Leaving an unfavourable review for a restaurant or a hotel has become common. According to a paper by Davide Proserpio and Georgios Zervas, consistently responding to these reviews can result in a 0.12-star increase in the rating for these hotels. Responding opens up new channels of communication for hotels to engage with their customers and encourage future visitors to try the place out. But management responses also lead to a positive bias. Either way, the internet has ensured a certain level of accountability for these establishments.
Title : Online Reputation Management: Estimating the Impact of Management Responses on Consumer Reviews
Source : Social Science Research Network