TripAdvisor has launched a private review feature which allows hoteliers to receive confidential feedback.
The extension to Review Express – which automatically emails guests post-stay, prompting them to leave a review – allows hoteliers to choose seven questions, from a range of questions created by TripAdvisor, to build a customised guest satisfaction survey.
The feedback results, which are only accessible for the owner, will have no impact on the ranking or rating of the hotel.
Minesh Shah, senior director of global hotel partnerships at the company, said: “We know that both reviews and private feedback play an important role in helping hoteliers optimise operations and build customer loyalty.
“This is why we worked closely with business owners to create a free tool enabling them to gather valuable guest feedback in a simple and efficient way. The private survey extension takes the Review Express feature to the next level, helping small and independent accommodation gain additional insights from reviews by asking targeted, specific questions to identify improvement opportunities.”