The question of whether guest reviews can be trusted is one which has become increasingly important in recent times. At the beginning of the year, our Customer Alliance CEO shared their opinion on the matter, as well as their vision for the future of online reputation.
If we accept that reviews play a crucial role in the guest journey, it’s reasonable to wonder just how trustworthy guest review platforms are.
Are these reviews authentic?
What about those gathered by Customer Alliance?
In this article we’ll provide some answers to these questions.
Ensuring that a review is authentic
You should keep an eye on the many online review platforms in order to make sure your brand image stays in good shape. With the incessant influx of reviews being posted, it’s tricky to remember a guest simply from reading their review.
But how can you be sure that a review posted is indeed from someone who has really stayed in your establishment?
At Customer Alliance, we make a point of certifying guest reviews in order to maintain transparency between us and the hotelier, and then between the hotelier and their guests. Thanks to the synchronisation of data relating to a hotel from the PMS and our solution, only those guests who have stayed in the hotel in question are invited to leave a review.
From there, the hotelier can decide, depending on the strategy they’ve decided to adopt, to either direct their guests towards external platforms (TripAdvisor, Google, HolidayCheck), or towards a personalised questionnaire. The data obtained from the questionnaire allows the hotelier to integrate this feedback into their website via our Certificate.
The reviews collected by Customer Alliance are therefore authentic and relate guests’ experience of a hotel in a transparent manner.
Customer Alliance partnerships proving review reliability
It’s also wise to strengthen your visibility on the most visited review platforms like TripAdvisor and Google. Here too, we make a point of verifying that reviews are real. That’s why we’ve redoubled our efforts to build strong partnerships with the big players like TripAdvisor, HolidayCheck, Google and Trivago.
We are certified TripAdvisor Platinum Review Partner, which highlights the authenticity of the reviews collected by Customer Alliance. In addition, the collection of Google reviews via our post-stay satisfaction questionnaire is also certified.
TripAdvisor places particular emphasis on the need for truthfulness. The company specifies, if applicable, that a review like the one shown below comes from an establishment that uses Customer Alliance.
We’ll now take a look at how to gather certified reviews.
Collecting reviews: ok, but how?
You’ll be able to collect certified reviews if you ask your guests to leave reviews for your establishment. The collection process of Customer Alliance as well as the quality of the reviews gathered make it a reliable source for your hotel.
Customer Alliance enables you to invite guests to leave reviews in two ways—by email or text. Consequently, your response rate is optimised significantly. Only your guests can receive these invitations, which means there is no possibility of receiving a fake review.
There are also other ways of getting feedback from your guests. We’ve implemented a pre-stay invitation, as well as requests sent during the stay. Accompany the guest at every stage during their stay and help meet their needs in all circumstances.
Read how we can help businesses improve here or see 5 reasons to use a tool to manage online reviews.
To conclude…
If collecting reviews is important to ensure online visibility, then collecting authentic reviews is vital to reassure potential guests. CA customer alliance GmbH is committed to transparency. We provide functions which enable you to check where reviews come from, either through our questionnaire or through our partners, like TripAdvisor.
Want to know more about the authenticity and quality of Customer Alliance reviews? Contact us now! One of our experts will be happy to answer your questions in a free demonstration.
