A/R feedback and control in 2020: From reviewer to reviewed

In the logic of an increasingly customer-oriented market, in which the Customer is always at the heart of everything, numerous booking service systems are moving in the direction of being able to obtain as much information as possible about their guests, in order to offer them a better user experience and a better stay.

In all of this, the role of reviews is even more important. But what has changed in the past ten years, how is the feedback management system evolving? Will the relationship between reviewer and reviewed become more balanced in 2020? Which mechanisms and aspects are automatically covered by systems and where will man and "common sense" necessarily be increasingly needed?

With two of the main market players, Tripadvisor and Airbnb, we will try to investigate some very important aspects of this passage as a witness of reputation. That concerning quality control of reviews with the first gender ratio on the Transparency of Reviews, by Tripadvisor, which will reveal to us the attempt to manipulate assessments through "fake reviews". Airbnb, on the other hand, is a platform that has founded its product on bi-directional feedback, community and experiences and it will tell us what is changing and why.