Question 1

What is Online Reputation Management for hotels?

Accepted Answer

Online reputation management for hotels is the practice of monitoring and controlling how your hotel property and business is perceived throughout the web by customers who leave reviews online, particularly with review aggregators such as Yelp, TripAdvisor, Google Reviews, and industry-specific booking websites.

Question 2

Why is having a good online reputation necessary at all?

Accepted Answer

Research shows that 83% of people trust recommendations from friends, and nearly 70% trust guest reviews. A good reputation shows you are an expert in your field, which results in more site traffic and more business.

Question 3

Which platforms will you manage our reputation on?

Accepted Answer

INNsight will actively manage your online reputation on popular online reputation aggregator platforms such as Google, Yelp, TripAdvisor, Booking.com, Expedia, and Medallia. In addition, if you are subscribed to INNsight’s Premium Package, your account manager will also monitor and manage your social media accounts on Facebook and Twitter, providing you with a holistic view of your online reputation.

Question 4

Why can't someone handle their own online reputation?

Accepted Answer

The best example that we can consider is anti-virus software for your computer. There are hardly 25 guys on this planet who can handle anti-virus protection on their own because it needs extensive technical expertise. For the common maxim, every man performs at his own business best. We have a dedicated account manager who will manage your online reputation in the best possible way utilizing tools and best practices we have developed to help drive a positive online reputation that consequently drives better guest engagement and higher conversion of online sales.

Question 5

How frequently do you reply to online review?

Accepted Answer

Your dedicated account manager will monitor reviews across Yelp, TripAdvisor, Google Reviews, your Online Travel Agents, and your website activity and reply to all reviews with a uniquely written response leveraging our best practices within two days or 48 hours of receiving the review. This falls within the service level agreements many franchises enforce on their franchisees to respond to their reviews.

Question 6

What features does the Reputation Management System provide?

Accepted Answer

The Reputation Management System provides an easy-to-use portal that pulls all reviews from major reputation aggregator websites like Yelp, TripAdvisor, Google Reviews, Online Travel Agents, and your website Powered by INNsight. This portal provides a view of all reviews, responses posted by your account manager, Sentiment Analysis which pulls key customer data analysis, charting and reporting, and tools to solicit more reviews online. Additionally, INNsight layers on active account management, and professional US-based content writers who draft professional review responses using our best practices.

Question 7

What type of analytics do I get with INNsight's Reputation Management System?

Accepted Answer

Subscribers can expect a detailed Monthly Reputations Trend Report which details all of the reviews and responses and key metrics about their online reputation scores. Additionally, when you log in, you will see a Sentiment Analysis section where we have teased out the key areas of focus that customers have raved about so you can learn more about what you are doing great and what can be improved upon.

Question 8

Can I approve online review responses before they are published?

Accepted Answer

Yes, The Reviews Panel in the Reputation Management System will show you all reviews from major reputation platforms in one place. Your account manager will draft responses, and you can have the option to approve them before they are posted or set permissions to allow your account manager to post responses automatically.

Question 9

How much does it cost for INNsight to manage my online reputation?

Accepted Answer

Starting at just $159 per month, the services include authentically drafted review responses by US-based content writers, robust reporting, and a software system that manages all inbound reviews, responses, and analytics. Or you can sign up for INNsight’s Premium subscription and get all the bells and whistles: a professionally designed website, digital marketing, and reputation management all-inclusive. You can cancel at any time, and there are no long-term contracts! We trust in our product and services and know that you will see a massive Return on Investment with INNsight’s Reputation Management System.

Question 10

How do you solicit more guest reviews?

Accepted Answer

Yes, the Reputation Management System has the ability to solicit guest reviews post-stay and segregate negative reviews so you can triage the issues and prevent damaging reviews from hitting the public domain on major reviews websites. Additionally, our tools will drive more reviews, thereby increasing your standing on the internet.

Question 11

Can I see all of my online reviews and responses online?

Accepted Answer

Yes. Simply log into My INNsight and navigate to the Reputation Management System tool, and you can find all of the reviews from major reviews aggregator websites and the responses that have been drafted by your account manager, all in one easy-to-read panel.

Question 12

Can I see all of my online reviews and responses online?

Accepted Answer

Yes. Simply log into My INNsight and navigate to the Reputation Management System tool, and you can find all of the reviews from major reviews aggregator websites and the responses that have been drafted by your account manager, all in one easy-to-read panel.

Question 13

How do you actively reduce negative review from being posted online?

Accepted Answer

If you utilize INNsight’s Reviews Solicitation feature, we are able to identify negative reviews before they potentially are posted online and damage your reputation. Once a guest completes their stay, we send a review response email which summons the guest to enter our review response form. This questionnaire determines whether the guest sentiment is negative or positive and suggests leaving a positive review on TripAdvisor, Yelp, and/or Google for wider recommendation or flag and direct negative feedback to the appropriate guest relations manager in order to triage. This disintermediation logic helps to mitigate negative reviews while providing solid customer relationship management and spurring more positive online reviews.

Question 14

How do I save on penalties from brands for not replying to my hotel's online reviews?

Accepted Answer

Subscribe to INNsight’s Reputation Management System and reduce the risk of being charged penalties by your franchise. For example, Choice, Wyndham, and IHG have been reported to charge their franchisees for not replying to their online reviews, especially Medallia, within strict turnaround times. INNsight’s RMS will help improve the turnaround of review replies and reduce the risk of being levied fines by your franchise. Note: INNsight does not take responsibility for any fees associated with reputation management that franchise levies upon its franchisees.

Question 15

Is Reputation Management included with any of your Digital Marketing subscriptions?

Accepted Answer

Yes, if you subscribe to our Premium Subscription, we include Reputation Management for free. Not only will you have a killer website with all of the bells and whistles and a managed Search Engine Optimization and Social Media Marketing solution, but INNsight will also manage your online reputation. There is no industry solution as robust and effective at driving direct revenue at such an affordable price as INNsight's Premium Package. Sign up today!

Introducing the Keen™ App by INNsight

Keen™ Online Reputation App

Steps to Setup Keen™:

Introducing the Keen™ App by INNsight

Keen™ Online Reputation App

Steps to Setup Keen™:

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