We all know the impact a good, or bad, review can have on your hotel. Today, Hotels.com™, part of the Expedia® group, reveals the winners of its Loved by Guests Awards 2016 – a program which celebrates hotels with the best review scores from 20 million genuine traveller reviews. Twenty-four hotels in Australia have been awarded the top honour.
More than 2,700 hotels across 94 countries have been classed as outstanding and awarded the top Hotels.com Loved by Guests gold award, after achieving an average guest review rating of 4.7 or higher (out of 5). The Hotels.com Loved by Guests Awards are based on authentic, trusted reviews left by travellers who have actually stayed in the properties, meaning the hotel guests are the real judges.
Traveller reviews have grown in importance in recent years with more than eight out of 10 travellers now saying they find user reviews important and almost half claiming they won’t book a hotel that doesn’t have reviews.
“Reviews drive consumer perceptions, and positive perceptions result in more bookings. We encourage our hotel partners to keep customers engaged before, during and after their stay as this can impact whether a guest posts a positive or negative review. We’re proud to have 24 hotel partners win the award in Australia – this is a great accolade,” said Drew Bowering, Director of Market Management, Australia for the Expedia group.
Hotels.com Loved by Guests winners in Australia include:
|Pullman Quay Grand Sydney Harbour||Sydney|
|Adge Boutique Apartment Hotel||Surry Hills|
|Best Western Kennedy Drive Motel||Tweed Heads|
|Pumphouse Point||Lake St Clair|
|Capri By Fraser, Brisbane||Brisbane|
|Le Cher Du Monde||Port Douglas|
|Mantra Boathouse Apartments||Airlie Beach|
|Emporium Hotel||Fortitude Valley|
|Peppers Soul Surfers Paradise||Surfers Paradise|
|The Glen Hotel & Suites||Eight Mile Plains|
|Empire Apartment Hotel||Rockhampton|
|Argosy On The Beach||Clifton Beach|
|Oaks Grand Gladstone||Gladstone|
|The Langham, Melbourne||Southbank|
|Racv Torquay Resort||Torquay|
|Seafarers Getaway||Apollo Bay|
|Avenue Hotel Canberra||Braddon|
|Cradle Mountain Highlanders Cottages||Cradle Mountain|
To help hoteliers engage with guests and manage travel reviews, the Expedia group’s Expedia PartnerCentral (EPC) platform provides partners with an array of easily-accessible tools.
EPC Conversations is designed to be an easy to use tool that opens the lines of communication between booked guests and hoteliers via a message centre. Guests can start a conversation by asking a question or submitting a special request at time of booking. Alternatively, the hotelier can reach out directly to the guest. EPC Conversations is currently being released across Australia.
Real-time Feedback provides hoteliers with feedback from travellers in real-time, enabling hoteliers to act on that feedback and potentially avoid a negative hotel review. Shortly after check-in, customers receive an email asking them three short questions about their room, check in and the location of the hotel. Guests respond through a fun, intuitive interface and their feedback is shared in real-time with the hotelier via an email or app notification and through Expedia PartnerCentral, giving them the opportunity to quickly act upon the feedback provided.
More than 4.1 million responses have been received from guests since Real-time Feedback launched and properties using the tool experiencehigher post-stay review scores of up to 10 percent.
Finally, Guest Reviews provides a platform for hoteliers using EPC – via a PC on their mobile app – to respond to post-stay reviews on Expedia group sites – including Hotels.com – and offers top tips for managing reviews.
Each Loved by Guests hotel will receive a framed certificate and window sticker to display on-site at their location. Hoteliers will also be able to showcase their guest review rating on their social and digital platforms by downloading a special widget. Hotels.com will also promote the winners across its sites and via special marketing emails.
Hotels.com is also encouraging travellers to share their most memorable hotel accommodations on Facebook, Twitter and Instagram using the #LovedbyGuests hashtag. Learn more about the top guest rated hotels here: https://www.hotels.com/deals/loved-by-guests/.