If you are wanting to know how to set up and manage a TripAdvisor listing for your tourism business, then you are in the right place!
As the world’s largest travel review website with over 385 million reviews and opinions from travelers around the world, and with more than 6.6 million businesses and properties in 135,000 destinations, TripAdvisor is a key marketing opportunity for all tourism businesses.
Every tourism business and destination should be optimising and managing their TripAdvisor listing because:
- It is FREE Word of Mouth marketing, which the most trusted form of advertising;
- It is a FREE tool for your customers to rate and review your business, and for you to build relationships with your customers
- It is a FREE, high-quality inbound link into your website, which helps your business to be found in search engine results by your potential customers.
- It offers transparency for your business – TripAdvisor is popular as it is an unbiased platform in which customers can use in their decision-making process, and;
- It gives businesses an indication about the quality of their product/service – which is a great way to collect information for ongoing improvements to business management.
Below is a step by step process to of claiming, optimising and promoting your listing on TripAdvisor, to encourage more positive reviews from your Ideal Customers.
1. Join TripAdvisor
In order to manage an account you will need to set up a personal account with TripAdvisor. To do this, simply click on the ‘Join’ link at the top right hand corner of the page and follow the prompts.
2. Search for your Business Name
The idea behind TripAdvisor is that anyone can start a new business listing – a business owner, or customer… and it will then be there for everyone in the world to see. So it is important that you (as a business owner) are aware of whether your business has been listed in order to be able to manage it, as it is your business’ reputation at stake.
So, once you’ve got your personal account set up, start typing in your business name in the search box on the TripAdvisor’s ‘Find and Claim Your Listing’ Page. If your business name doesn’t come up as it should, it may be typed in incorrectly, or using other words, so do a few different combinations to eliminate all the options. You can also type in your location / region (eg. Hunter Valley) and see if you business is listed within your chosen region.
If your business is not listed on TripAdvisor, then you can create a new listing for your tourism experience here > https://www.tripadvisor.com.au/GetListedNew
IMPORTANT NOTE: There are several tourism products that can not get a listing on TripAdvisor, a list of these products are available here >
3. Claim your Listing & Update Details
If you find a listing that is meant to represent your business, scroll right down to the bottom of the listing and there will be a section called ‘Owners: What’s your side to the story’ and within that section, click on the button called ‘manage your listing’…from there, you’ll be directed to the Management Centre of that listing.
Once you’re in the Management Centre, click on the ‘Manage listing’ icon and follow the prompts to update your business’ contact & location details.
Once you are in this section, you can upload images to your listing, but just make sure that you have small file sizes (150 pixels wide x 200 pixels high) otherwise they will not load, and can crash the site. Please note, that it does take a couple of days for your changes to be processed, so don’t be dismayed if your updates aren’t displaying immediately.
IMPORTANT NOTE. You do not need to pay anyone to update your listing – you can do this easily yourself!
4. Manage & Respond to Customer Reviews
Once you have got confirmation from TripAdvisor that you have control over your listing, you can go into your Management Centre and reply to your reviews – all you need to do is click on the ‘Respond to Reviews’ tab (as per the below screenshot).
From there, you have the ability to write responses to any review on your listing. Remember, you can not delete reviews, so whether your reviews are good or bad, ensure to write a response to every review.
If you are tackling a negative review, ensure you address their concerns in a positive way, thanking them for their feedback, identifying what steps you intend to take to bring about a resolution for their issues. It’s important to remember that when writing managerial responses to reviews you are not only responding to the person who made the comment, but your comments are also being read by potential customers too.
TIP. If you are concerned about negative reviews on your listing, do have faith that most people can ‘see through’ negative/untrue reviews, and will look more holistically at all of your reviews to form an opinion on your business!
5. Check your listing is appearing on the TripAdvisor app
As one of the most downloaded rate and review apps across the world, it is essential that your business appears where it should on the TripAdvisor App. So, if you haven’t already downloaded the app from the Android Market, or Apple Store, then this is your first job!
Once you’ve downloaded it onto your smartphone / tablet, see if you can find your listing through a regular search (eg. search for your business name, and also search for a location and see if your listing comes up where it is supposed to). If the listing is appearing as it should – that’s fantastic… if not, then you will need to go back into your management centre and make adjustments to your listing as required.
Time to get your listing sorted!
Hopefully I’ve given you a good starting point to updating and managing your business listing on TripAdvisor. Remember, your much better off managing and therefore influencing the impact of TripAdvisor for your business, rather than ignoring it and risk your business’ reputation by leaving positive and negative comments unattended!
IMPORTANT NOTE: Tourism eSchool is not a subcontractor or employee of TripAdvisor, therefore we can not assist you with any listing queries or issues you have. You will need to speak to your State/National TripAdvisor Representative or visit the TripAdvisor’s Help Centre to mitigate your issues.
Last Updated: June 2021
As TripAdvisor changes regularly, this post has been updated several times since it was first published in May 2013.