Introducing the App Store API

Want to add HTR product ratings to enrich the experience for your user's in your app store, integrations page or marketplace?

The App Store API gives forward thinking media partners, app stores, marketplace facilitators and service providers API access to HTR's data set allowing approved partners to easily enrich their product with HTR ratings and reviews to add helpful context for users and bring your app stores to life. 

Learn more


New Site Wide Navigation Mega Menu & Vendor Toolbar

Introducing the all new mega menu and vendor toolbar!

New Site Wide Navigation Mega Menu

The site wide navigation is the main way that users navigate HTR and now the new design creates focused department based hubs of categories, products and content front end center throughout the user experience.

New Vendor Toolbar

Along with the new site-wide navigation comes a redesigned vendor tool bar to replace the old design.


New Sub-Categories Pages

As of this week we're rolling out redesigned sub-category pages.  These pages will serve as hubs for relevant content about each sub-category with new filters to help users move beyond a single top solution recommendation and instead help users identify the solution that is right for them.


Key changes: 

  1. 🎯 Segment based recommendations & buyer personas
  2. ⚙️ New data filters to give users the power to find the right fit
  3. 📖 Unified content hub of helpful resources


🎯 Segment Based Recommendations & Buyer Personas

There is no best overall vendor in any given category nor has there ever been just as there is no single best hotel asset.  But to make comparisons amongst hotels asset managers and buyers use metrics like REVPAR and similarly HTR uses the HT Score.  

The reason for this is that popularity is not a strong indicator of fit (or it would just be a bigger is better competition).  Having said that, popularity does tend to be a strong indicator of fit when applying segmentation (ie. most popular for resorts, most popular in Europe, etc).  For example, an mobile ordering solution that is recommended by lots of resorts is more likely to be a good fit for a resort looking for mobile ordering than a vendor who is not recommended by other resorts.

For this reason we have created the new buyer personas that outline hotel types that tend to have unique attributes which lead them to make similar tech purchasing decisions.

At a glance users can now quickly see that there is no one size fits all solution but rather there are different tools that serve different types of properties with unique need.  


⚙️ New data filters to give users the power to find the right fit

The new data filters enable HTR to move beyond a single overall ranking and instead allow users to quickly refine the rankings based on their own criteria including hotel size, city, region, hotel type or even PMS.


📖 Unified Content Hub of Helpful Resources

The new category pages are jam packed with helpful resources for buyers giving them tons of free tools, resources and content all related to the category they are researching including: 

  • Recommended articles
  • Free report downloads
  • Category buyers guide
  • In-depth deep dive (overview, benefits, features, pricing, implementation and FAQs)
  • Related categories

πŸ‡ΊπŸ‡¦ Hospitality for Peace Campaign is Now Live!

We're excited to share that the Hospitality for Peace initiative is now live! (view press release)

We've already raised $52,500 from fellow hotel tech companies to provide much needed humanitarian relief in Ukraine.

CURRENT FUNDING UP TO $324,000! track progress live

On top of that, corporate partners have committed to matching an additional $280,000 when the campaign reaches $100k (view corporate partners)

"Alone we can do so little; together we can do so much." ~ Hellen Keller

Needless to say, we're stronger and can make more of an impact when we work together as a community--and that's where you come in... 

  • In order to unlock the full amount of match donations, we need to raise $100k from the community during the 30-day campaign between now and April 15
  • Hotel tech companies have already donated $52,500 which means we only need to raise an additional $47,500k to unlock the full match donations
  • We need your help to spread the word to your employees, colleagues and customers to make sure we hit the $100k milestone needed to unlock the full corporate match donations

A few easy ways you can help: 

  1. Post on social media to help spread the word
  2. Email your customers and partners
  3. Email your employees & encourage them to share with their network
  4. Add the solidarity ribbon to your website
  5. Make a donation

To make it even easier for you to help spread the word and make an impact, we created copy/paste email templates and graphics for you to use.

We appreciate any support you and your team can provide to help maximize our impact as a community!

πŸ‡ΊπŸ‡¦ Hospitality for Peace (kicking off next week)

Over the past 2 weeks we've been brainstorming ways to provide support to those impacted by the humanitarian crisis in Ukraine.

Our first thought was to make a donation as quickly as possible to a cause that has boots on the ground--so we made a $25,000 donation to World Central Kitchen (WCK).

We've also had a few members of the community reach out asking if we're organizing any community wide initiatives so...we got to work and the Hospitality for Peace Ukraine Relief Campaign was born.

A few reasons we decided to launch this campaign:

  1. Make it easy for companies who want to help but aren't sure the best way to
  2. Rally the community to reach a larger collective audience together to generate more awareness and donations
  3. Achieve corporate matching milestones faster by aggregating donations
  4. Amplify the impact of every dollar donated through corporate matching
  5. Increase the incentive for individuals to help via knowing their donation will make more of an impact

Together with our first few corporate partners, the campaign already has over $250,000 committed to support the relief efforts so please reach out via the live chat if your company is interested in joining the initiative and supporting the campaign.

Even if your company isn't able to make a donation or become a match partner, there are still ways to help by spreading the word when the campaign goes live to help us reach our goal of raising $100k from the community (which will unlock the full corporate sponsor match donations).

We know it's a quick turnaround but given the urgency of the situation we're going to be acting quickly and kicking off the campaign next week so please reach out if your company is interested in joining as a match partner, donor or promoter.

Review Incentive Policy Community Memo & Updates

TL;DR

  • Several pay-per-review incident reports.  We have become aware of several vendors have been offering pay-per-review without knowing that this is against HTR’s incentive guidelines
  • This is against HTR’s guidelines and the rules of the awards.  While this is a level I infraction (least severe), it is still against HTR’s policies and therefore not permitted, in violation of the rules of the 2022 HotelTechAwards
  • Penalties for current HotelTechAwards competition. Vendors caught in breach of this policy will have the reviews from the trailing 30-days be unpublished and will not be counted towards the HotelTechAwards competition as it is against the rules
  • Several vendors have claimed not to be aware of this aspect of the incentive policy.  Several vendors have pointed out that the confusion lies in the fact that other review sites do permit this type of pay-per-review incentive
  • Implications for incentives on the community.  While these reviews are against the rules of the awards competition and HTR’s incentive guidelines, HTR will amend its policy effective January 15, 2021 to permit pay-per-review with fair disclosure in accordance with FTC guidelines.  Incentivized reviews will be clearly designated in the UI and ratings will not factor into overall averages.

HTR Vendor Community,

It has come to our attention that a handful of vendors were unaware of HTR’s policy not to allow direct incentive reviews on Hotel Tech Report so we wanted to reach out to all vendors and clarify HTR’s policies about incentivized reviews to make sure there is no confusion.

Overview of Current Policies & Perspectives on Incentivized Reviews

Since inception, HTR’s policies around incentivized reviews have remained the same which can be found in more detail via the help center.  In summary, HTR’s perspective and stance on incentivized reviews to date has been: 

  1. Reviewing B2B software is not the same as consumer goods.  When a guest is reviewing their hotel on TripAdvisor for example there are intrinsic motivations like scrap booking to catalogue their journeys, building online clout/credibility or sharing an experience with friends.  Reviewing B2B software is quite different in nature and carries lower intrinsic motivation which is why incentives are a helpful tool to gather more feedback and foster knowledge sharing.  Incentivizing a review of B2B software is similar to paying for a survey completion - compensating for a busy individual’s professional time without biasing the content of feedback.
  2. Incentives as a way to thank customers are encouraged.  Incentives are common in the B2B review space.  Companies are asking their users to take time out of a busy work day to help with their sales and marketing by advocating for their product. As such, offering an incentive is not only acceptable but we actually encourage it.  So much so that we even subsidize incentives for Premium Members and have an incentive matching program for basic members
  3. Outreach may never be phrased in a way that introduces bias.  While incentives are encouraged, there are obviously guidelines to follow to ensure that the way the incentive is phrased to the user does not introduce bias into their review.  Specifically, to date HTR has outlined several permitted and not permitted scenarios which vary in level of severity and of which examples can be found below:


Scenario

Explicit bias

Implicit bias

Policy

Infraction Level

1) Randomized giveaway

No

No

✅  Allowed

None

2) Limited giveaway

No

No

✅  Allowed

None

3) Pay-per-review

No

Yes

❌  Not allowed

Level I

4) Pay-per-POSITIVE review

Yes

Yes

❌  Not allowed

Level II


Vendor Infractions & Penalties for Pay-Per-Review

There have been three separate occurrences of vendors in the community being reported for pay-per-review (scenario 3) which is a level 1 infraction but none-the-less, an infraction and against the rules of the HotelTechAwards.  Since the inception of the annual HotelTechAwards four years ago, the rules have explicitly stated that direct pay-per-review is not permitted.  The reported incidents were Level I infractions (scenario 3) and were not found to introduce explicit bias.  Given that there have been several occurrences all claiming that the nuances of the permitted incentives were not clear--vendors identified will not be immediately disqualified from the competition however they will incur the following penalties:

  1. Vendor will have 72-hours to respond to the violation report and show that they have corrected their outreach messaging with screenshot evidence
  2. Reviews collected within 30-days of the correction will be unpublished and will not count towards the annual HotelTechAwards competition.
  3. Vendors who have been reported for breaching this guideline will be marked under close watch for up to 90-days where their account will be monitored closely and reviews will appear in a separate moderation queue where moderators will keep a closer eye on activity.
  4. Vendors in breach will only be permitted to collect reviews via the Review Manager in the dashboard for 45-days where HTR can more closely monitor their activity and outreach strategy
  5. Vendors will receive a strike meaning that any future incidents will incur more severe immediate level II penalties without option to cure


Future Amendments to HTR’s Incentive Policies

Vendors have shared 3 main reasons for the confusion around review compensation rules on the site: (a) HTR allows indirect incentives/giveaways (b) pay-per-review is permitted by other review websites and (c) pay-per-review is common in the B2B reviews space.  

Despite these points, HTR’s current (and historical) policies don’t permit pay-per-review (only randomized giveaways).  After discussing with hoteliers and vendors, we have found the consensus belief that pay-per-review should be permitted if certain conditions are met to disclose incentives to website visitors and hotel tech buyers.

The general governing body for online reviews and issues around consumer affairs is the FTC, which states the following:

  • “Knowing that reviewers got the product they reviewed for free would probably affect the weight your customers give to the reviews”
  • “reviewers given free products might give the products higher ratings on a scale like the number of stars than reviewers who bought the products.”
  • “If you've given these customers a reason to expect a benefit from providing their thoughts about your product, you should disclose that fact in your ads.”
  • “If you’re offering them something of value in return for these reviews, tell them in advance that they should disclose what they received from you.”

In light of community feedback and FTC guidelines, HTR will amend our policies after the current year awards competition to allow for direct incentives when there is fair disclosure (effective January 15th, 2022).  Disclosures will be incorporated into the hotel tech buyer user experience on the Hotel Tech Report platform.  So how will this work?

  • The write a review form will include a field for hoteliers to indicate whether direct compensation has been offered for their product feedback
  • Vendors will have a toggle in their dashboard indicating when they are running a pay per review campaign (on or off platform)
  • Vendors found to be running direct incentive campaigns without using the toggle will have all reviews within 6-months of the incident report immediately marked as ‘incentivized’
  • Directly incentivized reviews will NOT count towards the quantitative ratings averages.  Their volumes will count towards the average review thresholds and geographic targets, however, ratings like customer support, ease of use, etc. will not be included in overall ratings in order to ensure “apples to apples” comparisons amongst all vendors for buyers without the possibility of potential bias

Conclusion

Ultimately, incentives are a positive and encouraged mechanism to thank customers for their time, effort and expertise but all endorsements must reflect the honest opinions or experiences of the endorser (Source: FTC Endorsement Guides).  

Therefore while HTR will be expanding its incentive guidelines to permit direct incentive reviews, these reviews will carry a clear designation to consumers about the nature of the incentive.  Additionally, companies who have been in breach of this rule to date will receive penalties commensurate with their breach to ensure that (a) the behavior is immediately corrected and (b) reviews collected in this manner will not be counted towards the 2022 HotelTechAwards competition but will not be deleted fully from the site as they will be re-added after the competition is over with the new incentivized review designation.

Likelihood to Recommend Rating Into Focus

 Previously the review form used to capture an overall rating and a likelihood to recommend rating.  Since both were essentially two versions of an overall user rating they were duplicative which is why likelihood to recommend was (and always has) been the 'overall rating' factored into the HT Score to avoid duplicative counting of similar ratings.

In order to simplify the review form and show the more important variable front and center, the overall rating (/5) has been deprecated fully to reduce form fields and avoid capturing ratings that didn't count towards scoring and likelihood to recommend now shows in the UI in areas where the overall rating showed previously.  Likelihood to recommend has always been the most important rating in the HT Score and therefore it is being moved front and center in the UI to better reflect its significance.

FAQS

  1. Does this change impact scoring? No, this DOES NOT impact scoring in any way.  It just changes the primary variable that shows in view in notifications, the review form and review manager as the focus variable
  2. Was likelihood to recommend rating captured before? Yes, this variable has always been collected and has always been the most important of the ratings.  The only change is that it used to be on page 2 of the review form, now it is the first question on the first page.

As a result, there are three areas you will see the likelihood to recommend rating surfaced as the focused variable:


1. Moved from Page 2 to Page 1 of the Review Form


2. Moved into Focus in New Review Notifications

3. Moved Into Focus in the Review Manager


♻️ Subsidiary Dashboard Switcher

Managing multiple subsidiary companies and need an easier way to switch between company dashboards? 

Introducing the new subsidiary dashboard switcher 🙌

If you have access to multiple companies' vendor dashboards the company switcher will appear across your dashboards so you can more easily and quickly switch between your subsidiaries' dashboards.

Related update: Discounted membership for subsidiaries Interested in discounted subsidiary membership?

10 Feature Updates to Make Running Review Campaigns Even Easier

This week we're rolling out several new features to the review manager to help streamline your workflows and make it easier to filter through large lists.  

  1. Simplified List Management 
  2. Improved UX
  3. New Workflows
  4. Enriched Exporting


1. Simplified List Management

1a. Clear out customers that you no longer want in the review manager

  • What is it? Ability to select customers and soft delete them from the review manager without losing their event history and timeline. You can also re-add them later and their old status and activity history will repopulate in the timeline
  • How does it help? Remove customers that you don't want to reach out to for reviews to clear out and organize your review manager as your customer list grows.


1b. Clean out your review manager to start fresh with a single click

  • What is it? As you run campaigns over time the review manager continues to build up more and more customers which can make it harder to manage over time.  Eventually, you may get to a point where you just want to start over and from scratch and that's where this nifty new 'start fresh' feature comes in.  Reach out to HTR at any time and we can do a soft reset of your review manager quickly and easily to help you start fresh with your campaigns.
  • How does it help? Reset your review manager to re-start your campaigns and outreach with a clean slate


1c. Streamlined clients tab, filter by status and archived is now unsubscribed

The archived tab used to be a place where you could send customers that you didn't want to send further communications to but it showed in the flow of the review manager which was a bit confusing because it meant a customer could have left a review, but they could also be in archived.  Instead, we have deprecated 'archived' and rolled out 'unsubscribed'.

  • What is it? Simplified view of the clients tab now with statuses
  • How does it help? Filter the clients tab by status to get a quick skimmable spreadsheet view of your customers and where they are in the review collection process and also be able to easily unsubscribe/re-subscribe


1d. New customer tags to create and manage segments

  • What is it? Create custom tags that you can use to create unique segments of customers in the review manager and filter the review manager by your custom tags.  Import your lists with tags to streamline your workflows and be able to create custom segments.
  • How does it help? Tags allow you to be able to create customer segments to slice and dice your list in any way that you'd like.  Add campaign tags, geographic tags, batch tags, start date tags, property type tags, language tags or anything else you can imagine.





2. Improved UX

2a. Pick up where you left off with ease

Previously when you selected a customer in the review manager the background would scroll to the top of the page making it difficult to find where you left off.  Now, when you select a customer the background customer tile has a selected state to bookmark where you are visually and the page remains static so you can more easily keep your place.  Improvements include: 

  • What is it? Bookmarked state for selected customers 
  • How does it help? Page no longer shifts when clicking into customer timeline detail view so you can more easily keep track while switching between customers


2b. Improved customer selection UX

  • What is it? Previously the bulk select/select all feature would 'select all' that were on the tab.  That meant if you had thousands of users that (1) there would be lag and (2) you couldn't easily move smaller groupings/segments between tabs.  The select all button has been updated to now only select the customers visible on the current page you are on
  • How does it help?  Eliminate lag, more precisely and easily move customers between tabs to simplify your workflows


3. New Workflows

3a. Filter the entire review manager by campaign

When you've run dozens of campaigns and have thousands of customers in the review manager it can get really overwhelming and difficult to figure out how to filter the data to make sense in a way that is actionable, not anymore.

  • What is it? Filter the entire review manager by campaign so you can
  • How does it help? See exactly how a campaign is performing (or performed) so you can take strategic actions to execute personalized followup by segment


3b. Ability to send customers follow-on campaigns

  • What is it? Previously, once you ran a campaign to customers there was no way to run another campaign to them.
  • How does it help? Now you can quickly and easily move customers who had been in an old campaign right into the campaign setup tab to be able to send them another campaign


3c. Re-trigger verification emails to customers 

  • What is it? Manually re-trigger the verification link to be sent to customers for 'unverified' reviews
  • How does it help? This is particularly helpful if you have a client who left a review but didn't click the verification link and they're saying they never received it. Now you can manually re-trigger it to be sent to them on the spot




4. Enriched Exporting

4a. Export customer statuses to leverage in your own tools

Previously the 'export suppression' list feature only exported (non-anonymous) customers that had left a review.  Now, this export includes all (non-anonymous) customers from all tabs of your review manager along with the tab they're in (aka their status) so you can import this data to your CRM or other external tools.

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