The Innkeeping Blog

Nearly 300 innkeepers submitted their stories of hardship, grievance and praise for TripAdvisor when I asked the industry to share thoughts and opinions of how this site impacts the businesses and lives of innkeepers. Innkeepers spoke up and continue to send me emails almost daily on the subject. There is no doubt of the need for PAII to facilitate a conversation between our industry and TripAdvisor. The conversation began just a couple of weeks ago, when I visited with TripAdvisor CEO, Stephen Kaufer, and some of his top staff.

Distilling 300 different stories and perspectives into a succinct message was a difficult task (and I read every single one of them), yet some patterns emerged. With only an afternoon with TripAdvisor, I had to pick some of the most pressing matters to bring to the table.

My meeting with Kaufer and others (Brian Payea, Director of Trade Relations, and Tricia Oliveira, Manager of Hotel Relations and Fraud) was 3 hours of rapid-fire questioning. It must have felt like a deposition to them. I found their team to be very reasonable and willing to listen and respond to the issues we are bringing to the table. I was pleased to leave the meeting with what seemed to be some agreement for certain changes and a commitment to keep discussing other matters that couldn’t be solved in one afternoon. As expected, there were some requests and ideas I brought to the table on behalf of innkeepers, which were not met with agreement.

Read more »

The presence of TripAdvisor in our marketplace is the definitive double-edged sword, and a very sharp one at that. On one side of the sword you have the opportunity for exposure to millions and millions of visitors to their web site, and the chance for potential guests to read glowing reviews from REAL PEOPLE who stayed at your inn. And you don’t even have to pay membership fees or a commission on bookings! If you have frequent and recent positive reviews, you might even get a high ranking in your marketplace. Nothing like being able to say “Ranked #1 by TripAdvisor in XYZ City” on your web site. On the other side of the sword you have the frustration and fallout of negative reviews (real, embellished or just plain false – many times with no recourse). There are features of the site (both obvious and subtle) that move visitors away from properties that do not share a piece of the revenue with the triumvirate of Expedia.com, Hotels.com and/or TripAdvisor, and towards properties that do (by-and-large hotels). And how many of you have been simply threatened with negative reviews on TripAdvisor? A double-edged sword indeed.

TripAdvisor has been lightly involved with PAII, having attended our 2007 convention in Myrtle Beach as an exhibitor and speaker, and sending a representative to participate in our State of the Industry panel discussion at the 2008 event. I’ve had some chats with their senior staff about various issues from time-to-time. Recently, though, I approached TripAdvisor about having a better working relationship. After all, there are over 15,000 B&Bs and inns on their directory (we help bring traffic in their direction), and their impact on our industry is indisputable. I shared with the membership that I have been intending to step-up PAII’s dialogue with TripAdvisor. I’ve received several different opinions on the way in which we should or should not deal with TripAdvisor, ranging from organizing a class action lawsuit to seeking an official advisory position among their leadership. I’ve been advised that we should become close allies with them, as well as criticized for giving them more significant deference than the online review sites born in our own innkeeping industry. While the best path forward hasn’t been cleared yet, there is no arguing against the need for someone to represent the interests and concerns of our industry with TripAdvisor.

TripAdvisor has a power-grip on the online review phenomenon in the lodging industry, but there are indeed other players. BedandBreakfast.com has a robust online review system, and BnBfinder.com and iloveinns.com have opportunities for guests to leave reviews of properties listed with their directories. While I hope we don’t see more and more online review programs in our industry, thereby further frustrating innkeepers (who seem to have enough trouble suggesting guests leave reviews online in the first place), I do think innkeepers would do themselves and this industry a favor by supporting the review programs of online B&B directories. It wouldn’t take much to include links in your thank you emails and on your web sites to your review pages on BnBfinder.com, BedandBreakfast.com or iloveinns.com. Your most satisfied customers might want to leave positive reviews all over the internet, and your potential guests may want to read reviews on sites OTHER than TripAdvisor – so help them out! Plus, competition can be a good thing.

Read more »