(CORRECTION) Awards Year in Review Email

Earlier this morning HTR sent out the annual year in review notification email to all HotelTechAwards participants recapping your annual campaigns.

In order to send this email HTR exports data from the frozen database as of the 12/15 5pm awards deadline and maps the 27 merge fields and data points via Zapier to populate and send the automated notifications.    

Shortly after sending the notification, we identified that one of the 27 fields was not mapped correctly and was fetching from the incorrect column which was the 'final score points value' (shown below).

Please note that this is the only of the 27 variables that was not mapped correctly and in no way impacts your ranking in the awards.  The data to audit in the email is all of the inputs of the raw points score which were all correct (eg. reviews, integrations, partner reccs, employee survey completions, etc). That said, if you would like to receive your corrected/true final points score from the frozen database please reach out via the live chat on site.

We apologize for any confusion this may have caused and please feel free to reach out with any questions you may have.



Winners Guide to the Final Week of the 2022 HotelTechAwards!

It's the final week of the 2022 HotelTechAwards and things are really heating up 🔥 with tons of close races!

By now you've had 13 weeks to collect as many reviews and bonus points as possible, but to help you into the final stretch we've put together a guide to help you pick up last minute bonus points and maximize your chances of winning with recommendations for each day of the final week.


🗓 Monday December 6: Launch Your Final Review Campaign!

The most successful review campaigns include at least one followup (check best practices) so with essentially a week left, if you're going to run a final campaign--today's the day! 

🧮  Review Volume Impact & Milestones

  • Minimum review threshold: Meet the minimum review threshold in your category to make sure you aren't penalized for being under the category average
  • Customer Advocates Bonus: Secure your position as one of the top 3 most reviewed products in your category to earn points or become the most reviewed to maximize the Customer Advocates Bonus
  • Geographic Reach bonus: Get 5 or more reviews from as many countries and regions as you can to maximize your geographic reach bonuses
  • Tie Breakers: In races where two companies have the same amount of points when data is exported, ties are broken based on the product with the most reviews

🚀  Resources to Boost Your Review Volume

  1. Review Campaign Best Practices
  2. Top Ways to Collect Reviews for Basic Members
  3. How to Setup Automated Review Campaigns
  4. Pre-written Copy/Paste Starter Templates
  5. How to Motivate Your Team with an Internal Contest


🗓 Tuesday December 7-8: Submit Verifications for Unverified Reviews

In most cases users verify their review simply and easily right away by clicking the verification link but in some cases a hotelier may just forget or accidentally not click the verification link.  On December 7-8th the Review Manager will be unlocked for all participants to be able to submit manual verifications for reviews that were rejected. Please make sure to carefully follow the requirements as stated on the verification upload modal to ensure that your uploads pass the verification criteria.

👉 Click here to learn how to get unverified reviews verified




🗓 Thursday December 10: Max Out Your Partner Recommendations & Integrations

Partners are a critical part of the hotel tech stack and ecosystem and you earn bonus points for the strength of your partner ecosystem via (1) verified integrations and (2) partner recommendations.

🧮  Impact & Milestones

  • Verified Integrations: Make sure to list and verify each of your integrations to maximize your connectivity score.
  • Partner Recommendations: Reach out to partners to request partner recommendations to maximize your partner recommendations bonus.

🚀  Resources to Maximize Your Partner Ecosystem Points

  1. What if a company won't verify our integration?
  2. Inviting an Unlisted Integration Partner
  3. Hotelier Reviews vs. Partner Recommendations
  4. How to get partner recommendations (copy/paste template inside)




🗓 Friday December 11: Make Sure Your Team Has to Completed the Company Culture Survey

Remember, the Company Culture bonus is awarded to companies who make the 10 Best Places to Work list and is added off-platform after data is exported.  While these bonus points are nominal, they can be MAKE OR BREAK IN CLOSE RACES!

  • If your company makes the list...you get bonus points for Company Culture
  • If your company doesn't make the list...NOTHING HAPPENS!

You have nothing to lose so its worth a chance and can be what makes or breaks close races!

👉 Click here to get the company culture survey to send to your team



🗓 Monday December 14: Final and Report Card Audit

Hopefully by now you've done everything in your power to maximize your points so today is a good day to just check your Reputation Report Card to see if there are any last minute bonus points you can still pick up for any of your products.

👉 Check Your Reputation Report Card




🗓 Tuesday December 15: Awards End, Data Freeze & Dark Period!

👉 Key Dates, Rules & Processes Leading into the Announcement of Winners

Review Incentive Policy Community Memo & Updates

UPDATE (3/15/21): Please note that after surveying the community for feedback, pay-per-review will continue not to be permitted on HTR (details below)

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

UPDATE (3/15/22) After surveying the community (both hoteliers and vendors) we have concluded that HTR will not be changing review guidelines and will continue not to permit pay-per-review.  While this is allowed on some review websites with disclosure, ultimately as a verticalized portal for the hotel industry the rankings and ratings are more critical to maintain accuracy and more importantly elimination of bias to ensure a fair platform that upholds the highest standards of integrity.  Additionally, pay-per-review not only skews/biases consumer ratings, but it also gives larger companies with more resources an unfair advantage.  As a result of these findings and feedback from the community, pay-per-review will continue not to be permitted on HTR under any circumstances as it always has been historically.

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 may (or may not) in the future expand its incentive guidelines to permit direct incentive reviews, these reviews would need to 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.

Country Code Remapping Patch

HTR recently became aware of an edge case related to the mapping of country codes to regions that was introduced along with the deployment of the Poseidon Algorithm update that we are working on a patch for that will be deployed in the next couple of days (expected go live week of 11/22).

  • Impact: Minor.  Impacted only select countries and select reviews.  Some companies may have experienced slightly deflated region and country bonuses if they had reviews from select countries that had mapping issues when the user selected their location via the Google Places API.
  • Issue: Edge case identified where certain country codes were not mapped properly to their region and/or country as it pertains to the calculation in the HT Score algorithm related to global reach bonuses.



What happened?

HTR typically pulls country data from the popular Google Places API (excluding mainland China reviews); however, a select group of countries and regions were found to be “unmatched” in the lookup function causing some vendors to experience artificially deflated country counts in their HTScore indexes.

Which countries were identified to have potential mapping issues?

Below is a list of countries that had anomalous entries in the database and were updated in the lookup function.  One such example is that 517 reviews in the database were classified as originating in ‘Czechia’ while the HTScore algorithm lookup function was searching for the term “Czech Republic” as defined by the Google Places API.

Please note that only a fraction of cases were impacted by these mapping issues in these countries so just because a country is listed does not mean all reviews from that country were not mapped correctly.

List of impacted regions:

  • 'Virgin Islands
  •  'United States of America'
  •  'United Kingdom'
  •  'Turks and Caicos Islands'
  •  'Tanzania'
  •  'Spain'
  •  'Seychelles'
  •  'Saint Martin (French part)'
  •  'Saint Barthélemy'
  •  'Russian Federation'
  •  'Poland'
  •  'Norway'
  •  'Netherlands'
  •  'Netherlands Antilles'
  •  'Myanmar'
  •  'Morocco'
  •  'Maldives'
  •  'Macedonia'
  •  'Luxembourg'
  •  'Korea
  •  'Italy'
  •  'Ireland'
  •  'Greece'
  •  'Germany'
  •  'Gambia'
  •  'France'
  •  'Finland'
  •  'Czech Republic'
  •  'Congo (Kinshasa)'
  •  'China'
  •  'Belgium'
  •  'Bahamas'
  •  'Australia'
  •  'Austria'
  •  'Switzerland'
  •  'Brunei Darussalam'
  •  'Hungary'
  •  'United Arab Emirates'
  •  'Estonia'
  •  'Fiji'
  •  'Indonesia'
  •  'Sweden'
  •  'Cyprus'

Who was impacted and what was the impact?

Most vendors will not notice any difference in their scores or the scores of other products in their categories.  That said, vendors with reviews from the following countries MAY have been impacted; however, not necessarily as these were anomalies and in many cases the review countries were properly classified.  Impacted vendors may have experienced an increase in countries and regions served which would in many cases increase HTScores from understated scores previously visible on the platform.  These changes are extremely rare and likely unnoticeable but some vendors may notice a several point increase in scores as the algorithm begins detecting their accurate country and region counts once the mapping patch goes live.

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


Improving Relevancy of Multi-Product Reviews

Context: We have received several complaints from members of the community who believe that review syndication is allowing certain companies to collect reviews for lots of their products through review syndication and link pre-filling where in many cases hoteliers are selecting several products but in reality the review and content only pertain to a single product.

The Problem: The problem is that on the one hand, a hotelier who uses multiple products from a single vendor should be able to leave one review.  On the other hand, this makes reviews less relevant and in some cases where >3 products are selected the user will only write relevant content for some of the products.  

The Solution: Ultimately there are two sides to the argument and there is no right answer but rather its about balancing a seamless and easy experience for hoteliers to review products while also implementing constraints to maintain content relevancy.  Therefore we have implemented two key changes: 

  • Keyword tagging: The review form now will display keyword inspiration to users based on the categories they select and prompt users to use at least one keyword per product category to guide the user to provide more relevant and helpful content.
  • 3-product maximum: While hoteliers can still review multiple products, they cannot review more than 3 products to keep their review focused and ensure that they include relevant feedback and content for each of the products they choose to review.

These changes serve to make reviews more reliable, accurate, relevant and helpful for hoteliers.


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.

🏆 Let the 2022 HotelTechAwards begin!

Its September 1st and the annual HotelTechAwards officially kickoff today! 🏎  🏁 

This is arguably the most important HotelTechAwards competition ever. The last 18-months have seen the hotel industry undergo an unprecedented digital transformation.  During this same period, thousands of hotels around the world have changed ownership (or management) and the hospitality workforce has shifted dramatically.

This game of musical chairs amongst hotel tech buyers is creating opportunities for the top hotel tech companies to pull away from the pack.

What separates the best hotel tech companies from the rest?  That's where the HotelTechAwards come in: using data to measure customer satisfaction, partner ecosystem strength, customer support processes, peer trustworthiness and more to determine the most loved products in hotel tech according to the judges that matter most, hoteliers.

Almost every major hotel tech company from San Francisco to Sydney is registered to compete in this year's awards for a chance to win the most coveted award in hotel tech so make sure to start collecting reviews asap to increase your chances of winning.

Below please find a few tips to help you kick things off strong and as always, if you have any questions along the way feel free to reach out anytime via the live chat on HTR--we're here to help!

👇  Scroll down for week 1 tips 👇


Week 1 Tips and Announcements

  • Live leaderboard and coaching checklist activated: The live leaderboard and coaching checklist are now activated so registered companies can check your eligibility status and current standings in real time and get tips to pick up more points
  • Automated review manager is now unlocked for 30-days: Included with your registration is 30-days of unlimited access to the Automated Review Manager, a tool to help you save time, automate your outreach and collect more reviews.  The review manager is now unlocked in all participants dashboards so if you aren't a Premium Member and don't typically have access to the review manager--make sure to take advantage of it to save time and get off to a strong start
  • Coaching tips coming your way: We'll be sending out tips every few weeks to registered companies to checkin and help you focus your efforts on important milestones to stay on the road to victory.  
  • ✅  First target milestone target...Meet the minimum eligibility requirement of 25-reviews as quickly as possible to get a strong start and set your team up for success (you can check your status in the live leaderboard here)

Learn how to launch an automated campaign

30-day free access ends on September 30, 2021


Phase II: HT Score Poseidon Update is now live

Continued from Phase I: HT Score Poseidon Update

Phase II of the Poseidon Algorthim update is now live.  This means that the new rankings that were only vendor facing in the vendor dashboard in Phase I can now be viewed live on HTR throughout the entire site both the hotelier facing site as well as the vendor dashboard.

If you have any questions about the algorithm updates please refer to the scoring documentation or the Phase I announcement.  If you're looking for personalized tips to improve your reputation, rankings and visibility--check out the Report Card and Coaching Checklist in your vendor dashboard.



When does the 3rd and final phase of the update go live?

The final Phase III update (Client bias/Share of Voice variable) will be rolled out with the introduction of the Client Bias ranking signal no later than 11/1.  Per the June 16th update for vendors to see in the dashboard but the weighting will go live after the end of the 2022 HotelTechAwards:

Client Bias (aka. Share of Voice). Hotel Tech Report’s policy has historically been to accept reviews from multiple users at a single hotel due to the fact that every user has a unique opinion/viewpoint on software.  Having said that, collecting lots of reviews from only a handful of customers that aren't representative of your overall customer base indicates potential risk of bias.  


What is the client bias update?

We’ll use two hypothetical vendors to illustrate the importance of this algorithm patch: Vendor A and Vendor B. Vendor A has 30 reviews from 30 hotels, Vendor B has 30 reviews from 1 hotel client. 

In this example, you can see that while both vendors have the same # of reviews, this is not an apples-to-apples comparison when it comes to credibility and install base since Vendor A has 30 verified hotel clients and Vendor B has only 1. 

The Share of Voice variable will help identify potential client selection bias (aka. cherry picking) that can arise if a vendor is strategically only asking for feedback from a select number of clients versus reaching out to their full install base.


Who will be impacted by the client bias update?

Most companies will not be impacted by this update.  The only companies that will be impacted will be ones who have selectively sought to only seek feedback from lots of users at a small sample of client hotels.

*Note: You can still get a handful of reviews from a single property; however, if all of your reviews are coming from a small amount of properties the algorithm will identify this as potential cherry picking/gaming and your score will be impacted as a result

What can we do to maximize our score for the client bias update?

Just make sure you are reaching out organically for feedback to your client base instead of cherry picking select clients.  Also, take note that while you may certainly collect a handful of reviews from different users at a given hotel--if your strategy has been to try to game the system and collect tons of reviews from a single hotel (or small number of hotels) this will be identified by the algorithm update and your score will be impacted.  Hopefully it goes without saying but...make sure you're review collection is organic, representative and diverse and you are not trying to game the system by gathering lots of a reviews from only a few select clients.  

Phase I: HTScore Poseidon Update Rollout

Phase I of the HTScore Poseidon Algorithm update that was announced back in June is now live.  

Phase I of the rollout gives vendors a chance to see potential impact to their rankings and what they can do to improve before the site wide rollout to all users.  In Phase I vendors have the opportunity to see their new scores privately via their Reputation Report Card and Awards Live Leaderboard and get personalize tips to improve your score before the public rollout later this month (late August) via the Coaching Checklist in your vendor dashboard.

As a reminder, for the next few weeks during Phase I the updated rankings and scoring are only visible to vendors privately via the vendor dashboard and the awards leaderboard to make sure you have plenty of time to check your impact and take any necessary action (if needed) in advance of the update officially going live on the site.




FAQs

Will my ranking and scores be impacted?

While most companies' scores won't be heavily impacted, companies who don't have recent reviews of their products may experience significant drops in ranking and scores.  

How will I know if my HTScore or ranking will drop significantly due to the update?

Head to the Reputation Report Card in your vendor dashboard to check your HT Score and ranking relative to what you see on the front end (ie. your profiles or category pages) of HotelTechReport.com. 

See how to check your score impact


If our products look like they will drop in score or rank after the update goes live, what can we do to mitigate this?

Not to worry, this is exactly why Phase I exists to give your team time to know what to expect and pre-empt any unexpected or undesired changes.  The first thing you'll want to do is review the Coaching Checklist in the Reputation Report card which is sorted by potential impact (most important at the top).  The main reason for companies dropping in score or rank with this update is due to inactivity and lack of recent reviews so this is an easy one to fix and HTR has several resources available to help Basic Members and Premium Members quickly and easily collect recent reviews.

When will the update officially go live to the rest of the site (Phase II)?

Phase II will go live towards the end of August providing vendors several weeks of additional prep time leading into the official rollout to check their impact and collect reviews to mitigate any potential drops in scores/ranking due to inactivity.

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