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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.

For more information, read our restaurant listing guidelines 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

How to Increase Diner Engagement by 36% in 2 Minutes or Less

How to Increase Diner Engagement by 36% in 2 Minutes or Less Need to make a change to your restaurant’s hours, amenities, or cuisines? Here’s how to update your restaurant details on TripAdvisor. These small changes take two minutes or less and can increase diner engagement on your TripAdvisor page by 36% or more.

The restaurant industry is constantly changing — that’s nothing new. As you experiment with new cuisines, add new amenities to your experience, or change your hours, you’ll want to make sure your online presence reflects those changes.

To make updates, you have to claim your listing — you can do so here — and it’s quick and free to claim. Then, it’s easy to update your TripAdvisor listing so that it accurately represents your restaurant. Plus, making these changes takes just minutes and doing so can dramatically increase your diner engagement.

Click on the links below for a shortcut:

Please note that any changes may take up to five business days to appear on TripAdvisor’s site.

Update Your Contact Information

Updating your general information is critical to making TripAdvisor work for your business. If someone is browsing through TripAdvisor looking to come to your restaurant, you’ll want to make sure they can see your website, call your restaurant, or otherwise contact you to make a booking.

Potential diners can see your contact information at the very top of your listing.

To update your contact information on TripAdvisor:

  1. Log into your Management Center.
  2. Choose “Name and Description” from the “Manage Listing” tab.
  3. From there, you can update your contact details, including phone number, website, and email address.
  4. You can also write a short description of your restaurant in the “Business Description” section. This is a great opportunity to give more information about your restaurant — if you have a mission statement, for example, you should include it. Otherwise, you’ll want to describe your restaurant’s cuisine, atmosphere, location, and anything unique worth highlighting, like live music on Thursdays or that you were featured on the Food Network.
  5. When you’re finished editing, click the orange “Submit” button at the bottom of the page.

Update Your Hours

There’s nothing more frustrating for a potential diner than making the trek all the way to your restaurant only to find it closed. Diners are often searching for restaurants near them at that moment, so they’re looking for restaurants that are open. If your hours aren’t listed, TripAdvisor won’t surface your restaurant to those diners — meaning you’re missing out on a huge opportunity.

Plus, when you list your hours, you’re more likely to see potential diners interacting with your page. TripAdvisor listings with open hours see 36% more engagement than those without them.

Potential diners can see your hours:

  • When they search for open restaurants near them.
  • When they arrive on your listing, if your restaurant is currently open, it will say, “Open Now” in the Overview section.
  • At the bottom of your listing under “Restaurant Details.”

To update your restaurant hours on TripAdvisor:

  1. Log in to the Management Center.
  2. Choose “Hours” from the “Manage Listing” tab.
  3. Scroll down to add or edit your open hours by clicking directly into the time slot. If you’re open 24 hours that day, check the box to the right that says, “Open 24 Hours.”
  4. If you have two different opening hours in one day, say, for two different meal times, click the blue text underneath the time slot that says, “Add more hours.” Another time slot will appear and you can edit those hours.
  5. If you’re not open on a particular day, click the trash can icon to the right of the time slot. This will mark you as closed on that day.
  6. When you’re done editing, click the orange “Submit” button at the bottom of the page.

Update Your Cuisines

Your restaurant experience starts with your food. The types of meals you serve and what cuisines you offer are the foundation of your restaurant concept. On TripAdvisor, that translates to a variety of categories associated with your restaurant so that someone searching for a restaurant like yours can find you.

Potential diners can see those categories:

  • When they search for restaurants like yours in the search results
  • On your listing at the top of the page
  • Under “Cuisines” in the Overview section of your listing
  • And at the bottom of your listing under “Restaurant Details”

To make sure potential diners can find your restaurant, think about your concept and define exactly what kind of food you’re serving. If it’s a mix of cuisines, that’s ok — just remember, on TripAdvisor, you can only choose five categories, so you’ll want to choose the five that best exemplify what your restaurant is all about. The only thing you won’t find are dietary restrictions like vegan and gluten free, as those are added automatically based on reviews and customer feedback.

To update your cuisines on TripAdvisor:

  1. Log in to the Management Center.
  2. Choose “Cuisines and Amenities” from the “Manage Listing” tab.
  3. Click “Edit cuisines” under Cuisine Categories. You can choose up to five.
  4. From there, you’ll be able to scroll through all the potential categories you would associate with your restaurant. Check the boxes to choose your categories.
  5. Click the orange “OK” button.
  6. Scroll down to the bottom of the page and click the orange “Submit” button.

Update the Meals You Serve

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How to Improve Your TripAdvisor Restaurant Ranking

How to Improve Your TripAdvisor Restaurant Ranking TripAdvisor’s Head of Restaurant Products, Gerard Murphy, breaks down exactly what goes into TripAdvisor restaurant rankings — and what you can do to improve yours — in this short video. Watch below or read on for a transcript.

Here at TripAdvisor, we help hundreds of millions of diners search for restaurants just like yours. And we want nothing more than to recommend great restaurants to diners and to connect restaurant owners with potential customers.

Part of that secret sauce of what makes TripAdvisor great is how we rank our restaurants. It’s based on three qualities of your reviews: ratings, recency, and relevance. We’ll walk through how all three of those work.

Ratings

Ratings refers to the number of reviews you have on TripAdvisor. We want to showcase the restaurants with the most four and five bubble reviews for potential diners. All other things being equal, a restaurant with more five bubble ratings will rank higher than one with lower bubble ratings.

Recency

Recency refers to the number of new reviews for your restaurant. While older reviews still count toward your ranking, newer reviews better reflect the current experience of your restaurant. This is great news for restaurants, because no matter what your ranking is now, you always have a chance with newer reviews to improve your ranking. All other things being equal, a restaurant with more recent reviews will rank higher than one with older reviews.

Relevance

When someone is searching for a place to eat, they don’t just search for restaurants in a city. They search for dinner or pizza or pad thai in a city. Because of this, you don’t have just one ranking for your restaurant. You have many rankings on all kinds of criteria, from meal type to cuisine type and everything in between.

Take the Brick Alley Pub in Newport, Rhode Island, for example. It’s ranked 11th overall in Newport, but it’s ranked fifth for lunch, second for hamburgers, and sixth for American food. So why does it rank higher for these sorts of cuisines and meal types than its overall ranking? That’s because there’s a higher percentage of four or five bubble reviews that mention lunch, hamburgers, or American food.

When you think about your ranking, think about what kinds of dishes and cuisines you’re exceptionally good at and see where you rank on TripAdvisor for those categories. This is a much better indicator of how likely someone will find your restaurant than your overall ranking.

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Why Every Restaurant Should Claim Their Listing

Why Every Restaurant Should Claim Their Listing The first step to managing your online reputation? Claiming your listing. Here’s why it’s important and how to get started.

With 4.6 million restaurants* on TripAdvisor and counting, it’s likely that your restaurant is already listed on TripAdvisor. Your customers are likely uploading photos and leaving reviews of your restaurant without you knowing — meaning you’re missing out on a chance to influence the conversation and gather important feedback about how you’re doing.

But there’s more you could be missing out on. Here’s just a few of the reasons why you should claim your listing:

We’re One of the World’s Largest Restaurant Sites*

TripAdvisor isn’t just the world’s largest travel site. We’re also one of the world’s largest restaurant sites.* Claiming your listing on TripAdvisor means you have access to over 200 million monthly visitors.** Both locals and travelers use TripAdvisor as a restaurant discovery site with the average of 86% of respondents from a recent survey stating they have opted to dine at a restaurant as a result of a TripAdvisor ranking, review, rating or award. That’s a huge opportunity to make sure your restaurant stands out. And the best part...

It’s Completely Free

Yes, claiming your listing and setting up a TripAdvisor account is free! We want to make sure your listing accurately represents what you serve and what your restaurant is like. The person who knows that best is you.

Keep Your Listing Up-to-Date

Once you’ve claimed your listing, you’re able to control how and where it appears to TripAdvisor users by updating your business details. In the “Manage Listing” tab in the Management Center, you’ll be able to:

  • Update your restaurant’s description and contact information
  • Verify your map location and add any details to your address, like suite number, plaza, or square
  • Maintain your hours for each day of the week
  • Choose up to five cuisine categories like Italian, Vegetarian, or Seafood where your restaurant will appear
  • Select which meals your restaurant serves
  • Edit the amenities you offer, such as parking, reservations, outdoor seating, or delivery

Claiming your listing helps ensure everything about your restaurant on TripAdvisor is accurate and up-to-date. And choosing your amenities and cuisines is the best way to make sure locals and travelers discover your restaurant.

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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...

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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How Miramar Brings In Over 150 Diners Per Night With TripAdvisor

How Miramar Brings In Over 150 Diners Per Night With TripAdvisor Restaurant Miramar, a seaside restaurant in Mallorca, Spain, sees more than 150 diners per night during the summer season. Here’s how they use TripAdvisor Ads and TripAdvisor Premium to build their brand and keep their restaurant busy all year long.

Welcome to Restaurant Miramar, Mallorca

Nestled under a grove of palm trees, this seaside restaurant boasts more than great food. If you dine at Restaurant Miramar, you’ll find yourself sipping wine while watching the sun set slowly over Port D’Alcudia.

Located on the Paseo Marítimo, Restaurant Miramar serves tasty and authentic Mediterranean cuisine to locals and travelers from around the world. And they’ve been doing it as a family since 1871.

The restaurant has more than 600 reviews, an average bubble rating of 4.5/5 and a TripAdvisor Certificate of Excellence. In high season, the business has 30 employees who deliver an impeccable dinner service to over 150 diners each night. The rest of the year, the restaurant focuses on lunch service and weekend meals.

The Challenge: Standing Out in the Crowd

Mallorca is one of the most popular summer destinations in Europe — not just for travelers from other countries, but for Spanish tourists, too. “Our biggest challenge is to make our restaurant known [to locals and to tourists], and to know the characteristics that differentiate us from the other establishments around,” says Jaime Solé, Miramar’s General Manager. “We are looking to stand out in Alcudia by offering high-quality food and the best service to our customers.”

But with hundreds of restaurants for diners to choose from, how do they do it?

Miramar focuses on their brand to set them apart. “To reach this goal, we are committed [to using] TripAdvisor and TheFork daily. We have been [using] these two portals for the last three years.”

How They Use TripAdvisor

“We made an important effort to publicize our restaurant," says Solé. "We have enabled online reservations and we highlight the reviews that we think are most interesting, which we can easily do with the tools provided by TripAdvisor Premium and Ads packages.”

TripAdvisor Premium helps Miramar manage their brand and put their best foot forward. Storyboard gives them the opportunity to make a great first impression with potential customers visiting their TripAdvisor listing. “The image carousel is very interesting and visual,” says Jaime Solé. “The ability to highlight [our Favorite Review] is a tool that has helped us showcase great diner feedback. We can choose a review that truly reflects our food offerings and our service.”

TripAdvisor Ads serves as a great compliment to their listing, enabling Miramar to attract diners from around the world. “TripAdvisor Ads have allowed us to be in a prominent position,” confirms Solé. “As a result of using Ads, we have managed to reach [customers in] new markets that may never previously have found our restaurant,” Solé says.

The Results

“These two tools to improve our online marketing have increased visits to our restaurant — that, for us, is the best benefit.”...

A Frame-by-Frame Guide to Creating Your Storyboard

A Frame-by-Frame Guide to Creating Your Storyboard Available for TripAdvisor Premium subscribers, Storyboard gives you a chance to make the best first impression for potential diners.

When it comes to getting new diners in the door, it’s important to make a great first impression for your listing. For TripAdvisor Premium subscribers, we’ve made it easy to keep potential diners engaged and interested in your listing right away. With Storyboard, you can replace a static image into an eye-catching video at the top of your profile.

Storyboard allows you to choose 10 frames of photos, reviews, and tags that showcase your restaurant. But how to choose what to include in your Storyboard? We’ll walk you through frame-by-frame with our free downloadable guide.

Before You Create Your Storyboard...

Define Your Top Attributes

Your Storyboard is the most prominent part of your profile, so make sure it’s working hardest to grab attention by thinking through why diners come to your restaurant in the first place. Focus on your overall cuisine and atmosphere as you build your Storyboard. Potential diners should feel like they’re getting a sneak peek of what it’s like to eat at your restaurant, so show off your best dishes, your dining room, and any other atmospheric elements that make your restaurant special.

Take High Quality Photos of Your Restaurant

Your photos are the star of your Storyboard, so before you get started, you’ll want to make sure you’ve uploaded professional, high-quality Management Photos and browsed through your Traveler Photos. You’ll need at least 10 different photos to make the most out of the Storyboard feature.

To upload any new photos you’ve taken, choose “Photos” under the “Manage Listing” tab in your Management Center. For the best quality photos on TripAdvisor:

  • Upload photos that are at least 1024 px wide by 450 px tall
  • Take photographs of your restaurant and cuisines in lots of light
  • Go beyond mise-en-place and take photos of your atmosphere, setting, and decor
  • Focus on landscape layout (wider than it is tall) instead of portrait layout (taller than it is wide) for best results in our standard display box

This isn’t just important for your Storyboard — it’s a critical aspect of your listing. Restaurants with at least one Management Photo see 44% more engagement over those with no photos, and restaurants with 11 - 20 photos see double the amount of diner interaction over those with no photos at all, according to a recent study.

Where Your Storyboard Will Appear

Once you’re ready to publish, click the orange “Publish Now” button. Note that it may take up to 24 hours for your Storyboard to appear on TripAdvisor’s site. Your Storyboard will appear in the same place where your Primary Photo used to appear below your name and above the Overview section. Instead of a static photo, though, your visitors will see an eye-catching video montage that combines your best photos with review snippets and tags.

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How to Choose Your Top 3 Reasons

How to Choose Your Top 3 Reasons Available for TripAdvisor Premium subscribers, Top 3 Reasons helps you showcase what makes your restaurant special.

As a restaurant owner, you are best-equipped to tell diners what sets your restaurant apart. For TripAdvisor Premium subscribers, we’ve made it easy to surface why your restaurant is special and why a potential diner should choose your restaurant over a competitor’s. With Top 3 Reasons, you can turn the reviews and photos diners are already posting on your listing into a powerful marketing tool — or write your own.

But how do you choose what to feature?

Define Your Brand

The first step in choosing your Top 3 Reasons is to determine what defines your brand. Your brand encapsulates who you are as a restaurant and why someone would come to eat there. This starts with your concept — a fine-dining farm-to-table establishment is dramatically different from a Mexican-Korean fusion food truck.

Then, think about that extra “wow” factor you incorporate into your restaurant. Whether it’s your impeccable service, fast turnaround times for your orders, or an extensive wine list, determine what it is about your restaurant that makes diners want to come back again and again.

Finally, listen to your customers. Look at your top-selling menu items and read through your four- and five-bubble reviews to see if there are any patterns of what people love. These things together make up your brand — and that’s what you want to feature with your Top 3 Reasons.

Choose Your Content

It’s a good idea to choose three very different aspects of your business. If you’re still not sure what you want to feature, you can follow this template:

  • 1 Top Reason about your cuisine overall or a specific dish you’re known for
  • 1 Top Reason about the dining experience, such as the service or atmosphere
  • 1 Top Reason about something special, such as outdoor seating, a seasonal menu, or live music

When you’re ready to select your Top 3 Reasons, you’ll want to start with your content, also known as review snippets. To select them, go to “Select Top 3 Reasons” under the “Manage Listing” tab. From there, choose “Edit Content,” and you’ll be able to read through all of your past reviews from the last year. Keep in mind that your review snippets must come from reviews that are less than a year old. Choose a relatively recent review to pull your snippet from and make sure you regularly update your Top 3 Reasons with fresh review snippets that exemplify your brand.

Start by searching for what you want to feature by keyword in the search box, or you can read through your reviews to see if anything jumps out at you. You’ll have up to 70 characters in each review snippet, so you’ll want to look for specific sentences and phrases within those reviews that best showcase what you want to feature.

While we recommend choosing review snippets for your Top 3 Reasons since they carry more weight with potential diners, you do have the option to write your own. This is also a great choice if you are a relatively new restaurant without a lot of reviews. If you choose this, however, you’ll have to write all three of your snippets — at this time, you aren’t able to mix reviewer-submitted content with owner-created content.

Choose Your Photos

Once you’ve chosen your review snippets, you can choose your photo by clicking “Edit Photo.” You can look through your Management Photos or select one from a traveler. Regardless of which set of photos you choose from, you’ll want to make sure you match the photo with the topic of featured review. For example, if you’ve chosen a review snippet that talks about your phenomenal grilled chicken, you should include a photo of that dish.

Note that to be able to use the Top 3 Reasons feature, you must have at least three photos on your listing. If you don’t see an existing photo that appeals to you, you can upload photos of your own by selecting “Photos” under the “Manage Listing” tab.

Where Your Top 3 Reasons Will Appear

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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."...

4 Tips to Keep Your Restaurant Busy All Year Round

4 Tips to Keep Your Restaurant Busy All Year Round In a seasonal industry, keeping your restaurant busy all year long is a challenge. We’ve put together a few tried-and-true marketing tactics you can use to combat the off-season blues.

The restaurant world is a seasonal one. Whether you’re a waterfront summer destination or a bustling après-ski bar, there’s going to be times of the year where you have plenty of customers coming through the door — and times where that’s not the case.

To keep your restaurant busy all year round, you have to promote it all year round.

That means incorporating marketing into both your dry seasons and your busy ones. Marketing can often fall by the wayside as a lower priority, but neglecting it only makes it more difficult to draw in new customers later on. Imagine that your marketing efforts are like a cyclist conquering a hill — you must pedal consistently, one foot after the other, to reach the top. You can go faster or slower if you want to, but pausing entirely will mean an even more taxing restart.

Marketing year-round also helps you get ahead of your competitors and could mean diners less familiar with your area earmark your restaurant for a future visit. By building a consistent promotion plan across the year, you can make sure your restaurant is always top of mind.

Here are a few workhorse marketing tactics that you can use anytime:

Advertise Your Restaurant

The best way to build up demand for your restaurant at any time of year is to advertise consistently. Especially if your restaurant is in a more seasonal location like in a ski resort town or by the ocean, you’ll want to make sure that you let folks know that you’re open in the offseason and that you stand out in the crowd during the busy periods.

Online advertising is a particularly good channel because it’s easy to dial up and down your efforts, just like speeding up or slowing down your cycling pace up the hill. Dialing up and down in this case means experimenting with different audiences and advertising channels to see what works best for you.

Create Partnerships within Your Community

Your restaurant’s success largely depends on its location and the community that you serve. Another way to keep your restaurant busy year-round is to work on building partnerships with members of the community, especially other businesses nearby.

You could:

  • Put flyers at the nearby laundromat, dry cleaner, or other local store
  • Ask nearby hotel concierges or apartment/housing complexes to recommend your restaurant
  • Contact office managers to set up catering or delivery opportunities at local offices
  • Work with nearby universities or colleges to create apprenticeships or a student discount
  • Market yourself as a charity partner for local non-profits as a way to spread the word
  • Participate in local versions of restaurant week or other government-sponsored campaigns
  • Offer your space as a co-working area during the day

Hold an Event or Participate in a Pop-Up

Another way to get your restaurant busy is to hold an event or pop-up tasting at another location. This is a great opportunity to get creative based on your average customer — if you’re a family-friendly spot, you might want to try a kids character meal or an arts and crafts event, but if you’re more of a date-night destination, think about a wine tasting or special prix fixe menu for couples.

You could also try:

  • Themed events celebrating specific holidays, like Mother’s Day or the New Year
  • Giving customers a peek into the kitchen with cooking or baking classes
  • Wine or beer tastings
  • Experimenting with a meal outside of your normal offerings, like a special brunch
  • Movie screenings, live music, or theatrical performances
  • Games, like trivia night or poker tournaments

If the events go well, you could expand into more recurring event offerings, like corporate luncheons, birthday parties, or wedding receptions, which would bring in additional revenue for your business.

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6 Best Practices When Responding to Restaurant Reviews

6 Best Practices When Responding to Restaurant Reviews 85% of TripAdvisor users are more likely to dine at a restaurant that responds to reviews. Here are some tips on how to craft the best Management Response.

It's important to think about reviews as both real-time feedback about your business and as a critical marketing tool. Potential diners scroll through your reviews to determine what your restaurant experience is like — essentially an online version of word-of-mouth. An average of 90% of respondents said that the reviews on TripAdvisor matched their dining experience in a recent survey.

Responding Makes a Difference

Regardless of the positive or negative nature of a review, your response makes a difference.

In a recent survey, we found that up to 94% of respondents in some markets indicated that they have read a Management Response to a TripAdvisor review, with the majority noting that they found it helpful and that it encouraged them to try a restaurant, despite a bad review. And 65% of users agree that a thoughtful Management Response to a bad review improves their impression of the restaurant.

Think about it this way. If a diner sent back a dish because it wasn’t up to standards, you would go out of your way to improve their experience at your restaurant so that you can turn around the situation and wow the customer. That’s when your hospitality matters — when you go out of your way to make things right, you’re showing them how deeply you care about their experience.

You have that same power with a Management Response to an online review. Whether the review cites positive or negative feedback, it’s your chance to create that same moment of hospitality and show them you care about their experience. Here are six things to keep in mind as you respond to reviews:

How to Respond to Reviews

Start With a Thank You

Always thank your guests for coming in and trying out your restaurant, even if they’re regulars. Showing your gratitude for coming in underlines the hospitality you offer in-person. It’s the equivalent of your host thanking them on their way out the door.

It doesn’t take much — a concise response will do. Here’s a great example from the Tip Tap Room in Boston, responding to a 5-bubble review from a traveler:

“So glad to hear you enjoyed your dinner here, Treesha! Thanks for checking us out and taking the time to share. Hope to see you again if you're ever back in town!”

If the review is less positive, thank them instead for coming in and for taking the time to share feedback. Here’s a second example from the Tip Tap Room, responding to a 3-bubble review that contained a noise complaint:

Thanks for sharing! We always appreciate honest feedback, and it does indeed get pretty lively in here. Glad to hear you enjoy[ed] the drinks!”

Show Diners You’re Listening

Most of the time, when someone posts a review to TripAdvisor, they want to be heard — so make sure that you’re listening. Acknowledging and echoing the feedback you’ve received in your response — positive or negative — shows that you care about what people are saying and that you’ve actually heard what they wanted to share.

Take this example from Papi Henri in Paris, responding to a 5-bubble review thanking the restaurant for explaining the menu to their party, who didn’t speak French:

“Many thanks for your post. It was a pleasure to translate our daily menu to you (hope my accent was not to difficult to understand :). We really hope to see you next time you are around. We wish you the best!”

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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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6 Free Tools to Get More Reviews for Your Restaurant

6 Free Tools to Get More Reviews for Your Restaurant A key component of your online reputation is a steady collection of recent reviews. Here’s why that’s so important and how to encourage your diners to review you on TripAdvisor.

When it comes to managing your online reputation, one thing you should always be thinking about is how to generate a consistent stream of reviews about your restaurant.

That’s because an average potential diner often reads multiple reviews before making a choice of where to go to eat. We’ve found that diners spend twice as much time on TripAdvisor restaurant listings that have at least twenty reviews, so your first step should be to make sure your restaurant has a healthy volume of reviews.

Even when you’ve generated a large base of reviews, it’s important to keep collecting them. That’s because diners are much more interested in what your restaurant was like yesterday than what it was like six months ago.

Your goal? Strive for building a continuous pipeline of recent reviews. When a restaurant has over forty recent reviews — that is, reviews that are less than six months old — diners are three times as likely to engage with the listing in some way — by looking at the menu, clicking through to the website, or booking online.

Here are six free tools you can use to encourage diners to leave more reviews:

1. Collect Reviews Directly on Your Website

Use your restaurant’s own website to tell potential diners that you’re on TripAdvisor and encourage them to leave reviews.

If you’re tech-savvy (or know someone who is), you can add a personalized review collection widget which will allow your diners to write a TripAdvisor review without leaving your website. You can easily copy the personalized code from here and paste it onto your website.

You can read more about widgets and how to use them here.

At a minimum, mentioning on your website that you love restaurant reviews and including a link to your TripAdvisor listing should encourage diners to write reviews.

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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

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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How Miramar Brings In Over 150 Diners Per Night With TripAdvisor

How Miramar Brings In Over 150 Diners Per Night With TripAdvisor Restaurant Miramar, a seaside restaurant in Mallorca, Spain, sees more than 150 diners per night during the summer season. Here’s how they use TripAdvisor Ads and TripAdvisor Premium to build their brand and keep their restaurant busy all year long.

Welcome to Restaurant Miramar, Mallorca

Nestled under a grove of palm trees, this seaside restaurant boasts more than great food. If you dine at Restaurant Miramar, you’ll find yourself sipping wine while watching the sun set slowly over Port D’Alcudia.

Located on the Paseo Marítimo, Restaurant Miramar serves tasty and authentic Mediterranean cuisine to locals and travelers from around the world. And they’ve been doing it as a family since 1871.

The restaurant has more than 600 reviews, an average bubble rating of 4.5/5 and a TripAdvisor Certificate of Excellence. In high season, the business has 30 employees who deliver an impeccable dinner service to over 150 diners each night. The rest of the year, the restaurant focuses on lunch service and weekend meals.

The Challenge: Standing Out in the Crowd

Mallorca is one of the most popular summer destinations in Europe — not just for travelers from other countries, but for Spanish tourists, too. “Our biggest challenge is to make our restaurant known [to locals and to tourists], and to know the characteristics that differentiate us from the other establishments around,” says Jaime Solé, Miramar’s General Manager. “We are looking to stand out in Alcudia by offering high-quality food and the best service to our customers.”

But with hundreds of restaurants for diners to choose from, how do they do it?

Miramar focuses on their brand to set them apart. “To reach this goal, we are committed [to using] TripAdvisor and TheFork daily. We have been [using] these two portals for the last three years.”

How They Use TripAdvisor

“We made an important effort to publicize our restaurant," says Solé. "We have enabled online reservations and we highlight the reviews that we think are most interesting, which we can easily do with the tools provided by TripAdvisor Premium and Ads packages.”

TripAdvisor Premium helps Miramar manage their brand and put their best foot forward. Storyboard gives them the opportunity to make a great first impression with potential customers visiting their TripAdvisor listing. “The image carousel is very interesting and visual,” says Jaime Solé. “The ability to highlight [our Favorite Review] is a tool that has helped us showcase great diner feedback. We can choose a review that truly reflects our food offerings and our service.”

TripAdvisor Ads serves as a great compliment to their listing, enabling Miramar to attract diners from around the world. “TripAdvisor Ads have allowed us to be in a prominent position,” confirms Solé. “As a result of using Ads, we have managed to reach [customers in] new markets that may never previously have found our restaurant,” Solé says.

The Results

“These two tools to improve our online marketing have increased visits to our restaurant — that, for us, is the best benefit.”...

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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How This Seattle Restaurant Increased Revenue By 30% with TripAdvisor

How This Seattle Restaurant Increased Revenue By 30% with TripAdvisor Nue, a Seattle restaurant, recently rose to the top spot on TripAdvisor's popularity-based rankings. Here’s how they did it and how TripAdvisor has helped them increase their booking traffic and revenue by 30%.

Welcome to Nue, Seattle

If you walk through the doors at Nue, you’ll be immediately transported to another continent. Which continent? That depends on the menu that day.

United by their love of travel and food, Uyen Nguyen and Chris Cvetkowich, co-owners, showcase unique and interesting dishes you’ll be hard-pressed to find elsewhere in the United States.

"One of the things at the core of our passion is that anytime we travel, we see such diversity in food. But here, the same dish is always featured," explains Nguyen. "The analogy I would make is that in the U.S., you would see a lobster roll if you traveled to New England and clam chowder when you’re in San Francisco, but when you go abroad for American cuisine, you just see burgers and french fries. Why is it that other items aren’t being featured? We wanted to introduce people to [new] food."

This approach introduces Seattle residents to traditional global dishes, like South African Bunny Chow or Romanian Mamaliga. Their goal? To attract curious eaters like themselves — as well as local immigrant communities yearning for tastes from home. "When we featured Romanian Mamaliga, we met the Romanian community [in Seattle]," says Nguyen. "Someone even brought their mom all the way from Vancouver to try this dish because they were honored that [we] would feature their home cuisine."

That’s where TripAdvisor comes in. "It’s my #1 choice [as a review platform for my business] because I can really appreciate customers who are out there seeking the experience of different cultures," says Nguyen. "When I travel to other countries, I use TripAdvisor. I wanted to really focus on that platform because I wanted to engage the traveler [since] our whole concept is built around travelers."

The Challenge: Starting a Restaurant from Scratch

Starting a restaurant is always a challenge, and it was no exception for the husband-wife pair. "At the beginning, we had to work to earn every single customer that worked through the door," says Nguyen.

Part of that was putting in the work to manage Nue’s online reputation, including uploading Management Photos, responding to reviews, and updating their business hours. "When we started being more intentional in answering all the little questions TripAdvisor asks for us to fill in, we saw a major increase in engagement from our customers clicking on things," says Nguyen.

Managing their listing also helped them drive more reviews from customers. Says Nguyen, " I noticed that once we had better pictures, we started driving a lot more reviews."

The Results

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