You can credit the Internet for another major change in travel marketing. Thanks to sites such as TripAdvisor, happy and unhappy guests can immediately post their opinions for all the world to see.
As Michele Higgins writes in The New York Times, “The Web Gives Hotel Guests the Last Word.” And smart hotel brands have made monitoring TripAdvisor — and following up on what they learn — a daily habit.
If you're in Travel & Tourism, you should check it out too.