"Those were the good old days… when guests left the hotel and said that "we'll recommend you!“. Whether they really did that was a completely different question.
Today, in the age of the so-called web 2.0, everything is much easier. Word of mouth is still incredibly important. There is no better and, more importantly, cheaper advertising. Yet 5 stars on HolidayCheck or a new 'Like' on Facebook have the advantage that we get to know about reference. Hotels finally have the chance to 'listen' to their guest's recommendations. The same goes for negative feedback. Every feedback, however, is an opportunity for improvement. Isn't it better when you know about those aspects that your guests did not enjoy, giving you the chance to act accordingly? (...)"