#hospitalitymanagement #experience #onlinereview #human | Thibault Catala | 11 comments
📈 In 2022, a European study highlighted breakfast as a top-3 hotel selection driver, following location and price/value. Reviews impact demand and RevPAR, with 80%+ of travelers trusting online reviews more than official websites. Most negative reviews stem from service quality. Reputation influences profitability, and review scores predict satisfaction and return intention. Hospitality success hinges on human emotions, not just tech or revenue management, emphasizing the industry’s human-centric nature.
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