sponsored Placements campaign so you can drive more traffic. To view your performance report, log into Ads Manager and select the “Ads Performance” tab. Read on for ways to use the Ads Performance reporting to maximize value from your advertising campaign:

1. Assess the reach of your campaign

The traveler shopping experience takes time and repeat visits — on average, it spans 40 searches over 89 days.1 Seeing your ad repeatedly over time can influence travelers to consider booking with your property.

Use the number of ad impressions to assess your campaign's reach to travelers who are looking for a place to stay in your area on TripAdvisor. To expand your reach, opt for a higher monthly budget spend. With a higher budget, more travelers will see your ad. Properties with the “high” budget typically see an average increase of 57% more clicks from potential guests over those who select the “low” budget.2

2. See how often travelers engage with your ad

The click-through rate (CTR) is the best way to measure engagement. Travelers who click on your ad like what they see and want to learn more about your property.

Tips to improve your click-through rate:

3. Track incremental page visits from your ads...

How a New Lisbon Hotel Is Succeeding on TripAdvisor

How a New Lisbon Hotel Is Succeeding on TripAdvisor Corpo Santo built a strong online reputation and amplified that success with TripAdvisor Business Advantage and Sponsored Placements. Corpo Santo Hotel is an independently-owned historic hotel that became a top Traveler Ranked property in Lisbon after opening in 2017. We caught up with General Manager Pedro Pinto to learn about his strategies for success. Building a strong online reputation

Building a great online reputation starts with providing great service. To achieve this, Pinto has invested in staff and constant improvements: "Our strategy is to provide exceptional service and delight guests with new things. Great staff is key so we're careful about who we hire and regularly communicate the feedback we receive," says Pinto.

He then encourages guests to share their experiences with other travelers on TripAdvisor. "We work to outperform ourselves instead of our competitors, always focusing on service and reviews. It's not only about providing a quality experience, but also a commitment to using TripAdvisor to get the word out about Corpo Santo," he shares.

Through a commitment to building Corpo Santo's online reputation with guest reviews on TripAdvisor, Pinto has been able to attract guests — and he continues the cycle with fresh review content. "We encourage guests to write reviews with Review Express," Pinto says. "Guests love our hotel so they're keen to share their experiences — for many, it's even their first review. People who read these reviews arrive excited to stay at our hotel and are then inspired to write us a review after their stay."

Pinto also uses Management Responses to make a lasting impression on past guests and influence potential guests to choose his hotel. "Collecting reviews doesn't guarantee success. We respond to reviews, personalizing our responses and thanking guests," says Pinto. "We also show how we're incorporating feedback to improve. For example, we replaced windows that let in too much noise and then contacted each guest who mentioned the noise to let them know the enhancements we made based on their feedback."

Capitalizing on success with Business Advantage and Sponsored Placements

"With all of our reputation management activity, we've been climbing the Popularity Ranking for Lisbon. We saw from our analytics that 40% of our traffic was coming from TripAdvisor. We wanted to grow our traffic and get more guests so I purchased Business Advantage and Sponsored Placements," says Pinto.

Using Business Advantage and Sponsored Placements together helps Pinto amplify Corpo Santo's presence on TripAdvisor. And the results exceed what he had hoped for. "It’s like winning the lottery. The traffic to our website has grown by 500% with both products. Sponsored Placements has expanded our reach — we've received roughly 69,000 impressions in 6 months with the ads and gotten more clicks to our property listing," Pinto explains. “And thanks to Business Advantage, our direct bookings have increased — and we're achieving a 90% occupancy rate."

...

Glossary: Sponsored Placements Performance Report

Glossary: Sponsored Placements Performance Report Definitions of metrics included in your Sponsored Placements performance report — and tips on how to use them. It’s now easier than ever to track your campaign’s performance and find places where you can optimize it. Here’s a quick summary of what each metric in the Sponsored Placements performance report includes and what you can do to make improvements: Ad Impressions:

The total number of times your ads appeared in all locations over the course of the time period selected. Think about this as the total reach of your campaign. While not all travelers who see your ad will click it, the increased exposure of your property over time can help get you into more travelers’ consideration sets (the collection of options they’re choosing from). Learn more here.

To increase the number of impressions you receive — and the reach of your campaign — you can choose a higher budget option. While you don’t pay for impressions, your ads will be served more frequently.

Click-Through Rate:

This is the total number of clicks you’ve received, divided by the total impressions for the time period selected. This is a good way to measure how engaging your ads are — do they draw travelers in or not?

For more helpful tips on how to improve click-through rate, see our article on “How to Get More Clicks on Your Sponsored Placements.”

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What Does TripAdvisor Do About Unfair Reviews?

What Does TripAdvisor Do About Unfair Reviews? Business owners and their customers often ask what we do about unfair or malicious reviews. Here we explain our approach...

When reviews are unbiased and honest, they are incredibly useful. For customers, they shine a light on businesses that offer great experiences, service and value; for owners, they help attract new customers to the business and provide valuable feedback on what it does well and where it can improve.

Unfair or malicious reviews have the opposite effect — they are misleading to potential customers and can do unwarranted damage to the reputation of a business.

Broadly speaking, there are two different scenarios in which an unfair review can occur:

  • Scenario #1: A review is submitted by someone who is either biased (you can learn more about how we determine bias here) or did not have a personal experience with the business they are reviewing.  We call these  Fake Reviews.
  • Scenario #2: A review is submitted by someone who did have a personal experience with the business (and is not biased by having a connection with the business), but what their review describes is disputed by the business.  We call these  Contested Reviews.

This distinction is an important one because it guides the way we handle review disputes. Review disputes occur when a business reports a review that they believe to be breach of our guidelines. Once a business reports a review, we then determine whether it is alleged to be a Fake Review or a Contested Review, and take action from there.

So how does TripAdvisor prevent Fake Reviews from being posted to the site?

Fake Reviews have no place on TripAdvisor. We work extremely hard to block them from being posted to the site.

First, we have a set of posting guidelines that all reviews must adhere to. These guidelines are designed to ensure reviews are as relevant and useful as possible. You can read more about our review guidelines here.

To enforce these guidelines, we use a combination of smart technology and a dedicated team of expert moderators.

The technology kicks in every time someone submits a review on TripAdvisor. Before the review is posted to the site, it has to go through hundreds of automatic checks which evaluate every aspect of that review. We call these checks our tracking system.

The system will either allow a review to be posted, block a review from being posted, or will send it to our moderation team for human analysis if it suspects the review may be fake.

Even after a review is posted, anyone can still use our reporting tools to request an investigation by our moderation team if they are concerned a review does not meet our guidelines. While the volume of requests we receive to investigate a review is low — less than 1% of reviews are ever reported to us — these reports are incredibly useful and help us enforce the guidelines consistently for all. Business owners can report reviews via the Management Center (which they can access for free), while travelers can report reviews simply by clicking on the flag icon displayed beneath each review.

To read more about the different types of fake reviews and how we catch them, go here.

To read more about how our tracking system works, go here.

How does TripAdvisor handle Contested Reviews?

While more than 99% of TripAdvisor reviews are uncontested, we know that when a review dispute does occur, it can be a serious matter for those involved. Deciding whether a Contested Review represents fair commentary about a business is a very important task, and one we try to handle as sensitively and as fairly as possible.

This is because a customer’s opinion is subjective — whether service is fast or slow, whether food is tasty or bland, whether the cost offers great value for money or is expensive — all of these things depend on a customer’s expectations.

We strongly believe that every traveler has a right to express their opinion, good or bad, based on their own expectations of what the experience should deliver.

We also know that if you are a business owner or member of staff it can be incredibly frustrating when you feel a criticism you’ve received in a review is unfair.

Any business can contest a review by using our reporting tools. Contested Reviews are then assessed by our moderation team, who determine if the review breaches our guidelines and therefore whether it should be removed or not.

If our moderation team concludes that a review meets our guidelines, it will remain posted. In these circumstances, there are still a number of steps a business can take to lessen the impact of a Contested Review, including posting a response that gives their side of the story. Indeed, we strongly believe not only in the customer’s right to express their opinion, but also in the business’ right to reply. We call this feature a Management Response.

You can learn more about the ways in which a business can respond to a Contested Review here.

To learn more about how our tracking system catches fake reviews, watch this video.

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How Reviews Help Your Business

How Reviews Help Your Business Three reasons why reviews help build a successful hospitality business

Many hospitality businesses make the mistake of not actively collecting guest reviews on sites like TripAdvisor. They may have more pressing priorities or concerns about potential negative feedback. But research shows that reviews can provide strong value for hospitality businesses. Here are three reasons why guest reviews are vital to the success of your business:

1. Reviews impact bookings

A recent PhoCusWright study1 revealed the impact reviews have on travelers’ decision-making:

  • 83% of respondents indicated that reviews help them pick the right hotel
  • 80% read at least 6 – 12 reviews prior to booking
  • 53% won’t commit to a booking until they read reviews

Similar trends apply with travelers and attractions and restaurants:

  • 68% of respondents say reviews help them know about attractions
  • 64% read reviews to find better restaurants

These results demonstrate how reviews can impact sales for all hospitality businesses. If you’re not collecting fresh feedback, and sharing it with travelers, you may be losing business to competitors who do.

2. More reviews over time can lead to higher ratings

The average TripAdvisor review rating is 4.12 / 5.2

Academic research has demonstrated that ratings in reviews usually become higher over time. Why? Early guests often have negative experiences that surprise them, which is reflected in initial reviews. As a property gets more reviews, the average rating tends to increase. The researchers believe this is because additional reviews help set traveler expectations. Eventually, the ratings centralize around a more accurate average.3

Consistently collecting reviews yields a more accurate assessment of your property – which is important to both you and potential guests. With more reviews, the impact of extreme feedback can be limited. Plus, using negative reviews to improve can help ensure future ratings continue to rise.

3. Reviews help businesses evolve

Peter O’Sullivan, Owner of Harington’s Hotel in Bath, England, says:

“We might think we’re doing a brilliant job – but there’s no point in us thinking we’re doing a brilliant job if guests don’t think we are – so we really value that feedback…It gives us a way to improve the service and the quality of product that we offer…In the last three or four years, in particular, we’ve really focused more on it. We can see the level of repeat bookings we’re getting has increased as well."

In fact, reviews are a free way to assess how your business is performing. They highlight what’s going well and where improvements can be made. Trends in reviews also reveal insights into guest expectations and how to better meet them.

How to collect reviews

80% of surveyed travelers say they focus on the newest reviews.

So, how can your property collect more reviews? TripAdvisor has lots of free tools to help. Use Review Express to easily send optimized review request emails. It’s even better than using your own email account because it delivers an automatic reminder and a detailed dashboard that tracks the performance of each campaign.  

For even more tools, log in to the Management Center and visit the "Marketing Tools" tab at the top of the page. Here you will find widgets for your website and promotional tools like TripAdvisor stickers and "write a review" business cards. 


  • 1. Independent PhoCusWright study prepared for TripAdvisor, December 2013
  • 2. TripAdvisor internal data, January 2014
  • 3. “Online Customer Reviews of Hotels: As Participation Increases, Better Evaluation Is Obtained.” Cornell Hospitality Quarterly. March 2013.
Last Updated: February 1, 2017

How to Add Management Responses to TripAdvisor Traveler Reviews

How to Add Management Responses to TripAdvisor Traveler Reviews

Why is it important to write Management Responses?

Responding to reviews clearly demonstrates – to both former and prospective guests – that you are interested in feedback, and that you take customer service seriously.

Which reviews should I respond to?

Each property should determine its own strategy for responding to reviews. Some businesses respond to every review, while others focus primarily on critical ones.

It’s generally a good idea to respond to reviews that are negative, as well as those where you can correct a factual misstatement or write about an action you’ve taken to correct problems addressed in the review. Another best practice is to always have at least one Management Response amongst the ten most recent reviews you’ve received. That will help ensure travelers don’t have to dig too far into your property’s review history to see a response from you.

How will I know if I’ve received a new review?

Sign up to receive an email notification every time a new review is published for your property. This will help you monitor reviews as they come in, and decide which ones you want to respond to. To sign up for alerts, select the drop-down next to your username in the top right corner of the TripAdvisor homepage, then scroll down to "Subscriptions." Under the "Emails for Owners" tab, next to "Reviews Questions" make sure the “Subscribed” bubble is selected.

Where do I go on TripAdvisor to respond?

In order to reply to a review, you need to be registered with our free Management Center. Claim your property at www.tripadvisor.com/Owners

Once you are registered and verified, access the Management Center by clicking on “Your Business” in the top-right corner of any page and follow the steps below. If you receive review email notification emails, you can also click on the "Respond to Reviews" link from the email, then:

  1. Click on the “Reviews" tab in the top menu and select "Respond to Reviews."
  2. Choose the review you would like to respond to by clicking on the review in the left-hand sidebar. Reviews can be filtered by date, title, bubble rating, language and response status.
  3. Write (or paste) the response into the box provided. There is no character limit but be concise — nobody wants to read an essay!
  4. Click submit.

Before drafting your response, read our Management Response guidelines. In order to be published, your response will need to meet these guidelines.

How do I respond to a positive review?

Thank the reviewer for taking the time to share their experience. Avoid using the same standard reply for every response, as that can come across as repetitive and insincere. Refer to the reviewers’ positive comments about your business to both personalize your response and reiterate the compliment to your potential visitors.

How should I respond to a negative review?

Respond quickly

A prompt response shows prospective guests that you take customer service seriously and adds your perspective on the situation to the original review. This allows future guests to hear your side of the story as soon as possible.

Be courteous and professional

When replying, remember that your Management Response will be seen not just by the reviewer, but also by potential guests who are considering booking or visiting your restaurant or attraction. Therefore, if you don’t agree with the reviewer, or feel they are being unfair, relay your side of the story in a polite and unemotional way. The last thing you want to do is turn off potential visitors with an aggressive or defensive Management Response.

Thank the reviewer

Express your appreciation for the traveler’s business and for writing a review. Demonstrate that all feedback is important to you, be it good or bad. Also, if possible, provide an empathetic apology for any shortfalls.

Address the specific issues

If the review contains a specific complaint, explain what you have done to fix the issue so potential guests are reassured that the problem is resolved.

Highlight the positives

Highlight any positive comments the reviewer has made. You can even take the opportunity to mention related services or planned upgrades that you would like to share with potential visitors.

Need more help responding to negative reviews? Read on here

Can I edit my Management Response?

Currently it is not possible to edit your response. If you want to change something, the best thing to do is to delete your original response and resubmit the edited version.

How long before my Management Response is posted?

Once you click submit, the status under the “Response” column will become “Pending.” When the response is approved, the status will change to “Response Published.” The majority of Management Responses will be reviewed and posted within a few business days. If there is a question of whether your response meets all of our guidelines, it will take longer to process. If your response is not approved, the status will become “Response Rejected”. Please review the Management Response Guidelines and submit a new Management Response for that review.

Tips

  • You can open the review you are responding to by clicking on the title of the review on the “Write a Management Response” page. This allows you to have the review fresh in your mind and respond to each of the specific points made.
  • You may want to write your response in a word processor first so you can spell check and edit it until you are pleased with the final product. Then, cut and paste it into the Management Response form.
  • Keep in mind that Management Responses can be found by search engines. If something negative comes up in a review, avoid repeating it in your response.
  • If you need more information from a guest, or would like to encourage them to contact you, it is permissible to include your email address in your response. Just keep in mind that your response is publicly visible to all TripAdvisor users.
  • Your username will appear on your Management Response unless you have put your real name in your profile. If you don’t want your real name to appear, delete it from your profile before posting your response. (Note: you can only change your display name once and it will not change on responses previously posted.)
  • If you’ve reported a review, it’s still a good idea to write a Management Response to it. That allows you to share your side of the story with potential guests while your report is being evaluated. If the review is removed, your Management Response will also be deleted.
Last Updated: September 8, 2014

8 Reasons to Ask All Your Guests to Write a Review

8 Reasons to Ask All Your Guests to Write a Review When guests check out, many properties ask them to write a TripAdvisor review so that travelers have the fresh feedback they want to see before making a booking decision. What differentiates properties that are doing a great job with this from everyone else? Who they ask.

Properties that only ask for feedback from guests who they know had a great experience are not doing themselves, or their future guests, any favors. Remember the evil queen in Snow White?  Every day she asked her magic mirror who was "the fairest in the land", and she was only satisfied when the answer was her.  In the end, her resistance to hearing the truth backfired.  Here are 8 other reasons why it’s in your best interest to ask all guests for reviews: 

1. Don't assume you know what people are going to say.

You may think that a guest had a fabulous experience at your property or vice-versa, but you never know what will come through in a review.  Give guests the opportunity to surprise you. 

2. Well-rounded reviews set realistic expectations.

Afraid that the couple who commented on your small room size might write that in the review?  If your rooms are indeed small, that’s not a bad thing.  Guests who are considering your property need to know what to expect, warts and all.  If they come in with realistic expectations, they’re more likely to come out pleased.  

3. When all reviews are stellar, it's almost not believable.

No one is perfect, and travelers know that as well as anyone else.  If 100% of your feedback is stellar, it can raise suspicions.  A mix of opinions adds credibility.

4. Travelers focus on the positive. 

When feedback is highly negative, they actually don’t pay much attention to it.  In a 2013 PhoCusWright survey, 66% of respondents said that they ignore extreme comments when reading reviews. 

5. Hold yourself accountable.

If you realized that someone was unhappy while at your property, did you really do nothing about it?  If you addressed the issue, that will likely be reflected in the review. And if the traveler is being unreasonable despite redress, that will come through loud and clear, as well. 

6. You can’t improve unless you know what all your guests think.

If there is a valid problem at your property, you need to know about it.  You can't get better if you don't know what all your guests think. And if the feedback is negative, write a management response and tell the world what you’re doing about it. 

7. Demonstrate confidence in your product. 

Inviting every guest to write a review demonstrates that you’re confident your property is providing the best experience possible.  If you’re not confident in that, all the more reason to get as much feedback as possible and figure out what you need to fix. 

8. Honesty is the best policy.

When it comes down to it, it's just not that honest to cherry-pick for positive feedback. TripAdvisor provides a platform for all travelers to share all their opinions, not just the ones that you like.  And soliciting feedback from everyone helps insure that you remain in compliance with our fraud policy. 

The bottom line is, successful hoteliers welcome all feedback and use it to their advantage, either to market their properties or make them better.  Ask every guest for a review, embrace all opinions, and your business will benefit in the end.   

Last Updated: September 22, 2014

The Complete Review Express Guide

The Complete Review Express Guide Learn more about the fast, free way to collect TripAdvisor reviews for your property.

Looking for an easy way to get more reviews for your business? Try Review Express – the review collection tool that TripAdvisor created based on feedback from hospitality businesses like yours. It’s free for all types of properties – no subscription required.

PhoCusWright data shows that more than half of travelers won’t commit to a booking until they read reviews1

With Review Express, you’ll create and send professional-looking emails that encourage guests to write reviews of your business. These emails can be customized with your property’s branding. There’s also a Review Express dashboard that provides in-depth analysis and tracking to help you fully optimize your campaigns.  On average, regular Review Express users see an uplift of 28% in the amount of TripAdvisor reviews for their property.2

Read on to learn how easy it is to start using Review Express for your business: 

Getting started

The first step to using Review Express is to gather your guests’ information. Start by collecting guest email addresses, permissions, and language preferences in a spreadsheet or other easily accessible location. Accuracy is important because it increases the likelihood that your Review Express emails will be delivered, opened and clicked – resulting in more reviews for your property.

Often, the best way to collect email addresses is to simply ask guests for the information before they leave. If you have an online booking function, consider incorporating “Email Address” and “Language Preference” fields into your online form. You can see more tips for collecting guest email addresses here. Before you start collecting guest data, be sure to review any applicable email laws in your country and make sure your plans comply with them.

No matter how you collect an email address, it’s important to get guests' permission to email them. You should explain exactly how you’ll use their addresses. If you’re sending a Review Express campaign, be sure to tell them that in advance. Properly setting guests’ expectations can help increase your open and review rates.

Set up a Review Express campaign

Setting up a Review Express campaign is simple. Go to tripadvisor.com/ReviewExpress and type in your property name to access the Review Express home page. This hub contains everything you need to start requesting reviews from your past guests. To send an email, click “Create Email" from the top menu.

Create Email 

The “Create Email” area is where you configure the email you’ll send to guests. The first time you use Review Express, it will default to the TripAdvisor template in your language. Just click the "Edit" button to customize each element of the template:

  • From address: This is the address that appears in the “Sender” field of your guest’s email. Be sure it’s something that’s easily recognizable.
  • Subject: This is the email subject line that will appear to your guest. Avoid using exclamation points and other punctuation to limit bounces (emails that aren’t able to be delivered).
  • Photo: There’s a spot for a photo next to the name and address of your property at the top of the email. You can use your property’s default image, upload a new one or choose not to include one.
  • ​Message: The email message includes the headline and body of the email. You can use the current message, edit it or add your own. Generally, shorter is better and it’s a good idea to thank guests for their business.

If you make changes to the TripAdvisor template, you’ll be prompted to save them as a new message. You can also choose to make your new message the default for that language. When you make a message the default, an asterisk will automatically be added to its name and it will appear first when you select that language in the “Create Email” area. You can always identify the default template by the asterisk in its title.

To have the most success, send targeted messages to guests in the languages they speak. Review Express is available in about 30 languages and there are TripAdvisor templates in each one. You can use these templates to contact guests who speak other languages, even if you do not.

Once your template is ready to go, click the “Continue to send” button to move on to the next step. 

Send Email

In this step, add the email addresses of the guests you’d like to reach. Have just a few addresses? Type them into the text box. If you have lots of emails to send, upload a spreadsheet of up to 1,000 email addresses using the file upload box. Review Express will accept .CSV or .XLS files up to 5MB in size. If you’re sending emails to guests in different languages, be sure to set up a new message and upload just those addresses for that campaign.

Don't worry, an email address will automatically be removed from a campaign if: The email recipient has reviewed your business in the last 30 (restaurants) to 90 days (attractions). A Review Express email was sent to the address in the last 30 days. The email recipients have unsubscribed from Review Express emails.

Keep in mind, TripAdvisor takes fraud and privacy very seriously. The addresses you submit must belong to people who have visited your property and you must have permission to email them. You cannot have a personal relationship with any of the recipients and they cannot be offered any incentives for reviews. Finally, avoid selectively emailing only the guests you believe will write positive reviews. Review Express emails should be consistently sent to all guests – properties are often happily surprised by the results. 

Once you’ve added your recipients, review and click the three notices at the bottom of the page. Then hit “Send.” Your emails will be sent within 24 hours. Reviews that you receive through Review Express will have a label indicating they were collected in partnership with your property.

Go automated

Sending Review Express emails can be even easier for accommodations that are working with a TripAdvisor-certified connectivity provider – like an internet booking engine or property management system. These properties can opt in to have Review Express emails sent automatically to guests when they check out. And it’s free! 

If your property is eligible, you can sign up for this feature on the Review Express home page. Just click the button in the “Automate” box. Remember, you’ll still need to use the “Send Email” method outlined above to request reviews from guests who book through another third party, like an Online Travel Agent.

Once you sign up, your connectivity provider will begin providing TripAdvisor with the data to automatically send guests your default Review Express email on your behalf. The email will be sent to guests within 72 hours of check out. You won’t have to do a thing! You can edit your Automated Review Express default emails and monitor the status of your connectivity provider in the "Settings" tab.

If your accommodation isn’t able to sign up for automated Review Express, it could be that your connectivity provider is not certified. Please contact your provider to get connected. To learn more about automated Review Express, click here.

Add private surveys

In addition to using Review Express to collect public feedback that shows up on your TripAdvisor page, accommodations can also get private feedback as well. With the Review Express + private surveys add-on, each Review Express campaign you send also includes a short, customizable guest satisfaction survey.

If travelers choose to complete the optional survey, that feedback is just for you and your hotel or B&Bs’ staff. Your survey responses remain confidential and don’t show up on your TripAdvisor page or influence your TripAdvisor rating or ranking.

To add your private survey, go to the Create Survey tab. You’ll see a list of pre-translated questions you can ask your guests. Click on a question you want and drag it to your survey – if you change your mind, you can reorder or remove questions as well.

Your private survey responses will show up in your Review Express Dashboard. To learn more, check out Understanding your private survey responses.

Review Express Dashboard

Once you’ve started sending campaigns, the Dashboard tracks the success of each one. To access it, click “Dashboard” from the top menu within Review Express.

First, you’ll see the key statistics from all the campaigns sent including Total Campaigns, Total Emails Sent, Total Opens, Total Clicks and Total Reviews. The Dashboard tracks the performance of all Review Express campaigns at the property level, no matter who sends them. You can use these numbers to evaluate your Review Express success over time.

Another key section of the dashboard is recent reviews. Titles and ratings of your most recent reviews are listed. If you don’t have recent reviews, the dashboard will provide some tips to try for future campaigns.

Finally, the “Recent email campaigns” report has regularly updated stats for each campaign sent by your property. It tracks the number of emails sent, opened and clicked as well as how many were bounced or suppressed. Suppression is used to prevent unnecessary emails to your guests. An email address will be automatically removed from a campaign if: 

  • The email recipient has reviewed your business in the last 30 (restaurants) to 90 days (attractions).
  • A Review Express email was sent to the address in the last 30 days.
  • The email recipients have unsubscribed from Review Express emails.

For more tips on the dashboard, including how to use it to drive your Review Express success, check out this tip sheet.  

Resources

Ready to get started with Review Express? Visit tripadvisor.com/ReviewExpress today. You’ll be able to set up and send your first campaign in fifteen minutes. If you’re looking for more help, including tips for sending Review Express campaigns, frequently asked questions and more information on why reviews matter, check out these resources.

Top Review Express Tips

  1. Set guests’ expectations: Tell them you’ll be sending a Review Express email to collect their feedback.
  2. Send emails regularly: Ask guests for feedback within a few days of check out, when the experience is still fresh.
  3. Choose your “from” address wisely: Be sure it includes the name of the property or a key employee that is recognizable.

 

Sources: 1. Independent PhoCusWright study prepared for TripAdvisor, December 2013 2. TripAdvisor site data, January 2014

Last Updated: March 13, 2017

3 Things You Can Do After a Bad Review

3 Things You Can Do After a Bad Review Tackle bad reviews and come back stronger than ever with these tips.

Hospitality providers on TripAdvisor are passionate about their businesses and customers. So, a bad review can often be discouraging. But even the highest rated properties on TripAdvisor get bad reviews now and then. Brian Payea, Head of TripAdvisor Industry Relations, says, “What makes those properties great is how they incorporate the feedback to make the experience for the next guest even better.”

Here are three steps you can take after a bad review has come in: 

1. Review what’s happened.

You’ve just finished reading a bad review. Take a deep breath. If needed, walk away for five minutes. Then look at the review impersonally with your team. What was the core problem that your guest experienced? Is this the first time you’ve seen this feedback, or is a trend developing? Getting the background can help you identify the root cause of any problem.

2. Incorporate the feedback.

Once you have some background, strategize with your staff on specific improvements that need to be made. Come up with an action plan for what your property will do and which team member will take the lead. If the issue is something you can’t fix, consider how to better-set expectations for guests, perhaps with updates to your website. Either way, be sure to monitor future reviews to make sure the same problems don’t come up again.

3. Complete a Management Response.

Write Management Responses to bad reviews as soon as possible. Your response explains the review to other potential guests on your property page. Be sure to share details of the action plan you’ve developed in your response. And don’t underestimate the power of a sincere apology. The most important thing your response should do is to answer unknown questions for future guests that the original review implied.

If necessary, submit a concern.

There are three circumstances where a review may be removed from your listing:

If the review doesn’t meet one of the circumstances above, it won’t be removed. Also, TripAdvisor won’t arbitrate or referee factual disputes between parties. Click here for more information.

To submit a concern about a review, go to the “Reviews” tab in the Management Center. Click the link under “Report a Review” and complete the form on the following page. This process can take up to two business days, and there is no guarantee that the review will be removed. That’s why it’s important to submit a Management Response with your perspective as quickly as possible for other potential guests to read.    

Last Updated: October 29, 2018

How a Spanish Hotel Company Uses TripAdvisor in Its Rebranding Strategy

How a Spanish Hotel Company Uses TripAdvisor in Its Rebranding Strategy See how Selenta maximized visibility for SOFIA Hotel to get more traffic and jump-start its online reputation.

Selenta Group manages nine properties in various Spanish cities. We spoke with Silvia Sutter, Online Traffic Manager at Selenta, to find out how she has increased visibility and traffic for SOFIA Hotel with TripAdvisor.

TripAdvisor as part of the rebranding strategy

Rebranding Selenta's properties has been a huge undertaking that began last year and taken months of planning and preparation. "We transformed the company and rebranded as a whole, and are now working on repositioning our properties as luxurious and high-end," says Sutter.

The goal? Growing visibility and traffic to all nine properties. Says Sutter, "We want to expand our market and reach more US travelers — since the majority of our guests are traditionally from Spain and the United Kingdom."

Sutter turned to TripAdvisor to market the re-launch of SOFIA Hotel, a property Selenta has recently renovated. "TripAdvisor is an important marketing channel because this source of traffic raises our overall performance and travelers from TripAdvisor are more likely to convert," she says. "We updated SOFIA's TripAdvisor listing page with our new name, photos, and other information to not only promote the renovations, but also reset guest expectations."

Increasing visibility with Sponsored Placements

To get more exposure for SOFIA in the competitive Barcelona market, Sutter uses Sponsored Placements. "We decided to try Sponsored Placements to increase SOFIA's visibility and brand awareness. The additional exposure from Sponsored Placements puts the property in front of more travelers who are searching for a place to stay in Barcelona," she says.

SOFIA has gained more visibility and traffic. "The results have been great: Sponsored Placements has performed so well for SOFIA that all nine Selenta properties now have active campaigns to increase their exposure," says Sutter. "On average, these ads have generated over 50,000 impressions for each property in 6 weeks to highly targeted travelers."

And that visibility is paying off: "We've driven more traffic to the SOFIA website, creating leads that ultimately convert. Since starting Sponsored Placements, booking referrals for SOFIA have increased," continues Sutter.

SOFIA's online reputation cycle has also accelerated. "The uplift in visibility has jump-started our online reputation cycle for SOFIA, which has helped it to be ranked in the top 10% for accommodations in Barcelona," Sutter says. "As more guests stay at SOFIA, they write reviews and post photos, restarting the cycle of inspiring potential guests to pick our property."

Sutter plans to run Sponsored Placements all year. "If conversions continue increasing thanks to Sponsored Placements, we'll always run our ads as our rebranding progresses. The ads have helped me reposition our properties, drive more traffic to our websites, and get more bookings," she says.

...

2018 Insights: Traveler Mindsets and How to Influence Them

ON-DEMAND WEBINAR 2018 Insights: Traveler Mindsets and How to Influence Them Charlie Ballard, Director, Strategic Insights at TripAdvisor, unveils recent research from a TripBarometer study — uncovering global travel trends about attitudes toward travel, recent trip trends, and TripAdvisor's role in the traveler journey. In this on-demand webinar we cover research on:

  • How travelers get started planning their trips
  • What drives destination choice
  • What influences accommodation choice
  • How travelers budget their trip
Plus, Sam Thompson, Commercial Director, Europe, Middle East, & Africa at TripAdvisor, shows how owners can use this data to influence travelers on the site. Watch now to get best practices and tips on:
  • Using free TripAdvisor marketing tools in the Management Center
  • Leveraging traveler reviews to power your online reputation
  • Unlocking exclusive TripAdvisor data in the Analytics Suite to understand who your travelers are
  • Tailoring your TripAdvisor page to exceed traveler expectations with Business Advantage
  • Using Sponsored Placements to attract the attention of highly targeting travelers as they're researching on TripAdvisor
The live event is now available on-demand! Sign up now to access the recording (available in English only).

How a European Hotel Group Uses Content Marketing to Reach Travelers

How a European Hotel Group Uses Content Marketing to Reach Travelers 25hours Hotels increases visibility, raises brand awareness, and drives incremental revenue with TripAdvisor. 25hours Hotels is a group of 13 properties scattered across Germany, France, and other European countries. See how Alexander Schuster, Head of Digital, influences travelers to book one of their properties using content marketing and TripAdvisor.

A focus on content marketing

To build relationships between customers and the 25hours brand, Schuster uses content marketing. "We choose to focus on content marketing instead of solely relying on promotions, discounts, or packages. Content allows us to tell a larger story about how guests don't just stay at our hotels. They can have a fun, relaxing, immersive adventure at our hotels, which are designed to embody the city and neighborhood they're in," he says. "Our photos and videos reinforce our brand. Our blog for each hotel offers local insider knowledge."

Reaching travelers on the customer journey with TripAdvisor

Schuster offers relevant information to travelers while they're shopping for a place to stay on TripAdvisor, a major marketing channel. "The customer journey has many touch points, and we need to reach travelers at the right time on the right channels. So, we amplify our content on TripAdvisor, Google, social media, and other marketing channels to capture travelers' attention and provide a compelling, consistent story," he says. "I use TripAdvisor to increase our visibility, highlight the 25hours brand, and get more direct bookings."

Working with TripAdvisor, Schuster supplements his content strategy by highlighting traveler review content and responding to those reviews. "Travelers check reviews, which makes TripAdvisor an important part of the customer journey. We respond to these reviews — not only offering our view, but also showing how we care about and feel responsible for our guests," he says.

More revenue with Business Advantage

Schuster draws in travelers by showcasing his content and optimizing the 25hours Hotels’ TripAdvisor listing pages with Business Advantage. "We can entice travelers in the booking funnel on TripAdvisor search and our listing page when they're considering our properties and prices," he says. "We're able to test and optimize different Business Advantage features. For example, we post Cover Photos and Favorite Photos that best represent our hotels, and then we check the photo engagement rate in the Analytics Suite to see what works in drawing in even more travelers."

He also uses Business Advantage to connect with travelers directly. "With Contact Details, we can put the right communication channels—our website, phone number, and email—on TripAdvisor. We're able to drive travelers to our website, have them book directly, and not lose them to OTAs — it's easy for them get in touch with us," says Schuster. "Another way we incentivize travelers to book directly with us is we run Special Offers with an advanced, lower booking rate that they can redeem on our website."

Schuster notes that all 25hours properties have Business Advantage because of its ability to grow the 25hours brand and business. "Business Advantage is beneficial — it shows a return on advertising spend, and we drive incremental revenue for all our properties," he adds.

Increased visibility with Sponsored Placements

To maximize his reach to travelers and drive more traffic to 25hours, Schuster decided to try Sponsored Placements. "Relying on search for travelers to find our properties isn't effective. With Sponsored Placements, we expand our visibility to travelers who are already on the customer journey, especially when they're searching within a dedicated city, but don't have a specific brand in mind," he says. "The five properties that tried out Sponsored Placements each received over 100,000 impressions on average in two months — meaning they were seen 100,000 more times than if we didn't have Sponsored Placements.”

Sponsored Placements has also helped Schuster get more booking referrals. "In addition to the increased visibility, Sponsored Placements create leads so more travelers make reservations at our hotels. We saw a 20% boost in booking referrals on average. We also saw an increase in page visits to our five properties' TripAdvisor listing pages," he says.

Seeing the benefits of Sponsored Placements, Schuster believes the ads are a worthwhile investment. "Sponsored Placements is valuable because I'm able to raise awareness of the 25hours brand at multiple touch points of the customer journey. Every click means that travelers are engaged and interested — If travelers see our ad, it's highly likely they'll be back later with high intent to book with us," he says.

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Success Story: A Jaipur Hotel Uses TripAdvisor to Drive Inbound Marketing

Success Story: A Jaipur Hotel Uses TripAdvisor to Drive Inbound Marketing Learn how the Royal Heritage Haveli attracts travelers with Sponsored Placements and converts them with Business Advantage. The Royal Heritage Haveli is a small family-owned boutique hotel that won the Travelers’ Choice award for multiple years in Jaipur, India. See how Shambhavi Singh, the Haveli Director, uses TripAdvisor as an instrumental part of her inbound marketing strategy. Challenge: Maximizing the busy season

Singh strives to get as many travelers to book as possible during the busy season. "Our busy season is short so it's crucial that we make the most of it. It's hard to fill rooms during the off-season because it's very hot in Jaipur," says Singh.

Many other local accommodations providers are pursuing a similar strategy. "It's challenging to stand out among our competitors in Jaipur. We're a small business that competes with well-known hotels for a limited number of travelers who visit during the busy season. So, we need to differentiate ourselves from properties similar to ours," she says.

Solution: Using TripAdvisor to drive inbound marketing "To address this challenge, I use inbound marketing to attract, convert, close, and delight guests, and TripAdvisor is crucial to my strategy," Singh says. "Inbound marketing creates awareness among travelers, and it builds trust and credibility for the Haveli."...

How a New Lisbon Hotel Is Succeeding on TripAdvisor

How a New Lisbon Hotel Is Succeeding on TripAdvisor Corpo Santo built a strong online reputation and amplified that success with TripAdvisor Business Advantage and Sponsored Placements. Corpo Santo Hotel is an independently-owned historic hotel that became a top Traveler Ranked property in Lisbon after opening in 2017. We caught up with General Manager Pedro Pinto to learn about his strategies for success. Building a strong online reputation

Building a great online reputation starts with providing great service. To achieve this, Pinto has invested in staff and constant improvements: "Our strategy is to provide exceptional service and delight guests with new things. Great staff is key so we're careful about who we hire and regularly communicate the feedback we receive," says Pinto.

He then encourages guests to share their experiences with other travelers on TripAdvisor. "We work to outperform ourselves instead of our competitors, always focusing on service and reviews. It's not only about providing a quality experience, but also a commitment to using TripAdvisor to get the word out about Corpo Santo," he shares.

Through a commitment to building Corpo Santo's online reputation with guest reviews on TripAdvisor, Pinto has been able to attract guests — and he continues the cycle with fresh review content. "We encourage guests to write reviews with Review Express," Pinto says. "Guests love our hotel so they're keen to share their experiences — for many, it's even their first review. People who read these reviews arrive excited to stay at our hotel and are then inspired to write us a review after their stay."

Pinto also uses Management Responses to make a lasting impression on past guests and influence potential guests to choose his hotel. "Collecting reviews doesn't guarantee success. We respond to reviews, personalizing our responses and thanking guests," says Pinto. "We also show how we're incorporating feedback to improve. For example, we replaced windows that let in too much noise and then contacted each guest who mentioned the noise to let them know the enhancements we made based on their feedback."

Capitalizing on success with Business Advantage and Sponsored Placements

"With all of our reputation management activity, we've been climbing the Popularity Ranking for Lisbon. We saw from our analytics that 40% of our traffic was coming from TripAdvisor. We wanted to grow our traffic and get more guests so I purchased Business Advantage and Sponsored Placements," says Pinto.

Using Business Advantage and Sponsored Placements together helps Pinto amplify Corpo Santo's presence on TripAdvisor. And the results exceed what he had hoped for. "It’s like winning the lottery. The traffic to our website has grown by 500% with both products. Sponsored Placements has expanded our reach — we've received roughly 69,000 impressions in 6 months with the ads and gotten more clicks to our property listing," Pinto explains. “And thanks to Business Advantage, our direct bookings have increased — and we're achieving a 90% occupancy rate."

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