With the rapid development of mobile Internet, there are various ways for China hotel guests to make comments on their experience. In 2013, hotel guests’ comments on Ctrip mobile app accounted for one fourth of total comments on Ctrip according to a research from Ctrip. In the future, mobile app would be an important channel for China hotel reviews.
Total downloads of Ctrip app were over 200 million and the number of activation is over 100 million.
As of the end of 2013, the number of total comments on China hotels booked through Ctrip exceeded over 10 million, which was 10 times more than the one in 2010.
According to Ctrip’s research, score of hotel facility among four aspects was lower than the other three ones “hotel location”, “room tidiness”, “hotel service” in 2013. And many hotels are now improving the facilities with increased investment.
The research shows hotels with higher star ratings continued to receive good reviews and satisfactions while ones with lower star ratings saw more improvement in guests satisfactions.
From 2010 to 2013, the ratio of China hotels’ reply to guests’ order in tier-3 cities was higher than the one in tier-1 cities.
In 17 provinces in China, Henan had highest hotel order reply ratio, followed by Guangxi and Shandong.
In 2013, hotels in tier-2 cities had highest ratio of reply to hotel guests’ review.
Top 3 provinces in China in 2013 by ratio of hotel review reply were Hainan, Heilongjiang and Gunagxi.
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