Main keys
- The Y generation or Millenials are really sensitive to guest comments compared to the older generation- They like to communicate and exchange.
- According to Review Pro, almost all the guest (90%) participating to the study are influenced in their buying decision by the comments left by the guests.
- The Y generation is more willing to try new products, which increase opportunity for the hoteliers, especially the independent ones to offer new products. example : getaroom concentrates on two ranking systems : with points and with the TripAdvisor guest comments rankings.
What is the impact for the hoteliers?
Hoteliers have the possibility to have an impact on the comments left by guest by answering to them, and by choosing rather to show them or not. They have the possibility to select the different comments that they want to highlight.
Hoteliers have a control on it. They can influence the guests, by suggesting them to leave a comment, especially the guest that enjoyed their stay, and that will leave a positive comment.
What we can notice with te Y generation is that they are looking for new experience that could have an impact on their life. This fact incite marketers and hoteliers to develop new concepts and have a very wide "word of mouth" communication system.
Do we agree?
We do agree, that the Y generation is nowadays very important in contributing to the success of the reputation of the hotel. Our communication has to be adapted, and taking care of the guest reviews. We should strongly encourage them to share their feeling about the hotel and talk about it. We should listen and pay attention to what they have to say in order to improve ourselves as hoteliers. Nonetheless, we mustn't forget to be careful, and do it properly and manage it well in order to avoid too many bad comments, and show our concern about customer's experience.
