-by Reputation Maxx
Every year, resorts lose millions of dollars on rescission. Oftentimes, these high rates can be attributed to the way that the resort looks online. The situation oftentimes pans out as follows:
A vacationer will buy into a timeshare, excited about all of the benefits that they will receive and all the memories that they will make with their friends and family while enjoying their getaways. However, once they have bought in, they will start to do their research about the resort or the sales person who sold them their package. If they find negative reviews and information, they will be much more likely to cancel their membership.
One of the most popular places that travelers will look is TripAdvisor. Used by hundreds of thousands of people, there are countless reviews on this seemingly all-powerful and oftentimes-dreaded website. There are, however, many steps that resorts can take if they have accrued a number of negative reviews.
The first step to take is to start utilizing the TripAdvisor Managerial Platform. It is a known fact that 70% of resorts do not take advantage of this crucial tool that can dramatically help to improve their online presence. If they do use this tool, they oftentimes do not use it correctly or to its full potential.
“Most resorts are unaware, for example, that if someone claims to have been scammed there and posts an extremely negative review, but has not actually stayed at the resort, and you can prove this, then you can contact TripAdvisor to get the review taken down,” said reputation expert and President of Reputation Maxx, Walter Halicki, Jr.
In addition, Mr. Halicki warns resorts to not just leave the same generic “thank you” message to everyone who posts a positive review. People want to feel special and as if their opinion is valued and matters. Posting a generic, “We appreciate your feedback and hope that you will come and stay with us again,” response to a glowing review makes it seem as if the resort does not really care about what its guests and members have to say.
“It’s important to always post a personalized response, whether the review is positive or negative,” said Walter Halicki, Jr. “In fact, it’s usually more important to leave a personalized response on a negative review. It’s imperative that you apologize for the fact that the guest or member had this experience, and urge them to contact you directly so that the issue can be resolved. None of this can be done, however, if you don’t utilize the tools that TripAdvisor has created and that are readily available to each and every resort.”
When it comes to other review sites, it can be much harder to address negative postings. While it is unlikely that the resort or salesperson can get this negative content removed from wherever it has been posted, it is, however, possible to force it off of the first page of search engine results through effective online reputation management. In the past several years, as more and more people look to the Internet as their primary source of information, it has become more important than ever before to look good online.
When searching for online reputation management companies, there are literally hundreds to choose from. However, few have the expertise or knowledge to understand what resorts and salespeople are up against in today’s market.
“Not all reputation management companies are created equal,” said timeshare reputation expert and CEO of Reputation Maxx, Walter Halicki, Sr. “There are plenty of companies out there who will simply open a bunch of profile sites and never put anything on them. There are companies that will open up all kinds of social media accounts, and when their clients go sideways, they refuse to give them the log-in information, which is known in our industry as ‘brand jacking.’”
“The problem with these other reputation management companies is that they have never sold timeshare a day in their lives, whereas we have,” continued Mr. Halicki Sr. “We understand what you’re facing. We know how much high rescission rates hurt.”
For more information about the reputation management services that Reputation Maxx offers timeshare resorts and travel clubs, visit http://reputationmaxx.com.