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Reputation Management

Why Social Media and Online Reputation Management is Important for Your Business

Consumers are increasingly talking about your hotel in multiple online channels such as TripAdvisor, Yelp, OTAs - Expedia, Priceline, Travelocity, etc, and social media channels such as Facebook, Twitter, and Youtube. If you feel that's overwhelming, it's important to know that we are only at the beginning of the imminent social media explosion and the online activity in these channels is bound to increase. The most important question on a hotelier's mind is - "Should I care?" The answer is absolutely and emphatically - YES! Some of the reasons why hoteliers should care are:


Monitoring Conversation

Monitoring Conversation


People are talking about you and your hotel. If you don't take part in the conversation, you leave open the possibility of people saying things that may not be particularly true. On the other hand, you may miss opportunities to know what people find cool about your property.

Booking Rooms

Booking Rooms


Monitoring and managing online reviews is key and will continue to increase in importance as search engines and consumers use reviews to determine the best hotels in a market. Most consumers will check online reviews or pay special attention to their friends' recommendations prior to booking rooms.

Search Engine Placement

Search Engine Placement


Google and other major search engines are giving increasing importance to reviews for placement of your hotel on search results. eBuzz Connect™ helps identify what keywords are used to describe your hotel and provides invaluable insights for your hotel's internet marketing and SEO strategies.

Building a Loyal Customer Base

Building a Loyal Customer Base


Interacting with your online guests will build a loyal customer base. With the help of social media and online reviews channels, these happy guests can turn into advocates who rave and endorse your hotel publicly online.

Understand Your Customer

Understand Your Customer


Social media and online reviews channels are today's guest comment cards. Spending the time to review these channels can help hoteliers understand consumer behavior - learn about guests' experiences, spot customer trends, and determine influential factors to consumer buying decisions. It also gives feedback on customers' perception of your product and your brand and can provide useful suggestions to improve your product.

Gain Competitive Insight

Gain Competitive Insight


Use eBuzz Connect™ to learn what travelers like and dislike about competing hotels. Discover what other hotels are doing right so you can implement similar strategies for your hotel. Also, find out what they're doing wrong and learn from their mistakes.


Social media and online reviews will continue to increase in importance and will have a direct impact on your revenue and profitability. With the proliferation of channels where consumers are leaving reviews, the complexity of monitoring and managing reviews increases significantly. Milestone's eBuzz Connect™ tool helps hotels monitor and manage social media mentions and online reviews.