What's the secret to achieving top ranking on TripAdvisor?

Many hotels aspire to achieve top ranking in TripAdvisor’s popularity index, but HKHotels in New York dominates the charts, with all four of its properties in the top five rankings. Did they pay someone off at TripAdvisor? Write bogus reviews or complex algorithms?

Turns out the secret is good old-fashioned hospitality. I thought hoteliers could learn a thing or two from the company, which owns and operates Hotel Giraffe, Casablanca Hotel, Hotel Elysée and the Library Hotel, so I contacted Adele Gutman, VP of Sales & Marketing. Here’s a condensed version of my interview.

Tell us how HKHotels achieved top five placement for all four of your hotels.Several years ago, one of our hotels was in the top ten on TripAdvisor and another at #56, and it made us wonder, why the disparity? We started to pay a lot of attention to reviews comments. It became clear that reviews were our greatest opportunity for word of mouth advertising. We set a goal to have all of our hotels in the top 10%.

Behind the scenes before the Winter Olympics

With the 2010 Winter Olympic Games due to start in Vancouver this Friday, I decided to pay a surprise visit to Opus Hotel to check in on frantic last-minute preparations. I didn’t exactly find what I expected!

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What to do when things go wrong in a hotel

People often corner me at social functions to tell me about a problem they’ve had in a hotel. It doesn’t matter if I’ve never worked for the hotel or the incident occurred seventeen years ago; apparently, it’s my duty to listen. Sometimes I get the impression they think I’m somehow to blame.

I don’t mind, though. Bad service stories are fascinating. But often, as I hear the teller describe how the entire hotel staff conspired to ruin her stay, I see a different side. I see employees trying to help, and I see guests getting in the way. And I can’t help but think that if travelers had a bit more insight into how hotels worked, they’d have more time to enjoy their trips. And I’d have more fun at cocktail parties.

To that end, I thought I’d share a few insider tips on what to do when things go wrong in a hotel.