Best practices in handling online hotel reviews

Found this blog article on the HotelMarketing.com website which I feel identifies the lack of engagement of tourism businesses with user generated content websites like TripAdvisor. Yes, people can abuse it, yes some business owners write their own reviews but as mentioned in the article:

it’s critical for hotels to regain control and take the appropriate action.

According to TripAdvisor only 4% of negative reviews get a reply. What does that say about the tourism industry? See the full article on best practice of online reviews here with some good tips of Jonathan Barsky and Cindi Frame here:

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