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Published on : Wednesday, June 22, 2016
Nearly two thirds of all customer feedback on hotels across Europe was positive in 2015, according to a joint report by Revinate and Colliers International. Furthermore, the higher the star classification of the hotel, the more positive the review is likely to be (the number of positive reviews on five star hotels was 80%, compared to 70% on four star properties). Revinate/Colliers research is based on the analysis of 4.7 million reviews on more than 4,600 hotels across Europe.
Overall highlights from the Revinate/Colliers report:
Dirk Bakker, Head of EMEA Hotels Colliers International said: “In today’s internet-led world the hotel industry has been forced more than ever to take guest feedback seriously. Where in the past hoteliers who offered a poor service might suffer from criticism passed on by word of mouth, now they are faced with an abundance of online reviews sites – like Tripadvisor and Booking.com – where customers can air their opinions giving those offering poor service nowhere to hide. Customers can express what they like or dislike about a hotel experience, and these customer reviews have become a major deciding factor for people when booking their next hotel.”
Maarten Plesman, VP EMEA for Revinate said: “Colliers’ perspective is rooted in the observation that 93% of travelers worldwide say online reviews have an impact on their booking decisions. Around the globe hotels trust Revinate with their online reputation and we have incredible data on hotel performance in terms of guest satisfaction. With this report we want to help hoteliers understand how they are benchmarking in their relative markets around Europe.”