88 – Top 5 Sentiment Tags in 2021

Suite Spot: A Hotel Marketing Podcast

In this episode of the Suite Spot, host Ryan Embree and Product Director Patrick O'Brien discuss the top 5 sentiment tags of 2021. With the end of the year drawing near, now is a great time for hoteliers to look back at the data so they can make informed decisions about their hotels going into the new year. Listen and discover as Ryan and Patrick break down the numbers and provide valuable insights. If you are interested in learning how Travel Media Group's advanced sentiment reporting can help your hotel, call or text 407-984-7455. Suite Spot Podcast · 88 - Top 5 Sentiment Tags 2021 Episode Transcript Our podcast is produced as an audio resource. Transcripts are generated using speech recognition software and human editing and may contain errors. Before republishing quotes, we ask that you reference the audio. Ryan Embree: Welcome to Suite Spot, where hoteliers check-in and we check out what's trending in hotel marketing. I'm your host, Ryan Embree. Ryan Embree: Hello everyone, and welcome to another episode of the Suite Spot. This is one of my favorite episodes that we do every single year. I believe this is now the third year that we've done this with one of my favorite guests, as well. You've heard him on the Suite Spot before, but we're going to welcome him back today, Patrick O'Brien, our Product Director at Travel Media Group. Patrick, welcome back to the Suite Spot. Patrick O'Brien: Thanks so much, Ryan. I'm glad to be here. Ryan Embree: So let's talk a little bit about what we're going to be doing today. As you've heard on this podcast, Travel Media Group, we are one of the leaders in reputation management, as well as responding to reviews all over the hospitality industry. And with that comes a lot of data. We are just so focused on helping hotels with their reviews that we read quite a number of them throughout the course of an entire year. We actually go the extra mile and looking at specific sentiment tags. So what we do on this episode is we give you, the listener, a really great idea about over the course of 2021, what are guests talking about? What are the top five tags that guests are mentioning in their reviews? And we go even further and dive into how they're feeling. So to give you an idea of the sheer number of reviews that we're talking about, Patrick, I always love to ask because I just think it's so fascinating and pretty incredible to look over the course of a year. How many reviews is your team responding to just a month? Patrick O'Brien: So, yeah, so this year has been really interesting for our team as we have seen review flow pick back up as the year's progressed to be really more in line with 2019. We had our highest month in July and we responded to right around 22,000 reviews that month. And it's, it's stayed pretty steady throughout the year. You know, the first couple of months were a little bit slower, but starting around March, everything really started to pick back up. But to put that in perspective in July of 2019, our hotels in the Respond and Resolve program, averaged 59 reviews for the month and in July of 2021, they averaged 57 reviews. So we are definitely starting to see a return to the pre-pandemic review flow. Ryan Embree: You know, it was so interesting as, obviously, the pandemic started to come across the country, to see all these different metrics engages to see how the industry was doing. Obviously, the important ones that hoteliers were looking for was occupancy and ADR and how that was impacting their just overall bottom line. But you also start to see that in review flow. So it's a very, very comforting fact to know that not only are our guests coming back in this recovery, but they're starting to leave more feedback. And we've talked about on this podcast before the importance of feedback and how that can lead to a blueprint and perfecting that guest experience. So part of perfecting that guest experience is to actually not just see the ...