Published
Video length: 4 min
Hotels and restaurants: online reviews have become the crux of the matter for establishments
The hotel and catering industry must now deal with the reviews of their customers online. A new essential factor for establishments, which can serve as a springboard as well as sink a business.
To choose a restaurant, what could be simpler than consulting the reviews left on the internet? To collect as many positive reviews as possible and increase his rating, the owner of a well-rated restaurant in Saint-Étienne (Loire) insists on customers. All are “important”he said. For 100 euros per month, the restaurateur uses a start-up specializing in digital reputation to manage his online reviews. Rule number 1: respond to all reviews, negative as well as positive.
But this system can be troubled by fake reviews. This is what Raoul Salama, owner of luxury guest rooms in a castle in Burgundy, experienced. Two false reviews were posted on his establishment’s page, reducing his rating. He has since started a legal battle to have them removed. The DGCCRF strives to uncover false reviews and has even created its own software for this.
Watch the full report in the video above