SAN FRANCISCO April 25, 2019 – Revinate, the software as a service (SaaS) company that helps hoteliers make the most of every guest, today announced its analysis of Q1 2019 global hotel reputation data. With a 22% increase in management responses to reviews year over year, it’s clear that hoteliers are finding value in not only paying attention to online reviews, but also publicly responding to guests.
Management responses to both positive and negative reviews increased in Q1. The largest growth in response rate in Q1 came from 4- and 5-star reviews, which increased 23% year over year. 1-star reviews continue to have the highest response rate in Q1 at 38%, growing 17% year over year.
According to Kelly Robb, VP of Marketing and Growth at Revinate, “The fact that 1-star reviews receive the highest response rate shows how far hoteliers have come in protecting their online reputation. While it’s easy to thank a guest for a glowing review, addressing complaints isn’t as natural for most hoteliers. We’re thrilled to see the continued growth in management response as it sends a clear message to guests that their feedback matters.”
Also of note in the analysis, Google continued to grow its lead as the number one online review aggregator by increasing its share from 35.54% of total reviews in Q1 2018 to 36.45% in Q1 2019. Revinate reported on Google’s rise in the 2019 Reputation Benchmark Report, unveiling the new leader while discussing a consolidation of reviews with the top 3 aggregators. In Q1, the top 3 aggregators had 83.29% of the market.
Visit the Revinate blog for the full analysis of the 23M reviews analyzed in Q1.
The Revinate guest data platform is built to help hotels know, earn, and delight valuable guests like never before. We make it easy to build richer, more personalized relationships with your guests. Revinate counts tens of thousands of the world’s leading hotels as customers and has won numerous awards for its Software-as-a-Service solutions, including 2019’s Top Rated Email Marketing and CRM Product by Hotel Tech Report. We make technology work for your hotel, so you can make the most of every guest.
For more information, visit www.revinate.com.