Tripadvisor’s Review Hub dashboard announced Wednesday that it will allow restaurant owners to view and respond to customer reviews across its site, along with Google, Facebook, Yelp, TheFork, among other review sites.
Review Hub — a subscription-based product available to all restaurant owners, operators and digital marketing teams — displays a snapshot of ratings and reviews from multiple platforms. Then it allows owners to click through to explore review trends and respond each review. They can thank their guests for their feedback, share their side of the story, or offer a different response.
The management’s response gets automatically posted on the site or app where the review was originally submitted by the diner, making online reputation management easier and less time consuming.
Tripadvisor is expected to announce fourth-quarter 2019 earnings on Tuesday. In January it acknowledged laying off about 200 employees. Media reports suggest the company will “reverse its long-standing playbook” and emphasize Viator, a 2014 acquisition, as a separate tours and activities brand.
Dermot Halpin, who headed Attractions, will serve as an advisor through the end of the first quarter, according to one media report. Stephen Kaufer will head TripAdvisor Experiences for the next 90 days on an interim basis.
Ben Drew, previously vice president of business development and strategy for Tripadvisor Rentals and Attractions, will become president of Viator and a member of the Tripadvisor executive leadership team.