Hospitality industry keeping an eye on online reviews

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VANCOUVER (NEWS1130) – Travel websites like Expedia and TripAdvisor are giving people a voice when it comes to customer satisfaction.

But the hospitality industry says travellers need to do their homework before passing judgment. Many hotel owners now hire outside firms to keep track of what customers are posting online.

Jean-Luc Barone with the Westin Bayshore says they respond to both the negative and positive review. “[The] media has become very influential in the decision-making process of potential travellers.”

Some hotel owners in the states are taking legal action against the website TripAdvisor. They argue some of the comments cross the line from honest criticism to unsubstantiated inflammatory claims.

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