Hraba Hospitality Consulting

Another Class Action Lawsuit for Yelp!

Enjoy the TechCrunch article… and always, always, always enjoy the commentary.  I find it interesting if not hilarious.  If it isn’t hilarious enough for you, check out the comment section of this blog post, where it basically proves Facebook users are clueless (or 4chan had a blast acting like a mischievous army, once again).

Yelp seems to be taking this situation seriously though; umm….enough to post a Craigslist ad for legal counsel.  I would imagine there are better ways to hire lawyers than CL, but hey, just says a lot about the management that got them into this mess.

But these cries of extortion… once again… are more about bad management than out and out unethical behaviour.  There is no way these suits will be able to prove the “WE WILL DELETE A REVIEW FOR YOU” concept, because I don’t think it has ever happened; if it has, I doubt anyone has gotten a record of it as fact.  Someone would have proof by now… a recorded call, etc.  Admittedly, these guys at Yelp are from Paypal, and they know not to be sending privy or damaging info across email, etc…. but I still doubt something like that is going on.  It’s more likely confusion on the level of businesses not getting what is happening with the algorithm, as well as the dubious (but not out and out unethical) “move the best review to the top” program, that seems to confuse a lot of people.  This is more about business owner’s lack of understanding about social media, and Yelp’s apparent incapacity to clarify just how their algorithm works.

Using the algorithm as an excuse is not a wise move – blaming the foundation of their business opens them up to scrutiny.  By blaming the process of your sorting model, there will be more curiosity as to how it works.  Until people can trust that algorithm without question, their entire model will be extremely unstable.  Regardless of proprietary, privileged information, it jeopardizes their ability to be viable and dealt with as ethical business people.  Of course, the bungled Google deal and whatever really happened there (it’s all speculation) might offer a small window into their world.  Theories abound that Yelp was lying to Google, leaking information, and fabricating higher offers from unnamed suitors.  Yelp walking on this deal doesn’t make as much sense as Google calling their bluff, but logic doesn’t always figure into business dealings.  All in all… Google knows how to negotiate, and they were “rattled” by Yelp’s lack of transparency…. seemingly a theme for Yelp.

All they need to do is be open about their algorithm, and it will bolster and gel their business model.  I am sure there would be growing pains with being that open, but it would pave the way to have a stronger, vetted business that actually has trust from other people.  Until then, their algorithm nonsense will be the blood in the water that keeps the sharks (lawyers & lawsuits) coming back…

As the solution to their issues seem obvious, it starts to beg the question whether Yelp really has something to hide.  Without being conspiratorial, it isn’t that much of a logical leap that they are concerned about *something* – whether there are significant flaws in the algorithm, or they have work arounds that allow you to disregard specific aspects of it.  Frankly I don’t like conspiracy theories; people are typically not intelligent enough to orchestrate massive lies involving endless people that agree to keep secrets without being morally challenged.  Our government can’t, big businesses can’t…. why should a web 2.0 startup be able to get this far?  If moralistic heart strings being tugged isn’t enough, money talks… and one of the employees would have blown the whistle for their future book deal and fame, at this point.

However, if they ever get caught jockeying reviews under the guise of their algorithmic mistakes, Yelp will be *decimated*…. but I can’t imagine that ever happening.  What might happen is that serious flaws in the algorithm get noted, and short term it will seriously hurt them.  Depending on how they handle this fictional problem, it won’t likely be a Yelp killer.  However, watching Toyota deal with public fallout, it never ceases to amaze me how business’ often choose to ignore history and good sense.  What’s more, Yelp is a leader in flipping the marketing model and giving consumers a voice, taking a business’ ability to control damage with PR and spin.  Yelp is acting exactly like the companies that they are helping expose… you can’t be secretive, you can’t market your mistakes away…. if any business should understand this, it’s Yelp.  If you aren’t ethical, or don’t operate with the best of intentions… the public has ways of exposing that.  It’s humorous, and possibly ironic, that Yelp is caught in a trap of their own making.

I love seeing unethical people getting brought down, but I just don’t see this as mitigated behavior so much as foolish bungling, something I touched on before in this article.

People who don’t understand what Yelp is offering endlessly cry about the review site’s shifty ways… but Yelp’s program for advertising isn’t that nebulous.  The $300, $500, $1000 plans get you “impressions”…. those lightly highlighted/colored ads at the top of searches on yelp.  You also get a “slideshow” style picture gallery which is pretty meaningless, and you get to pick your favorite review to automatically appear at the top.  It says, “this is the company’s favorite review” and it’s fairly obvious when people are sponsors.  Most of the worthwhile aspects of managing the business owners accounts on yelp have nothing to do with their advertising options, by the way.  It is a valuable tool and can help you listen, learn and grow…. but you don’t need to pay yelp for any real reason.  For most businesses I doubt it makes sense at all; I don’t get it for a flower shop or bakery, etc…. there is no return on investment, so those constant calls they must be getting are annoying, to be sure.  But I still don’t think there is some devious plot going on…. I have spoken to at least 5 different account managers in different markets who try to get me to advertise, and none have pulled any unethical behavior beyond being ENDLESSLY annoying.

I still prefer google adwords, but if you are already doing those it might not be a bad idea, depending on your business.  Think about it from a hotel’s perspective – If I choose to pay $1000 a month from our marketing budget (which has moved online from print media), that means I get something like 4800 impressions (aka a banner ad that a consumer may or may not see due to “banner blindness”… I mean, I don’t see those ads at all, frankly).  If our average daily rate is $500, that means I literally have to pluck one person for two nights out of the 4800 impressions to cover the cost of advertising with yelp.  It actually is sort of a slam dunk, in that sense.

I just can’t convince old school marketers who are scared of losing the message, and not controlling the brand, due to sites like this.  What’s more, Yelp is only successful in SF Bay and a couple other markets.. barely.  Boston, LA, Chicago, NY seem to be okay… but even social media savvy Portland and Seattle aren’t that strong a market at all.

Look at open table reviews vs. yelp reviews in other markets…. opentable reviews which are verified and confirmed from a reservation are much more common than yelp reviews outside of the SF market.  One of our fine dining restaurants in the Portland area has 2 reviews on yelp, and over 200 on open table.  That speaks volumes.

But in the end…. it’s all bad press, and it douses their equity every time this happens.  I can’t help but wonder why they allow this to continue unabated?

Social media is supposed to be about transparency and Yelp is failing at that…. massively.  Everyone thinks Yelp is some immutable, immovable behemoth, but people moved from Myspace to Facebook in less than a couple months.  Youtube is less than 5 years old, and Facebook is less than 3 1/2 years old..  Yelp needs to recognize that their high horse isn’t that high.  The basic upshot is that this is all very young.  I think it’s interesting tho… all of it… which is why I am rambling here to all of you.  This will all be sorted out within a couple years, I am sure.

Do you guys think this is more about confusion from the companies themselves, or do you really think yelp is committing some expertly maintained conspiracy?  What are your thoughts on the future of online reviewing?

An impressive LEED Platinum for a hotel, Napa’s Bardessono.  I would like to take the time to point out that the incredibly complex reuse project from the NPS and ECB/Fort Baker Retreat Group, Cavallo Point, was just awarded LEED Gold.  Being NPS land, historic buildings, and completely “green” presented an  interesting array of problems (aka opportunities), and I am happy to say 2 years after opening it’s doors, it has finally received it’s status.  It is a shining light for the Bay Area, a stunning addition to the National Parks and GGNRA, and a model for future development being ethical and about sustainability.  I applaud both these properties, especially knowing how complex the LEED process can be!

Sign of the times – Ritz Lake Las Vegas to close 2nd May.  The economy may be leveling off it’s slide, but foreclosures lurk everywhere.

Gulliver points out a fairly brilliant honors scheme hatched by Intercontinental Hotel Group over Hilton’s disastrous alteration of honor awards points.

This is sort of scary, but nothing new to our industry:  Hotel industry needs flexible graduates.  “Skeleton staffs don’t bode well for hospitality students preparing to enter the market today. As if the long hours and weekends shifts in the hospitality industry weren’t unattractive enough, students entering the job world in today’s economy are forced to be more flexible than ever, often taking jobs outside of their geographical preference and much lower on the corporate ladder than they had hoped.”  Honestly – if I had known the hours I was going to work prior to starting my career in hospitality, I don’t know if I could have done it.  Of all the things I have dealt with in my life, the hours as manager at every property were dehumanizing and exacerbating.  Looking back, I don’t know how I did it for over a decade.  But that is what our industry is… high pressure, fast paced, grueling grinds, and the self delusion that it is as important as saving lives and that it will all be better tomorrow – oh, and that “lateral promotion” you took to get out of the department you are currently pigeonholed in… was totally worth it. (a little cynical humor, of course – not at all from my career.  Riiiiiiiiiiight).

Why do hotels have so much trouble answering emails? This is an epic, well timed, post.  It’s a HUGE problem, and not enough companies have corporate policies.  It becomes a disaster for communication if people think they can reach you, but have zero real access to you.  It makes our industry look bad, and it has to stop.  On the up side…. if you make it a priority to reply to emails, and it becomes everyone’s priority, maybe they will slow down with better communication.  More phone calls, less emails (including those horrible passive ones hiding the real question of “why haven’t you answered my emails?) – but that might just be wishful thinking.

Interesting and thoughtful piece on being a cautious, calculating restaurateur & entrepreneur in these times.  Fact is, it pays off big in a lot of situations.

Hotels converting F&B space into meeting space. A lot of hotels are looking for revenue, and this was an actual conversation we had with a client in the last couple weeks…. nice to see the article agreeing with us.  Lounges and comfy spots don’t generate revenue – but meeting space does.

Here are some interesting thoughts on Luxury Lifestyle and Travel Trends for 2010

Is Social Media the next Search Engine?  Some people think it is, just as we find out Facebook directs more online users than Google.

Augmented Reality is buzzed about for a reason… and not just because it is PHENOMENALLY AWESOME.  But it may actually create business, even for small businesses.

Is geolocating the future of hotel marketing?  I love that hyperbole, I really do… but let’s just leave it at “a really important, impacting development” before waving the white flag at all other types of marketing.  I actually think it is… for one, there’s FourSquare.  But I don’t like getting *too* carried away. =)

Foursquare does have some strategic growth;  First Zagat, then Chicago.  Some pretty big stuff happening, and it makes me excited that with all this activity, and other industry people cloning their format in multiple ways, Foursquare seems aware and fluid enough with a solid enough business acumen, to withstand the turbulence in this crowded arena.  They seem smart, and I think you need to keep an eye on them.  If you haven’t gotten a google alert from them about someone “checking in” to your hotel or business, trust me… you will.

The future of marketing in hotels? This is a tech guy with idealistic notions of what hospitality *COULD* do – with money, foresight, more labor, and planning.  It’s a good idea, some luxury brands might try to get there with this as a gimmick, to start….. but interesting and enthusiastic read nonetheless.  Beyond that, I liked the idea… and don’t mind plugging him.  He has got to be one of the only people out there that I know building Iphone (and I assume Android as well) apps that has even the most rudimentary understanding of the hotel business.  A lot of people are yapping about apps in our industry…. we might not be able to afford one, but for those that moved enough of your 2009 marketing budget online, and have a bit to spare…. check him out.

An interesting blog about the development of social media in the Kenyan hotel industry, and can possibly be extrapolated to other small inns and boutique properties that don’t have the monster marketing budget, but know there is an audience to reach.

The UK heats up about online hotel reviews, looking for some sort of validation process for Tripadvisor.  Is this another aspect of GPS & Geolocation that could help curtail fraud and shill reviewing?  Whatever the case, I think the industry can handle itself…. it’s in their best interests.  Getting the government involved to regulate seems a bit much.  The only winner when you start legal proceedings are the lawyers.  Very few other people actually win besides them.

Speaking of Tripadvisor… here are a couple best practices for a top ranking.

Social media as customer service for hotels.  Thank you for not saying social media as a way “to sell” or “drive revenue”.  Social Media may have a valid ROI, but this is more about being a cost of operations than a revenue stream.  We can all drive revenue with it…. but it is simply more important to *ENGAGE*.  Because in the end, ignoring it will cost you.

Here’s an odd piece – great thoughts… horrible grammar.  I didn’t understand this, so I include it to see if you have any thoughts?

That’s it!  Just thoughts and links and interesting stuff!  A real post is coming soon, I promise!

I was ranting and raving about not being able to keep structure or organization with social media, so I took some time to find some useful programs to help me out.   Well…. this is pretty cut and dry:    A quick, succinct post for you to be made aware of (and yet another onslaught from) useful social media tools.  Social Media is simply a tool in itself… so they are tools for tools.  With some of my friends’ more sophomoric moments of wit… they might suggest including myself would make it a third tool.  =)

A list of 10 tools that you might know of, or might not.  As many of these lists go you will likely act as I do…. Stoic, dismissive, and blase…  I will find myself say, “I know all these already,” ……. and then my eyes humble me by finding an exciting new gem.

1) I am very pleased with Google Voice.  The sheer amount of functionality is not only superb… but it is useful without being daunting.  I do not know if this is public yet, but if you forgot about your own Grand Central account… go ahead and log in, because that is what Google Voice was built on.  Basically, among other things, the real timer saver is voicemail messages that can be both emailed or texted to your phone, and they provide transcripts that are voice to text.  Need to hear the 14th our of 22 voicemails IMMEDIATELY?  Never wait again.  Hell.. just read it.

2)  Flock browser, which I extolled here.  It integrates Digg, Flickr, FB, Youtube, Twitter, Myspace and more into a convenient sidebar… if you like a pic or article,  auto-upload from your sidebar without leaving the webpage.  It has an RSS reader that killed Google reader for me… it has a media bar that is insanely simple to use for download/upload, and I can post blog posts on the fly.  It has saved so much time I cannot even tell you…. it also remembers all accounts, I.E. 6 gmail accounts, 5 flickr, 6 youtube, 3 blog accounts, 2 FB, etc.  Incredible time saving tools there.

3)  As for the managing of multi-twitter accounts, I like twhirl.  I know there are other options, and I am all ears, but for now this provides a simple way to post relevant articles or have conversation thoughout the day from a desktop dashboard environment of multiple accounts.  When they are all grouped, I lose my mind, so I like seperate streams.

4) As for managing twitter accounts, try out TWEEPULAR. Easy bulk follow, bulk unfollow, and more.  Very cool.

Yet another ambly, rambly post from a caffeine fueled hospitality dork. This is more waxing than anything, and is a state of affairs and insight rather than some exciting insider news. Hopefully, if you actually finish it, it will just make you nod your head and think a bit. This is about how we spend out time…. and however it ebbs, however fast; it’s an issue nowadays.  “The only reason for time is so that everything doesn’t happen at once.”  Might be easy for Albert Einstein to say that…. but it sort of seems like everything *is* happening at once nowadays.

You know what we do. I know what we do. We goof off all day long online!  <ducking>

Ha ha… I kid I kid! But there are moments I feel a hairsbreadth from snapping, lost and boggled while in the stream… panicked with glazed over and angry eyes just trying to read the matrix. Then a client calls and wants me to explain what I am doing?  Yeah right… like I have to answer to them (tongue firmly in cheek).

So we social media people do a couple things. Of those things, I think we mainly get overwhelmed with the depressing fact that, of the 100% of things we see, only a small percentage of the data is relevant.  Beyond the natural conversation, CRM, and carrying a torch for your brand…. I think most of us start our mornings by filtering content, right?  And … OH!… so much content!

Sometimes during this process, I come close to forgetting to walk Pavlov, or eat lunch (like today), or take a break… or look up.  Sometimes when I do look up, it’s 9pm.  Frankly, I *have* started to get a unique balance of work/life between all these influences, something especially complex in that so many of these social media platforms cross back and forth from the personal world to the professional realm.  It isn’t easy to balance, but I think we are all getting there. This isn’t about work/life balance however, but if you have any good tricks let me hear them!

Honestly, some of my aforementioned dementia is rollicking good hyperbole, but I *KNOW* you are aware of what I am speaking about.  I am a hotelier at heart and in practice, but now I am part of this league of social media people with some very peculiar problems.  As for this chaotic side to our job that is less about conversation and more about keywords – what would we like to call it?  Content management?  Data filtering?  I know we have to have google alerts, rss’, twitter searches, flicker searches, and an endless amount of other minutia.  I am not sure how much of my day is spent *working* versus *filtering*.  What’s more, unless you are deft with boolean logic, the sheer volume of stuff that comes our way into readers, email reminders, and feeds is insurmountable.  More and more I find I am choosing my battles, and scarily deleting whole streams of keywords that just don’t feel relevant enough vs. the amount of time I would need to comprehend all of them.

The frustrating thing is that a monkey (or bright lemur) could perform a decent chunk of this.  There are great solutions for these time and data management issues, such as Radian6, but they provide a whole new level of work and have a price point some of us cannot justify. So, many of us our relegated to doing our own work… HEY NO FAIR!

The problem with the amount of time consumed by this is that it keeps us from the real conversation and CRM duties we are being paid to accomplish. For proper yelp and tripadvisor responses, or the courting of potential clients on twitter, you need a fairly robust intellect bolstered by a grasp of how to inject professionalism, personality, and passion into your interactions, coupled with the tactful skill of being deferential *and* confident?  That stuff isn’t easy…. but then these same people are sitting and filtering keywords and conversations for relevancy…. A mind numbing task that a smart 6 year old could do for you. It isn’t a bad idea really… I think they work real cheap.

Whenever I get somewhat insecure or OCD-tweeked with the robotic like filtering of keywords, data, images, and the basic conversation… I just remind myself that someone has to do it.  It is sort of like a B-52 bomber right?  The guys up top had a job to do navigating and bombing, while us little brand watchers in the belly of the plane have to survey the landscape…. watch what’s going on… and shoot when necessary (The coffee this morn was so strong it beat up that weak analogy).

Basically what I am saying is that it is part of a larger picture, and is basically moot. For our purposes, it is just a daunting necessity…. And part of our world. In fact, I see that it is getting its hooks into me… a casual 2 minute weekend web search for dinner reservations or a movie showtime can turn into an exhausting foray into my new drug. While my fiancée readies for our evening excursion, I am sneaking about like some philanderer, furtively injecting my head with this addiction via rss feeds and alerts. As she emerges from our bedroom I scurry away from the computer for fear of getting caught dosing myself and basking in the dimly lit glow of my screen. “But someone might be mentioning the brand!” I think to myself. I realize that social media’s speed *DOES* mean that you need to be on top of it, and join in the conversation as soon as it happens - But there is a limit.

This *huge* aspect of our job is tantamount to trying to beat the internet. Just a friendly reminder that isn’t possible. So what’s the point here? Why the complaining if there is nothing to be done about it??

The issue is the client.

Not only do clients not always “get” social media (that is why they have hired you), but they also may have sneaking suspicions about how much work you are doing versus playing. All the boomers like to talk about “productivity in the workplace dropping”, but if the old days of business were anything like “Mad Men” I think a little playing online during the day is just fine, compared to being drunk on scotch at half past ten (sounds lovely, to be sure).

In the end, this all may be born of my insecurities. I admit I have some concerns with relating the work we do for clients, and resolving the best way to inform them of it. I have spoken about Social Media ROI and getting over it, but I saw a very sanguine and concise point in a blog comment recently: “I know it’s hard, but this is business and it just isn’t right that we can’t measure it”. It’s true. It’s business. It needs to be measured. I think we will get some level of measurement someday, but it’s still evolving. For now, I still think the ROI is the “return on ignoring” social media…. But it still doesn’t make it okay that we can’t get a grip on it.

My clients are happy whether or not they “get” social media, because the end result has been more bookings, better brand image, and people talking about them. Therefore, they are incredibly trusting and supportive, even in relation to the above issues. We social media people need a lot of room, and a long leash, so we can really dig in and gets are hands dirty. But many of my clients don’t understand some core aspects of what we do… namely the amount of time we spend just *getting* to the conversation. Sometimes the important conversations aren’t that apparent, or don’t just come to you via your facebook page. What’s more, I am concerned about measurement for *me*, and not just my clients. This, again, is about time management. At the end of the week, or month, I would love a way to hand over all my work in the form of a single document, spreadsheet, etc, as compared to the lengthy phone calls I need to have. When clients don’t understand social media, and you start showing it to them in the form of work accomplished (building a twitter account and participating, or commenting on a blog, etc)… it may just go over their head. I have seen a number of shrugged shoulders and a “well you have obviously done something….”. I know it is our job to get across what we are doing, but most of what I am doing now is showing them the actual conversation and chatting about it at length… let’s look at twitter, then flickr, then youtube, then…. Aaaaaaaaaaand my day is over and once again I haven’t gotten to any real work. Ha. There’s the rub. Forget sleeping or dreaming (for the Shakespear fans)

All of this is more consumption of time (yes… same as this post too), and it just adds to the dilemma of actually getting work done when you are simply filtering data on the front end, and trying to explain the work you did on the back end. Informing your clients about your work is vital, and if *ANYONE* has ingenious thoughts or methods of efficiently and succinctly relating your social media campaigns to your clients.. I would love to hear them.

Until then, don’t try to beat the internet. Not only is that impossible, but if you literally do it your laptop will be busted into smithereens, and your router will be in shambles. =) Time for lunch at 2pm!

Okay so I am really frustrated.  Well… that’s dramatic.  I am more confused, and too busy to gesticulate in the air and ask this question to the windows and fluttering leaves outside my office…. what in the hell is the point of Facebook for a hotel brand anyway??  I think a lot of people are using the Pareto Principle to organize their time in “doing” social media, as suggested earlier last week *here*.  I was going to try and find all the examples I have run into in the last year, but instead offer into evidence exhibit “B” – that time management is a very impacting conversation mentioned over and over because we are so dang busy and REALLY want to figure out what is important, and what isn’t.  So what’s important about Facebook?  Frankly, I am starting to lose my enthusiasm, especially since the stream change I reference right *HERE*.

Whether “Hotel Pages on Facebook” work isn’t a cut and dry question to say the least…. whether they are useful, or whether they are actually hotels to begin with is where we can start.  For example, if you search “Hotel” on Facebook, then filter so that only “pages” appear, the first 3 pages of over 500 results does have a hotel or two, but the majority of pages are for a band, or a page devoted to hating said band, or one of 15+ (I stopped count around 13) of Facebook Pages for the wonderful, if not somewhat antiquated, “HOTEL” board game.  Sure I enjoyed the game too, as you fair readers are just reminded of how much fun it was when you last played.

But this is no longer kid’s play.  This is business… and I want to make sure we are not wasting our time.

Two Important Questions, the latter being more impacting: “WHAT HOTELS ARE USING THEIR FACEBOOK PAGES THE BEST???”… and then the *really* important question….”THOSE HOTELS USING THEIR PAGES THE BEST… *what* *is* *the* *benefit*?”

Basically.. I would love to hear the positive, happy Facebook stories about hotels with groups or pages?  I am at a loss for any real examples of how it is “business”, or can be used effectively.  Like… none.  I know we have to be on FB… there has to be a presence.  But what am I missing guys?  I note this has come up recently, like *HERE*… but there hasn’t been much follow up.

I see people on hotel pages saying “I love your brand/hotel”.  I have also seen people upload a picture here or there.  But I *do not* see anything deeply meaningful or anything really happening (IE commerce, business, or jumps to booking engines, etc).  I know that the restaurants and especially lounges seem to like to use it as a place to update events, etc…. but most of the fans on a page would be previous guests, presumably not locals?  I have always thought hotels should ingratiate itself to the community, but there are only so many events and specials that you can target the community with, as they aren’t going to always be your strongest base or the people the pay the bills.  For brand image you need them happy, but they aren’t your guests.  What’s more, if you do constantly focus on locals… you are missing out on the bread and butter, which is rooms.  It is complex… is the page for a local clientele, for potential guests, for past guests that are part of your culture?  All 3? It’s almost like Hotels focus on the locals not because they *want* to.. but becuase, by default, they *have* to… as they don’t know how to reach others.

I for one haven’t the foggiest how you would get a potential guest to your facebook page, and what’s much, *MUCH* more important… is why?  Why would I want to get a guest to a page without much information, meaningful content, or a booking engine?  Isn’t the potential guest someone we want to end up on our hotel site?  Even the SEO premise is interesting, but if people aren’t searching or using FB to find brands, what’s the point of getting them to your page when they can’t do anything?  What’s more, if a FB page is basically a one sided twitter or RSS feed of brand info, wouldn’t you want your potential guest on your branded site instead of a dead-end of non-interactivity?

So what is the page for?  For now I have a couple things:  brand awareness (news, etc), SEO (your link on FB), contact info, (but FB’ers aren’t using pages as a yellow page, nor are they using it as a resource), events, specials.   Let’s look at some hotels and how they successfully use FB:

Hotel Costes – 25,000 fans, zero wall posts, obviously just a “front” or online billboard.  I think this may be the most effective use of a FB page out there.  Just build a nice page, and walk away.  I hate to be cynical, but it might be the simple best page I have seen, albeit a little tongue in cheek.  I will say that “Hotel Costes” is also famous in the younger scene for having downtempo lounge DJ’s playing, and have an associated line of CDs which may be part of its popularity.  Whatever the case, one of the hotel pages with the most fans, and they aren’t doing anything at all.

Hilton – 21,107 fans, with 8 posts on the wall in the last 14 days.  Those posts are the typical “Hilton is the best,i love it”…  meaning relatively benign, fairly non engaged commentary.  They aren’t posting anything, not even RSS.  I have seen some hotels pull back from posting, as the change FB made has wall posts injecting into people’s conversational stream like spam.  Hoteliers are confused how to handle this, and even I have found brand updates annoying as all get out (and I am the type that is meant to be tolerant of them, being my profession and all).

Hotel Aladdin – I love this example, because they are actually interacting with their 10,000+ fans.  You may not speak Spanish, but you can tell they are updating the wall, and people are actually participating.  So what is this meaningful interaction from a hotel doing a good job with their page?  People thumbs up, IE “Like This”, by clicking on the feed post and that’s about it.  Comments are frequent, but I still don’t see business.  People liking you doesn’t necessarily translate into “time well spent”.  They did have a contest where they gave away 3 rooms, which is a great way to garner attentions and fans… but does it make a booking down the road?

St. Julien – Obviously using the page, as they moderated a question I asked about their page.  They had a Earth Day special that got some attention, and some fans.  However… they got fans on the pretense of planting trees.  People joined, they announced 70 trees in those new fans honor.  But what now?  That first post since the event is about 20% off in the spa.  They have 216 fans right now.  Any wagers on whether the amount of fans goes up or down in the immediate future?  I *assume* new fans will tire of spa ads in their stream and de-fan pretty quick.  Whatever the case, are they spending time that generates business or justifies time spent?  Exactly *who* fans pages right now?  Who fanned St. Julien for that promo – people that wanted a tree planted, or people that wanted to know about the hotel?

HotelChatter mentions some more hotels that have pages, and that are potentially doing interesting things:

Whist at Viceroy Santa Monica with 125 fans is basically sending a dinner offer once a week, and nothing more.

High Peaks Resort, frankly, seems to do everything right when it comes to social media.  As much as their stream looks solid, with 300+ fans, I still wonder what sort of commerce or interaction happens…

The Jane, with 52 fans, hasn’t really posted anything *since* the hotel chatter article.  This isn’t indicative of them doing anything wrong, I simply think it is indicative of no one really knowing how to create meaninful conversation on FB.

I could keep coming up with more pages, but these are simply a couple hotels whose pages have already been chatted about in the social media conversation.  I notice most people aren’t doing anything, when they do it is usually a contest to garner more fans (to what end I am not sure anyone knows) or a special on wine at dinner , etc.  All this just lends itself to a couple points:

1) Social Media is about conversation, which is something I see on very few pages.  On FB, it is basically a one way pushing of information.. deals, news articles etc.  If FB had reviews that could be fused into a page, or some “game” like Hyatt developing one of those “what’s your travel personality” quizzes, it might create better interaction… but very few have the time, money, or justification to do anything like that.

2) Social Media is open, which FB is not – meaning that most of the time, on Flickr or Twitter you can actually have a chance of interacting with potential clients, while FB only has those that already know of your property, IE locals looking for a good deal on wine at dinner.  How many people is that for?  What percentage of fans will be local, and will actually utilize that deal?  Who is your target on FB?  Why is that your target?  What are you attempting to achieve with FB?

In the end -I think that question sort of zinged even myself… “What are you attempting to achieve with FB?”

I for one don’t have a clue.  I just know, even worst case scenario, it’s great to have your link out there in a place with a high page rank.  So that is why I am there, even though why I started was totally different… it was to regale guests, interact with them, create stories and remember moments…. but now, I feel relegated to checking it once in awhile, staring blankly, and then moving on.

I think a lot of hotels set up a page, have absolutely *ZERO* idea how to meaningfully interact with potential guests, and resort to offering locals dinner deals in their restaurant, because there isn’t really a way to reach a prospective client on FB (and don’t get me started on their advertising program… because we know that doesn’t work.  No conversion tracking, Lack of results, users not seeking advertising, and the Social Media Ad Model is broken anyway).  You can only reach people that know about you, and that can act on offers, deals, and last minute specials.  These aren’t clients that provide a powerful revenue stream to your hotel, and often, as we have seen with dropping rates to garner occupancy… the people looking for a deal aren’t really the clients you want anyway.

Are we wasting our time?

I did find some other great pages on FB about hotels….Hotel Rwanda, Hotel for Dogs.. and I am reminded people are passive.  They want to watch a trailer, or be told about a brand or product… but consumers on FB don’t necessarily want to interact with the brand yet… nor are many looking to become a vocal endorser and push your hotel page to their friends and network.  Basically, it is just something to click… and a page is something to ignore until it annoys you and you de-fan.  What’s more, you can’t tell consumers about your product if you aren’t able to reach them within the closed network.  It reminds me of Mashable’s comments that “Facebook needs to convince users to SEEK advertising.

Very complex stuff.

Cure my cynicism.  Tell me why I am missing the point, the bus, and target?  How has a FB Page saved your hotel brand, and made things better for you?  I want to hear stories now because I am quickly feeling like a page is nothing more than the 80% not actually causing any real impact.  Time to cull, and focus on the effective 20%…..

Is FB part of that 20% that gives you 80% of results?  Let me know!  Otherwise… I might be encouraging clients to build the page, and simply move on.

Share your experiences and thoughts!

The yelp post garnered 5 times as many views as anything I have ever posted, and stimulated a lot of interesting conversation on multiple outlets.  This is a follow up, clarifying a lot of stuff… might be too long, but I will let it stand.  Thanks for the dialogue, comments, emails, etc.  Be Well!

I have apologized for long posts before.. but this is ridiculous.  Actually.. if you need to blame anyone for length, chat with the thoughtful Jeff at http://www.IwantMoreFood.com.  He asked some great questions.. I was replying in an email and then it just went forever.

–

I want to go on record saying I am an ardent yelper, and *love* *love* *love* it. Beyond the frustration of losing reviews with little warning, it is a fantastic food blog for me. With my memory, I need all the help I can get. However we have seen so much in this web world fail in the blink of an eye, and it causes concern to many people with how Yelp has responded to the media, user and business owner accusations, etc.  However, it doesn’t detract from my passion for the site.  I generate content like a madman. My canned response is always – I am excited to share this with people for years to come. I can’t wait until my kids comprehend it, and I can share the first meal I ever had with their mother by sending them a link and reading it while we tell the story. It is sort of a magical place to have fun, interact with people, build *real* local community, etc.

But I am in for the long haul, and I have seen so many sites that had a foothold get blown away by newer sites that had fixed the problems that existed in the failed site. Then there was that damned bubble.  Remember webvan? Kosmo? There is another one coming, and it is waiting in the halls.  Even the Richter Scales know that with ver 1.1 (by the way I am sure you have seen it, but that is the funniest thing you will see today, sung to Billy Joel’s “We didn’t start the fire”)

When you ignore those inherent flaws, you become obsolete and people quickly move from you to the “next big thing”. In fact, I think what has happened to Myspace vs. Facebook is incredible.  MySpace lacked accountability, verifiability, and transparency…. Which is why Facebook took off. They improved on MySpace’s flaws, and people bailed on myspace immediately. I am not suggesting that will happen to yelp, but trust is what social media is all about… and if it wavers for too long people give up. I have seen this concern constantly on the yelp boards… frustrated, confused people not getting answers. I am also not saying Myspace is dead, but you can draw your own conclusions. I don’t know anyone that even talks about it anymore. What’s more, when Facebook started challenging users with subversive marketing ideas like Beacon, without full transparency it backfired big. In fact, with their latest update I personally see long term trouble for brands (see this post: http://www.hrabaconsulting.com/blog/2009/04/09/facebook-all-atwitter/) and their ability to create commerce within the site. But that is neither here nor there.

The point is… I think yelp will be fine. They sure as hell don’t need some random hospitality blogger’s opinion about it…. But I am sure they have a foothold enough to carry them on. The question about whether it makes money, integrity or not, is a important. It’s still not profitable, and they have to figure out how to make it so. I know of hotels jumping off the advertising bandwagon on yelp, as well as business owners and users frustrated with a lack of explanation, clouded in this secret algorithm. Integrity is key, but for now the shoulder-shrugging reality may be that making money is more important. However, the money won’t be there in the future if no one trusts them. Integrity does *not* make money, but sacrificing or compromising integrity will lose money fairly quickly. If the company doesn’t focus on the following specific issue, it will be in long term trouble:

****It isn’t whether their business practices are unethical or shifty – it’s that they appear that way to so many people****

They aren’t shifty. They are just some young people trying to build a useful site. That’s the facts. No conspiracies, no conscious removing of reviews, no favouring of sponsors……

But the *PERCEPTION* is that there is something wrong, and until they come out and are fully accountable for this *PERCEPTION*, whether true or not, they will be digging themselves a deeper whole. They need to own these issues, and start to come to terms with them.

As users and businesses, instead or rolling over and allowing them to damage their brand by ignoring this stuff, we need to hold them to task. I got worried posting that last post simple because yelp doesn’t like dissention. They have an interesting philosophy, and it does seem they prefer a head in the sand mentality of celebrating their cult-like followers, rather than ever really engaging the people that have concerns or questions. In fact, even prior to my post I had been somewhat unwelcome in that I am constantly critical of these business issues. The members of yelp often like to make fun of it, not realizing that sometimes…. Yes…. “the internet *is* serious business”, mostly because I forget the difference between being inside the community, and having an industry bird’s eye view.  That is a balance I need to work on for the benefit of people that tire of my biz, or vacuous, commentary. They want people to mindlessly endorse them, as if they were followers of a religion. I never was too good at that, and yes my teachers got upset with all my questions too.

The point is…. Some bloggers and so-called “experts” target yelp because they *really* dislike it. I ask questions and bring up points because *I love it*, enough to forsake that “love it or leave it mentality” and try to help identify problems so we can work on solutions. I got worried about posting that stuff…. but it is all real, it is all pretty damning of that algorithm, and it doesn’t seem like something they want to deal with.

However… they are the *best* out there by far. It isn’t even a question. That is why so many people are trying to take them down, target them, etc. It also isn’t their fault that business owners with absolutely no idea what “social media” is, lash out, and make baseless accusations about their business practices. The idea that a social media review site would have some secretive, unethical behavior is asinine, conspiratorial, and not very helpful. However, it is a very tenuous and precarious position backing and protecting an algorithm that is obviously, in many eyes, flawed. In fact, it’s dangerous. Anyone that uses the site knows the search algorithm is, for all intensive purposes, worthless. Identifying the problem is a first step… and I really dislike naysayers and dour types that bring up problems with no solutions, but I have little that I could help with, really.

Crowdsourcing? Getting a large group of users to commit to auditing reviews from newer users, etc? They used to have moderation, maybe it’s time to bring it back in some form. Maybe an independent expert or consulting group to vet the algorithm’s stability or functionality? This is where I sort of lose it… I am not nearly as qualified as some of the incredibly smart people at yelp to offer advice. Most social media sites like twitter or facebook have multiple blogs. I am not so interested in the cult of elite on the CEO blog as much as I am with technological advancements, internal ethical dialogue, etc. When there is a glitch on twitter, twhirl, facebook api, etc….. you know about it. There is constant communication that is open, honest, accountable and humble. I would love to see this with yelp… letting the programmers inform us of problems, advancements, etc. Of course, I want to help, but don’t know where to begin.

As for yelp… I don’t even know if this is something they are working on, or if they are too focused on marketing and stabilizing a business model that, for all intensive purposes, might not work. Ad-model is failing for a lot of social media, but yelp has a grounded network based in the real world… which totally alters that model. If that is their main focus right now, they seem to be working day to day instead of having a business model that is long term and thought out.  It’s possible I don’t have a clue, but lately it does seem they fly by the seat of their pants.

As for Stoppelman, the company just hired PR to deal with damaging press, but would still go onto blogs. It looked very bad and defensive. I do think they have recently had a dialogue about how they interact with people, especially critics, online as well as how they respond. In the past, when someone outside the “yelp” community remarked, yelp (read “he”) snapped back, often at the messenger, and not the message. I made a joke about them not keeping up on their Sophocles.

It doesn’t maintain high regard or put yelp in favour of the travel/hospitality, food, or social media ethics sphere.  I don’t even know if it is important…. I think what yelp should continue to do is precisely what they did with my previous post – ignore it. If the issue that is brought up is so compelling, simply respond on the yelp blog. This seemed the course set by the PR people for the East Bay Express article (or at least a great decision by Mr. Stoppelman) and it worked fairly well (other than attacking the reporter, instead of the accusations).

In the end, it will be fine… but it will take the community to police their lack of openness and forthrightness in regards to their business practices. People who really love the site should be able to recognize it’s merits, ponder it’s flaws… have an open discussion about it…. And work together in improving it. As of now, that isn’t happening and that is frustrating to a lot of people.

Pardon this huge ramble.  I have had so many private email messages.. this has sparked controversary, discussion, interest…. and hopefully attempted to create an open dialogue about what is going on.  In fact, this has attritubted to some of the rudest email I have ever gotten, because people are passionate about this.  All I wanted was proper discussion.  I am big on data, so before making some random claim, I knew I needed to back it up.  Now that the dialogue has started, I am incredibly interested in hearing more of what ALL of you say.  I will end with this……

It’s funny that Unilever’s CEO was recently chiding businesses for not realizing that their brand is not their own, and includes Ad Ages new rules of marketing.  It is for all brands, not specifically online…. but I think it is wise for anybody in this new media world.  I think it says a lot.

1. Listening to consumers is more important than talking at them. As Mr. Clift said, “We may be ahead of our competitors, but we’re most definitely behind consumers.” The consumer is not a moron, she’s the person defining your brand.
2. You can’t hide the corporation behind the brand anymore — or even fully separate the two. Even this editor’s creaking computer only took 0.13 seconds to show that Philip Morris is owned by Altria Group. Welcome to radical transparency, where bad corporate behavior will damage your brands, and vice versa.
3. PR is a primary concern for every CMO and brand manager. If “marketing” and “PR” are not the same department, tear down the wall. Spend time deciding whether PR is underleveraged in your organization.
4. Cause marketing isn’t about philanthropy, it’s about “enlightened self-interest,” as Mr. Clift puts it. That doesn’t mean it doesn’t count. Don’t be ashamed of your profit motive, because great branding and doing good are increasingly one and the same.
5. Social media is not a strategy. You need to understand it, and you’ll need to deploy it as a tactic. But remember that the social graph just makes it even more important that you have a good product. Put another way: The volume and quality of your earned media will be directly proportional to the impact and quality of your product and ideas.

–NB: recent removed reviews seem to have been flagged by the community, a bunch were taken down at once, and they explained it was somewhat of a “chain” review of a 7-11.  I was shown the text, but not how many reviews.  I am totally fine with them taking them down.

NB: As soon as Yelp sees this, they will be working on fixing these specific errors, which is fine.  The point is that these exist… endlessly… throughout the site, and these were just the obvious ones I catalogued in a few hours.

–

I was so pleased to see a 2 star review disappear from one of my client’s pages today… one that sponsors yelp.  I doubt that means anything, because the below problem looks as if it follows zero rhyme or reason.  This looks like that algorithm really does have a secret aspect about it…. that it is irrevocably flawed.

So… this isn’t about yelp being unethical.  This isn’t about deliberate unethical behaviour.  All Jeremy Stoppleman seems to do is look for blogs, waiting to defensively react against criticism… usually ending with the incredibly vapid “it’s the algorithm and it’s secret” argument.  But really, that’s harmless.

However, that argument might not hold water anymore guys.  Below is an afternoon of research, and it is hardly complete.  This could go on forever.  Hopefully… you will recognize that this is enough proof that the integrity of yelp, and it’s functionality, is endlessly flawed.  This is about a faulty algorithm, no more no less.  The below links are all too self explanatory…. pointing out profiles with reviews that are suppressed from business pages.  Whether or not it is about “maintaining the integrity of yelp” as they so often suggest is moot….

These are real people, and real reviews.  In the below documentation, I have often countered the suppressed review of a certain business by highlighting a reviewer that has a nearly similar profile that actually *has* a review posted.  What that means is that many of the profiles that have suppressed reviews are no different from reviews that are posted on the site (sometimes no avatar/pic, sometimes very few reviews, sometimes long periods between reviews)

Many of the arguments against the below research will be:

1) that they don’t have a picture…. but many of the posted reviews do not have a pic as well.  You have to start out with a fresh profile at some point.  If they aren’t giving a voice to people, why would anyone finish updating a profile anyway.

2) Yelp is protecting against “one hit wonders”…. but that won’t stand up, in that many of those people have completed profiles with many reviews that are totally legitimate.  What’s more, some businesses pages have multiple one hit wonders, just to have one of those suppressed?

I also find it interesting that, after a person voices concern on a talk thread…. the reviews magically appear.  I am not suggesting that yelp is reviewing talk threads and acting accordingly when people bring this issue up, but look for yourself…. seems a lot of the voiced reviewers’ concerns have been placated since the beginning of those threads.  I guess it is tantamount to yelp having the mistake brought to it’s attention, and fixing that error.  Admitting that the algorithm is flawed is one thing… but having to constantly correct and second guess, or act as oversite, sort of lessens any integrity or trust I had in the site.  If I have to sit and think about whether it is honest, or whether it can be trusted… well isn’t that a problem?  Many yelpers I have spoken with don’t think so.  You decide.

I have also supplied links to other talk threads where people are simply confused about flagged reviews, or why their review was taken down or isn’t showing.  I added some confused businesses to boot.

If this is your algorithm yelp, you have built your business on one of the most flawed I have seen.  Just my two cents.  If real reviews by real people is what this is all about, yelp has some serious explaining to do about the incredible flaw in their model.  I don’t think this is fixable, and I don’t think they can defend it.

Frankly, I love yelp.  I hope they can.  I think they may want to start.  I knew this wasn’t out and out unethical behaviour… it was just a deeply flawed model.

If you have any odd situations like this…. a review on your profile not existing on a business page, or confusion of the lack of transparency or communication on yelp’s part… let it be heard.

I may be way, way off on this.  But the below is interesting to me.  I hope it is for you as well.  While we wait for transparency, communication, openness, earnestness, and any ounce of interest in clearing up the confusion… Jeremy will pop into any conversation acting defensive and contradictory.  Instead of being defensive and having to always manage bad press… why not just fix it?

Funny that yelp helped destroy the original marketing model so you can no longer damage control or control any “message”…. which is precisely what yelp is retroactively doing when things like this come up.

I have said it before… you need to be an ethical business that consumers identify with, and have an ethos that draws people to “opt-in” to your offering… and not trick people into thinking you are something you are not.  If you aren’t ethical, or you aren’t run well… people will find out.

It’s possible that yelp is both.

Below was sent to “elite” (read “drunken”) members of yelp. This is INCREDIBLY exciting. This will legitimize yelp, and I have to say this is the most important development in the last couple months in social media. This is huge, exciting, and I am very happy to explore this with my hotels. What a PHENOMENAL tool.

———–from yelp————

As a member of the Elite Squad, I wanted you to be among the first to know about a new feature that is rolling out in about a week or so. It’s called Business Owner Comments, and as the name suggests, it will allow a business owner to write a public Comment after any given review. Comments will be the latest addition to the free Business Owner’s Account that any business owner can sign up for, and that lets them add Photos, post Special Offers and create an ‘About This Business’ section (for more info, read up *here*). As a reviewer, you’ll be emailed each time you receive a new Comment, just like when you get a Compliment.

The goal is for all Comments to be pleasant and useful. For example, if you wrote a glowing 5-star review some months ago about your favorite pub, in which you mention drinking Harp because they didn’t carry Guinness… both you and other readers would probably be happy to see a new Comment saying, “Just got our Guinness tap last week. Hope to see you soon!” Here are a couple other example Comments.

Comments will NOT be a forum for a business owner to disparage a reviewer. As you’ve probably seen with Private Messages, most business owners are actually appreciative of honest and constructive opinions, and realize that being rude to customers is — both on and off Yelp — bad for business. But for those few ill-mannered folks out there, we have come up with some fairly strict Comment Guidelines — and our customer service team will remove violating posts.

I haven’t been able to really wrap my head around this until today, and would like ANY industry advice or thoughts.

I am a hotelier that is attempting to simplify our lives as SMO, CRM, etc.

With all these accounts and things to keep up with, I want the simplest method of updating and keeping my fans up to date with our news, events, offerings, and great pics, etc.  I was boggled as to how to best manage this, considering we are constantly posting one article to multiple pages and sites.

So… for now… this is the best practice for syndicating and streamlining your SMO work.

1st – use yahoo pipes to grab any aggregate content you need… meaning flickr photos, etc.  There are a lot of things to build and use here, and I am still learning, but it is simple to – at least – create automatic feeds for photo uploads and other information.

2nd – take all possible feeds and mayhem you have created with yahoo pipes and parse those feeds into twitterfeed, so that all content you are interested in (external corporate blog, tags of flickr pics, etc) is fed into your twitter account.

3rd – Siphon the single twitter RSS feed into your FB page by importing it through the “Notes” settings.  Notes posted through the RSS are, SEEMINGLY, posted to the wall so that all our fans and followers are able to see them.

therefore… any tagged photos, blog posts, newsfeeds, press releases, etc can be fed from pipes into twitter, therefore creating one RSS feed that will distribute *all* aggregate data through the RSS for your twitter page.  Taking that and embedding/importing it into your Facebook Page means that you only need to post on twitter, publish your blog articles, and make sure all these connection are up and working.

NOW.. correct me.  Is this the simplest and most elegant way to manage content, push content, and create less work through simplicity?  Let me know!

The answer is simple. It is, unfortunately, all of them.

You need to respond to every single review that goes up in regards to your property.

You can’t reply to just one, because you will look defensive.

You can’t reply to negative ones only, because you will look more defensive and possibly just imbue a dower, negative image.

So the only real answer is that you reply to all of them. Don’t think of them as some task, or problem.  The Trip Advisor ones are a fantastic opportunity to speak to *potential* guests. We are of course mitigating the experience with our less than pleased guests, but it is truly about creating a personality and existence online. For one, by existing online you create empathy for your business as an obvious human is reading and responding to the reviews, instead of it being a faceless brick and mortar business to hurl anger at. It also helps you to learn, grow, and change management or service. It is vital as a real time temperature gauge of your services and offerings, and if you look closely you can spot trends and react to them before they become bigger issues.

But you are also speaking to the voyeurs reading the reviews, and searching for hotels in your specific area. Every word you say, and how you react, is to be scrutinized by future (potential) guests. It is an amazing way to speak about your property, to reinforce your brand, and to really get your hooks into guests.

The happy guest reviews are easiest, because you simply celebrate what they loved about the property… a pastry chef, the sommelier, the spa director, the property dog… it is a great way to take people’s offhanded comment and help market what you offer, and help prospective guests get a better idea about all the value that they might be missing.  The negative guest reviews are great because you simply say “sorry” and then use it as a springboard to talk to potential guests about making sure they are clear about requests, needs, etc.  If the room was noisy, remind potential bookers that the cheapest rooms are near a road that trucks come by in the morning.  I have been able to sound professional, engaging, and breezy in responding to an unhappy guest, all the while really focusing writing the review for a prospective booker.

There are other tricks you can use that I daren’t get into.  I can’t give you all my secrets.  =)