Reviews, Ratings and Trust
Tourism, Hotels and Restaurants
Travel sites, maps and food apps have changed how people choose where to eat and stay, giving local businesses global reach and making reputations fragile.
Ratings shape travel.
Reach
A small guesthouse can attract visitors worldwide through good reviews.
Fragility
A few bad reviews can hurt a business, sometimes unfairly.
Responding
Owners can reply to reviews to show accountability.
Behaviour
Some businesses game reviews or pressure guests.
A response
A hotel owner apologises for a slow check-in and offers a fix.
Ignoring owners' side of the story
Responses provide context.
Key takeaways
- Reviews boost small firms' reach.
- Reputation is fragile.
- Owners can reply.
- Gaming happens.
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