Service, service friendliness and management are the
categories most likely to improve a hotel's online guest review performance,
according to hotel review platform TrustYou's 2020 Review Insights Report,
released Tuesday.
The top categories for negative impact on performance are
for room maintenance, the bathroom and room cleanliness, which will likely be
scrutinised more closely given the current coronavirus outbreak.
TrustYou analysed 145 million reviews for the report, which
calculates "hotel impact scores" that rate elements such as room
cleanliness, service, management and room maintenance. The reports are
available in global and regional versions and break down a market's growth, the
economics behind it, traveller demographics, activity and preferences.
The global report also shows that 77 per cent of worldwide
business travellers have booked hotel rooms via mobile, and that 89 per cent
prefer to use mobile apps as the way to research and plan their trips.
Earlier this month, TrustYou introduced its Travel Health
Index in order to benchmark hotel review activity by country during the
Covid-19 crisis. The company began collecting and analysing hotel reviews in
2008 and currently covers more than 800,000 properties worldwide.