The Role of Online

Guest Reviews

& its integration

into Hotel

Classification

Systems

By Anita Blomberg

Online consumer behaviour

Online consumer behaviour

Online consumer behaviour

Correlation

Average ranking vs score

CategoriesH

ote

l cla

ssific

atio

n • Room

• Service

• F & B

• Access

• Services

• Communication

• Bathroom

Gu

estre

vie

ws • Room

• Service

• F & B

• Location

• Staff performance

• Value for money

• Cleanliness

Integration models

CH

Recommendations

-on how online

guest reviews can

improve service

quality

Impact on hotel performance

• Satisfaction

• Increase rate

• Improve product

RevPAR improvement

Impact on service quality

• Transparency

• Reflection

• Surplus invest

• Awareness

• Employee pride

Service improvement

Improvement of quality

Thank you!

Anita BlombergCritical opinion

anita@blomberg.as

For the report visit:

Visit unwto.org