Service, service friendliness and management are the categories most likely to improve a hotel's online guest review performance, according to hotel review platform TrustYou's 2020 Review Insights Report, released Tuesday. The top categories for negative impact on performance are for room maintenance, the bathroom and room cleanliness, which likely will be scrutinized more closely given the current coronavirus outbreak.
TrustYou analyzed 145 million reviews for the report, which calculates "hotel impact scores" that rate such elements as room cleanliness, service, management and room maintenance. The reports are available in global and regional versions and break down a market's growth, the economics behind it, traveler demographics, activity and preferences.
The global report also shows that 77 percent of worldwide business travelers have booked hotel rooms via mobile, and that 89 percent of business travelers prefer to use mobile apps as the way to research and plan their trips.
Earlier this month, TrustYou introduced its Travel Health Index in order to benchmark hotel review activity by country during the Covid-19 crisis. The company began collecting and analyzing hotel reviews in 2008 and currently covers more than 800,000 properties worldwide.
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