A monumental shift in the hospitality industry has occurred. Whether you’re listening or not, consumers are using reviews and social media to publicly discuss your hotel. This is happening right now, every day.
On review sites, blogs and social networks, the perception of your property is now controlled largely by consumers. The initial reaction of many hoteliers is to ignore this new reality. That sort of reaction will cost them. Smart hoteliers understand that the game has changed, and they need to get with the new program.