This week on our eTourism: Communication Perspectives MOOC I will talk about Hotels’ communication strategies to respond to online reviews: how do hotels manage online travel reviews? How could this practice be improved?

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Further readings:

• Borré, A., De Ascaniis, S., Marchiori, E., Cantoni, L. (2014). Online Hotels Reviews. Practices of Listening and Dialogue. White paper freely available at http://www.webatelier.net/report-online-hotels-reviews.
• De Ascaniis, S., Borrè, A., Marchiori, E., Cantoni, L. (2015). Listen to your customers! How hotels manage online travel reviews: the case of hotels in Lugano. Information and Communication Technologies in Tourism 2015 (Proceedings of the International Conference in Lugano, Switzerland, February 3-6), Springer, Berlin – Heidelberg, pp. 59-72.