Reviews prompt 73% of UK hotels to improve their service

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Nearly three quarters (73%) of UK businesses have taken steps to improve service as the result of an online review, according to a survey of over 100,000 respondents by TripAdvisor.

The findings come as TripAdvisor unveiled a new Guide to Writing Helpful Reviews, with review-writing tips for consumers based on a survey of over 100,000 travellers and hospitality business owners.

The survey also found that 85% of UK hospitality businesses agree that online review sites like TripAdvisor have a had positive impact on the industry and service standards.

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Nearly two thirds (59%) of UK businesses say they check their reviews ‘whenever a new review comes in’.

Jackie Grech, policy director, British Hospitality Association, commented on the launch of the guide: “TripAdvisor reviews are of critical importance to the industry which aims to provide the best service and offer to guests. It is a great thing for the industry and customers to have a guide that emphasises the importance of customer reviews and to take care to use that powerful voice to provide a useful, honest, realistic review of your experience on TripAdvisor.”

“With more than 200 million reviews and opinions and growing on TripAdvisor, we wanted to provide new and seasoned reviewers with insights from our passionate community – from what motivates them to contribute, to the top tips for writing helpful reviews,” says Barbara Messing, chief marketing officer, TripAdvisor.

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