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Tourism & Hospitality vocabulary · Guest Relations & Complaints

Online review

Meaning in tourism & hospitality, with examples

/ˌɑːnlaɪn rɪˈvjuː/nounCommon term

In tourism & hospitality, online review means: A comment and rating that a guest posts on a website or app about their stay, meal or tour, which other travellers can read.

In Turkish: online yorum, misafir yorumu, internet yorumu

How it is used

Hotels monitor online reviews on Google, Tripadvisor and booking sites, and managers reply to them publicly. Staff may be mentioned by name in a good review. Common phrases: leave a review, respond to a review, review score.

Example sentences

  1. Three online reviews this week mentioned how friendly our pool bar staff are.

  2. Please reply to every negative online review within 24 hours.

Common collocations

  • leave an online review
  • respond to an online review
  • negative online review
  • review score
  • complaintA statement from a guest that something is wrong or not good enough, such as noise, a dirty room or slow service.
  • guest relationsThe hotel department that looks after guest satisfaction, welcomes guests, handles special requests and helps solve complaints.
  • OTAShort for online travel agency: a website or app that sells hotel rooms, flights and tours online, such as Booking.com or Expedia.
  • follow upTo contact someone again or check later that a problem has been solved or a request has been completed.

More terms: Guest Relations & Complaints

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