In this episode of Suite Spot, Ryan Embree discusses the importance of user-generated content in the hotel industry. Ryan shares where to locate user-generated content about your hotel online and how to leverage that information to better your business. He provides best practices on how to find issues shared in user-generated content like reviews and social media posts, and tips on how to fix the issues. Ryan also demonstrates how TMG OneView can help hoteliers easily consolidate all the user-generated content online about their hotels. If you have any questions about user-generated content or how Travel Media Group can help your hotel, reach out to us by either 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. Ryan Embree: Hello everyone, welcome to another episode of the Suite Spot I am your host, Ryan Embree. Thank you for listening today, we've got a great episode. Today we're going to talk about something that is very prevalent in the hotel industry. I know that we talk about it all the time to our hotel partners and that is user generated content or UGC. User generated content is defined as any form of content such as images, videos, text, and audio that has been posted by users. So in the hotel industry that would be our guests, our travelers - platforms like review sites, social media platforms, this is where our guests are posting that sort of content. And in the hotel industry we're really starting to see the evolution of user generated content and where it fits into the decision making process when travelers are doing their research. We're starting to see a blend of both social media and review sites. Ryan Embree: So today you can leave reviews on social media sites like Facebook and do those recommendations, but you could also create a personal profile on review sites like TripAdvisor. So again, this user generated content is starting to blend more and more. And the good news is that there's more content than ever before out there about your hotel online, but it's bad news if you don't know what to do with that. So in this episode, what we're going to look at is really how you can leverage that user generated content to navigate any sort of potential pitfalls or problems that you can uncover at your property and really capitalize on any opportunities that you can really mine from this data out there. So where can you find the data you need to identify potential pitfalls or even take advantage of those revenue opportunities? And that's everywhere. Reviews, social media, all of that user generated content. Ryan Embree: Now you would think with guest reviews, it's easy to identify those pitfalls and problems, right? Because that's exactly what a review is. It's telling you what you're doing right and what is wrong with your hotel. Now that's true in some ways, but let's walk through this story. A traveler checks into your hotel. They're extremely tired from a long drive and just want to to sleep, right? We've come across those guests all the time. They just want a place to rest their head after a long day. At home this guest prefers a harder than normal mattress to support their back, especially after being in a car all day driving. Now this guest happens unfortunately to be next to some very loud neighbors, but instead of calling the front desk, they stay in their room getting more and more upset with each hour that passes. The next day after checkout, this guest leaves a one star review about your property, complaining about the softness of the mattress and the noi...