In this special edition of the Suite Spot, we take a look at the Top 5 trending tags in online reviews today. Host, Ryan Embree is joined by the leader of the Travel Media Group review response team, Patrick O’Brien. Patrick and Ryan countdown each review sentiment tag, explaining what Patrick’s team looks for in the review and how they approach their response. They also give valuable tips on how to market the tags that are trending positively for your hotel and fix the tags that are trending negatively. If you are interested in joining Travel Media Group as an online review response partner, you can reach us by calling or texting us at 407-984-7455 or email us at info@travelmediagroup.com. 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. Welcome to another edition of the Suite Spot, today we have a very special edition which is focused all around review response and with me today I have a very special guest, Mr. Patrick O'Brien, aka Mr. Review Response, he's our product development manager at Travel Media Group and he runs our respond and resolve department. Patrick want to welcome you to the Suite Spot. Patrick O'Brien: Thank you for having me. Ryan Embree: Today, we're going to do something I'm really excited about because Patrick, you and your team have been very hard at work, we're going to get to some numbers here in a second, but we're going to go through the top five sentiment tags that we find in reviews. So just to give our listeners a little bit of a background on the respond and resolve solution, how many reviews does your team respond to a month, right now? Patrick O'Brien: Right now we're probably averaging around 22,000 - 24,000 reviews for hotels each month. They vary from positive to negative across the board. Ryan Embree: 22,000 - 24,000 that isn't an incredible number. So you and your team are extremely busy. You also shared with me before this episode, year to date. So in 2019 we're over 135,000 reviews that your team has responded to. So you guys really are the experts in hotel review response. Now when we talk about tags, can you kind of explain what I mean by a sentiment tags within a review? Patrick O'Brien: When most people look at review response, the idea is I've gotta, you know, follow up with this customer who left me some type of feedback. But I think when you actually look at reviews, they're probably some of the best business intelligence that you can get cause these are people letting you know in high volume what's working at your hotel and what's not working at your hotel, and ideally for what's working at your hotel, what people who are coming to your market and specifically coming to your property are really excited about, what's adding the value to that stay. So we've identified about 45 to 50 different elements and so we look for those in every review. That allows you to take really what is very subjective with a, you know, a review that's been left and quantify it and break it down into what was that review really about? Were they talking positively about the cleanliness of the property, about the sleep quality at the property? Some of the amenities that I offer, did they like them, do they not like them? For me, the sentiment tags and the reporting also can help a hotel really dive into when they are looking to either justify or to make capital investment decisions. You can use that analysis and that data that's collected in all of those reviews to let you know, if I'm going to spend $500,000 to make improvements at my property out of these options, what is it going to give me the best bang for my buck?